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1063 results found

  1. Option to add Avg Abandon time in Performance Report.

    This option is available in Live Reports so it should be available too in Performance Reports.

    2 votes
    0 comments  ·  Other  ·  Admin →
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  2. Performance Call Reports

    For Call Reports in Performance reports, it would be best to show/include the user's extension number to easily identify which user made/received the call.

    1 vote
    0 comments  ·  Other  ·  Admin →
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  3. download reports to where transfered calls are sent automatically

    When gathering report for a certain call and need to download the report to where the calls are being transfered to not be done manually but the data is automatically showing to where it was transfered

    3 votes
    0 comments  ·  Accessibility  ·  Admin →
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  4. Change the start date of Yearly Reports

    Would like to change the start date of yearly reports in LOB to align with company financial year rather than calendar year.

    1 vote
    0 comments  ·  LOB  ·  Admin →
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  5. Reporting Enhancement: Add categories for type of inbound calls to MVP queues.

    Reporting Enhancement: Inbound MVP: Add categories for type of call for MVP queues. This will allow us to to understand the types / reasons for inbound calls

    3 votes
    0 comments  ·  Live Reports  ·  Admin →
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  6. Generate a report where the call got disconnected. i.e., IVR Menu, Call Queue, User

    • What issues is this solving for? Generating reports for calls being disconnected while on the IVR Menu prompts.
    • How will the feature help customer’s processes? It will help determine how many calls are being disconnected while the IVR Menu prompt is playing.
    • Who would benefit from it? The RingCentral customers.
    • How should it work? When they go to the Analytics Portal > Performance Reports, there should be an option to see where the calls got disconnected. i.e., IVR Menu, Call Queue, Users

    1 vote
    0 comments  ·  Other  ·  Admin →
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  7. Customised hours

    Not enough rules for customising the times for the Call Volume and Service Level widgets.

    We only have a choice of hours, which is complicated when a service has hour-long breaks.

    As a result, the abandoned call rate is incorrect and so is the service level.

    1 vote
    0 comments  ·  Live Reports  ·  Admin →
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  8. Business Analytics - Any way to display call quantities that were blind transferred

    In Business Analytics I'm trying to create a report that shows the number of calls that were blind transferred vs transferred normally (where the user puts the caller on hold, calls the person asking if they'd like to accept the transferred call, and if so only then do they transfer).

    We're trying to get on top of staff using the blind transfer functionality.

    1 vote
    0 comments  ·  LOB  ·  Admin →
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  9. Analytics Company Numbers- Ability to filter if its routed to the call Call queue,IVR or User

    Analytics Company Numbers- Ability to filter if calls are routed to the Call queue,IVR, or User

    4 votes
    1 comment  ·  Other  ·  Admin →
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  10. Provide

    Add reporting capacity to get more insight into transfers and to delineate cold vs warm transfers. To then be able to do the following based on that:

    1. Generate reporting on the total numbers of each.
    2. Generate reporting on the percentage of each in comparison.
    3. Generate reporting on the percentage of total call volume.
    4. Generate reporting on how many transfers customers experience with the ability to highlight above an indicated threshold.
    5. Facilitate insight into if an agent is shunting calls and highlight other undesirable behaviors or customer experiences to facilitate coaching or remediation.

    Currently, there is only the ability to look…

    5 votes
    0 comments  ·  Live Reports  ·  Admin →
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  11. Fax Reporting

    I would like to be able to pull history reports for everyone's faxes for the last year and see if they included a cover letter, who it was sent to, and time in a detailed report.

    8 votes
    0 comments  ·  Live Reports  ·  Admin →
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  12. Audit Log from User Apps

    RC Support said that the Audit Logs only track changes from the Super Admin in the Admin Portal.

    It would be great to have the Audit Log track ALL activity in the Audit Logs to see what was touched by all users.

    1 vote
    0 comments  ·  Live Reports  ·  Admin →
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  13. First and Last Call Time reports

    Ability to see the first call and last call every person makes so we can see how soon after their day starts do they get on the phone and how close to the end of the day do they stop calling. This is partially available in analytics but you have to go one user at a time and sort by date/time and scroll through all their calls for the day. It would be nice for this to be available on the scheduled daily reports.

    2 votes
    0 comments  ·  Live Reports  ·  Admin →
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  14. Enhanced Call Log view

    2 votes
    1 comment  ·  Other  ·  Admin →
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  15. Expanded condition parameters on alerts for devices

    Will be utilizing the Rooms & Devices analytics report to track the number of hard phones that are offline. Need the ability to get proactive alerts for devices that are offline. There is the ability to select "devices" as an alert trigger but there is only the ability to select "Offline" as a condition. Need the ability to have more granular control of the condition like other alerts triggers. Conditions such as greater than or less than a threshold. Also wanted to define the monitoring timeframe.

    3 votes
    0 comments  ·  Alerts  ·  Admin →
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  16. Request User Activity

    Report to show the following :

    • each time user logs on and off throughout day
    • Whether user is logging into PC/Laptop, Mobile or DeskPhone
    • User changes their status (online, away etc) and when they are available for calls.
    • Calls missed
    • Calls which have been directed to voicemail
    • Calls which are answered.

    A daily time line detailing user activity would be perfect

    2 votes
    1 comment  ·  Adoption & Usage  ·  Admin →
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  17. Outbound Caller ID information in Perfomance Report

    I need assistance in identifying the caller ID on the performance report.

    3 votes
    0 comments  ·  Other  ·  Admin →
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  18. how many users use business analytics report

    Need to see how many users use business analytics reporting

    6 votes
    2 comments  ·  Adoption & Usage  ·  Admin →
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  19. ability to filter call length greater than 120 seconds

    that way we can filter unnecessary calls that didnt even lasted 120 seconds

    1 vote
    0 comments  ·  Other  ·  Admin →
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  20. Customize Time in Performance Reports

    We would like an option to customize the time ranges in Performance Reports and set that as a report/tab. Currently, the only option we have is to select the hour, but there is no way we can customize the minute.

    34 votes
    3 comments  ·  Accessibility  ·  Admin →
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