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848 results found

  1. Should be able to have the option to customize the downloaded reports on analytics and remove columns

    3 votes

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  2. we would like the ability to run a user report that could breakdown the following user stats related to availability in call queues, measured in total time:- on a call- idle (user available but not on a call)- DND

    35 votes

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    Under Review  ·  9 comments  ·  Other  ·  Admin →
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  3. The ability to check performance reports of all call queues even though you're not assigned as manager to it

    4 votes

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  4. Can you please disable session timeouts on our account? We need to keep Live Reports active for a office screen. After a few hours (maybe 24) the address https://analytics.ringcentral.com/ goes to the authorize screen. I currently have session time maxed to 24 hours. Please help otherwise our Live Reports license is useless to us and its not cheap.

    6 votes

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  5. I used to love the old ring analytics, they used to show me calls per hour and total dialed numbers. Now it's showing me how many logged calls I've made. To keep salesforce not a giant mess we dial as many as 10 numbers before we log the call. Otherwise we'd be filling up salesforce activity with a million calls to bad numbers. I just want the RAW number of phone numbers I've actually dialed. And a dialed per hour. This shouldn't be hard AT ALL and I don't know how you guys' managed to build an entirely new analytics…

    1 vote

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  6. Reporting is so important for management to use for offsite users. Allowing a group to filter by queue and users (not one or the other) or for that matter, expanding your analytics reporting to allow for managers to report on login and logout times. Just give us more tools to report please.

    1 vote

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  7. Our pharmacy accrediting body, URAC, requires us to track and report this numner as a percentage of calls.

    2 votes

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  8. A metric showing an extensions last use will help admins/supervisors free up licenses to be used for other users that will use them more effectively. Lowering the need of getting new licenses.

    2 votes

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  9. This will be helpful for us to see if the agent has missed a call and just deleted it.

    2 votes

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  10. I would like to request to have a feature in business reports in analytics where we can filter out the actual abandoned calls from the calls that are just being tagged as abandoned when someone answers the call from a call queue

    2 votes

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  11. In the analytics it would be really helpful to see # of calls transferred to other lines automatically if the calls are not answered. I am not talking about manual transfer.

    1 vote

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  12. ...answered the call.. Ability to log the call queue call as 1 log, as opposed to having it log per call queue members who missed/answered the call.The CTI interaction with call queues is that calls will log the calls for all users who's softphone/phone rang despite them not answering the call. This is especially prevalent for those who use the 'Auto log' feature in the RingCentral CTI within Salesforce

    4 votes

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  13. If we download a performance report in Excel format there is the Session ID in first column but as we have a huge amount of call data (i.E. for month or quarter), the CSV format is the only way we can handle that. But here is where things got worse: if downloading the same report as CSV, the session-ID is missing. It would be very nice if the same report gives the same data regardles which file format you choose. This is a bit annoying. There was also a Case open to this with the reaction: "Thank you for your…

    14 votes

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  14. I have a dashboard set to show how we are performing at any point of the day - including Service Level. I cannot share it with my team however, because they don't have sufficient privileges. I would like for them to be able to constantly see how we are performing to our KPI's.

    1 vote

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  15. Please adjust the daily report

    2 votes

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  16. It would be very useful if LiveReports would automatically email or export the data at the end of each day considering this is the only reporting option that allows you to track service level of queues

    4 votes

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  17. There is no way to separate international calls vs domestic calls inbound and outbound in reports so we can see how many minutes are being used for each. This is disturbing that is is not a part of the reporting feature

    2 votes

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  18. Bridgepoint is working with multiple Maverick Fitness locations and it would be very helpful to be able to filter in the call log for outbound recorded calls on multiple users (that are in a queue, and multiple sites). Discussing with partner and walking through the filter options, we are only able to pick one agent or user in the queue at a time to view and listen to their recorded outbound calls.

    4 votes

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  19. We are able to see the number of answered calls for inbound calls but not connected calls for outbound calls in the Users tab in Performance reports. You can only see connected calls when selecting the specific user. A column representing connected calls in the Users tab will allow us to compare to the total outbound calls and giving us insight as to how each of our agents are performing by seeing how many calls had live talk time from the total number of outbound calls.

    2 votes

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  20. We need option to modify the fields and tabs that are included in the Analytics Subscriptions reports.

    1 vote

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