1334 results found
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1 vote
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Performance Report Filtering
Brand: BT Business
Having an option to filter calls in Analytics (performance reports) using phone number will be a great additional feature. At the moment, we cannot filter phone numbers that are tagged as CALL OUT.
We can only search phone numbers marked as INTERNAL and EXTERNAL.
Most of the calls made by users are tagged as CALL OUT.1 vote -
Add other Online data back up for RingCentral Archiver
Add other Online data back up option for RingCentral Archiver like OneDrive or SharePoint
1 vote -
Agent report should include digital interactions
When pulling the Interactions by Channel Type by Agent report, all agents that handled (were assigned/worked on) interventions for the filtered date period should show and be reflected on the report, specifically from the digital interactions.
3 votes -
Automated call logs for specific users
To get automated call logs for specific users.
The analytics is not pulling up for the individual user
Just the KPI info.3 votes -
Billing Dashboard
The new billing portal has demonstrated enhancements but I still feel it's lacking in functionality that most business owners would want to see more of.
trend management, especially with a contact center instance, I find it difficult to see the invoices over time and compare them month to month. Why isn't there a dashboard that can demonstrate this graphically, leveraging the filters you have there now as toggles?
Export/Download, currently this exists on an invoice by invoice basis which is fine; however, I imagine many of us would like the ability to export the billing list as its represented in…
7 votes -
Park off / transferred calls should consider as answered calls
please create an analytics where all answered call including parks off/transferred will be counted as answered calls. Since Transferred calls/ park on was considered as inbound calls, it should also count as answered by the next agent
1 vote -
reporting to show who is the manager of all call queues
The customer would like to be able to generate a report showing who the manager of each call queue is.
5 votes -
answer call
Display whether an outbound call was answered or not when logged in Salesforce. Currently on the logged call (task) in Salesforce, you cannot see this info.
1 vote -
Adding the ability to download the call recordings as a subscription report.
In the Call Log we can download MP3's of the calls made over the last several days, however we cannot set this up as a subscription to have these calls downloaded and emailed over on a weekly / monthly basis.
2 votes -
1 vote
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Option for Dark Mode on Desk Phones
An option for the customer to change their desk phone themes to Dark Mode.
2 votes -
Ability to see the call details down to the seconds
Would like to see the ability to see call details down to the second for more precise troubleshooting. For example, we can see a call comes in at 8:01AM but we're unable to find how many seconds after 8:01. I would like to see this broken down to 8:01:34 AM for example.
2 votes -
Call Log to show the name of who answer the call
In the Call Log report, we want to quickly identify who accepted a call. However, even when a call is answered, the name of the user who owns the phone is not displayed immediately. The user’s name only appears after clicking on the call details. We would like this information to be shown upfront.
2 votes -
Performance Report for 1 -Year
extend the time range for 1 year or more instead of 6 month period
3 votes -
Individual Call Lifecycle
We would like to see a report that displays the full lifecycle of an call. The report would be filtered on uuid, and would show a granular trace of the call from the time it leaves the IVR and the hops/routing of who it is presented to, to the appropriate team/team member. If the call is presented and not answered, who the call is routed to next, at which point SLAs are not met, the time each call spends in each step/hop of the process, up to the point the call is abandoned or completed. Essentially all steps of the…
22 votes -
Live Reports on Wallboard direct weblink
We recently converted from Mitel and used Brightmetrics for reporting. We were able to create weblinks for the wallboards and unlike RingCentral, we didn't need to log in to view Live Reports. With RingCentral we now need to log into an account to view the wallboards and this makes it difficult to display them on a smart TV.
3 votes -
The customer wanted to have the option to disable automatic AI notes using her portal for a specific user.
The customer wanted to have the option to disable automatic AI notes using her portal for a specific user.
1 vote -
Ability to change the wrap time message in Queue settings
When ACW countdown ends, the message says "Your breaktime is over" - Can this verbiage be changed?
1 vote -
Ability to pull an entire year of data within the performance analytics
I should be able to pull more than 6 months worth of data. If I need to pull YTD numbers I should be able to export that from the site without having to go back into old excel files to try to get the data.
1 vote
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