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  1. This would be useful to determine how quickly the callers are abandoning the call. Are they leaving in less than the established threshold? This historical data would provide some much needed insight that would assist in making adjustments as needed to better serve our customers and see and understand trends.

    1 vote

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    Implemented  ·  1 comment  ·  Other  ·  Admin →
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  2. For the customer not to download manually the average wait time for all calls. System needs to have an automated version to compute the average wait time for all calls.

    2 votes

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  3. We need to analyse incoming and outgoing calls from clients to see who is and who is not contacting us. The number alone is no use.

    1 vote

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  4. In simple call logs, Analytics-Performance Reports and Analytics-QoS-Call logs, call start times are only given in hh:mm.

    3 votes

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  5. On the performance report it would be helpful to have the VM/Missed separated from the Missed calls. Currently we are going through the call log manually to separate them out. We have to keep track of how many calls ring through and make it to voicemail so having those set completely from missed calls that just hang up before VM would be great.

    3 votes

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  6. Separate refused calls to direct line versus refused calls coming from a queue/IVR pipeline on the reportAny API integration calls should have a separate description to filter call queues versus calls coming from an integrationInclude refused call details on logs when extracting reports

    3 votes

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  7. Would be good to be able to report on each option within the IVR to know how many times an option is being pressed.

    18 votes

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  8. Allow me to pull a list of all extensions for a site, including users, limited extensions, paging groups, call queues, IVRs, etcThis would be great. We have several hundred sites and site managers are constantly asking for their extension lists.

    8 votes

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  9. In OnDemand enabled user is able to start/stop the voice recording. In our process based upon customer request, the user can stop the recording for some time and again start the recording. We need the logs, what time the call got started recording and stop recording.

    1 vote

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  10. It would be awesome to give managers access to see their team's call volume instead of them asking IT for it all the time.

    1 vote

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  11. Requesting to add the feature to be able to monitor and get a report about the log in and log out of the users on the account

    8 votes

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  12. It would save me a lot of time from having to select this field many times throughout the day. Thanks!

    1 vote

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  13. We have created a queue, that has 14 - 16 800#'s tied to. ( A rule was created, directing these numbers to a queue)We would like to pull reports per phone number, then per member, then pull how many calls this member answered from the particular 800#. Then average handle time.From what I was able to find, via the site and speaking to one of your knowledgeable reps, this is not possible at this time.It is very important to us to know how many calls are coming in per 800# assigned to the queue, since each number represents a different…

    1 vote

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  14. Out clients require the Service level definitions on the phone reports. Right now we have to pull to Excel and manually add to every report we pull for them. We need the SL Definitions to auto pull the configured data to Excel AND the Pdf version. I have attached an example of what our old phone system report looked like. the information auto pulled through.

    6 votes

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  15. We currently have a team of Admins that manage 2 different Ring central Systems. We all receive and process requests for Analytic reports and subscriptions. Unfortunately in it's current state there is no easy way to do this other than setting up a shared account and using that to keep all of our reports and subscriptions in. This does work, but security wise is not the best practice, as it pretty much eliminates all tracking of user changes to a specific individual to this system. Plus it also has some issues.We have also had many instances where a user has…

    10 votes

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  16. Current functionality:The "Name" checkbox to include all users in the Users/Groups/Depts/IVRs/Queues filter seems to be setting the filter value to a static list of all current users. If I had saved a report yesterday that included all users, and we onboarded a few new team members today (including having them added to the phone system), the saved report does not include those incoming users. Instead, the filter maintains the static list that was set based on yesterday's users.The new users show up in the filter now, but I must manually add them to the list of included users either by…

    3 votes

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  17. Currently the analytics data only refreshes every hour, it would be good to have a way to do this manually. Takes so long testing things when you have to wait an hour for it to refresh! Even just for admins or testing purposes (I'm aware that Live Reports does this, but I don't need that level of functionality all the time).

    6 votes

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  18. I want to know what time our employees is logging in want to have a way to know the exact time when they logged in to there apps

    4 votes

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  19. We see that %SLA is available for call queues only. Is it possible to get %SLA for the organization as a whole or for users?

    The reason is at our company, we have dedicated operators. example: press 1 for the English operator, press 2 for the Vietnamese operator, etc. These operators are users. The reasons why we didn't create call queues for the operators was we needed the operator to be able to pick up and hold multiple calls. From our understanding, once a user picks up from a call queue, they are unavailable to pick up more calls.

    So…

    1 vote

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  20. I don't understand why the Agent details in Live Reports is ONLY accessible for that day. There needs to be an option to get a detailed report in that format with how many calls each agent took for each queue after that day without having to manually calculate myself.

    1 vote

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