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607 results found

  1. Admins should be able to select multiple queues when looking at Users under Performance reports.

    3 votes

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  2. After daylight savings time change, all historical reports change to show whatever the present time is. This changes old logs by an hour. As such, all historical reports are inaccurate during time periods where DST changes occur.For example, on March 17th, I am looking at a call from Feb. 15th and even though it took place at 5:09 AM CST, it is showing the call taking place at 6:09 AM CST.

    1 vote

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  3. Grant access to super admins to view active subscriptions for our end users Essential.

    4 votes

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  4. Would like to have a way to check how many calls we receive on phone number assigned to IVR Menu in your Analytics Portal. Where the calls are being routed and on what key presses caller did press.

    3 votes

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  5. Disable the ability of the user to download the call recording but the customer wants still the extensions to have an access on the call recording, just disable the ability of the user on the extension to download the recording.

    8 votes

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  6. Many companies use individual phone lines to track calls from different forms of advertising or different ad campaigns. Currently, there is not an easy way to see the number of calls per individual phone line for a particular time period. My company spends a lot of money for different advertising and a report like this would allow us to determine the effectiveness of the ad. Ringcentral had this reporting several years ago before the system was changed.

    2 votes

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  7. Currently in the Performance Reports in Analytics, only the "# Refused" report is available. Instead, there should also be a report that shows the specific date and time of when calls are being refused in Analytics for Performance report. This will allow the admins to gather more detailed reports of call refusals.

    15 votes

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  8. It would be great if there was a feature that allowed reports created on other extensions to be viewed by other people, or whose visibility and management can be shared with other peoplefor example, if 4 people were on the same team and someone created a specific report whose data they all need, then one of them could create the report and select who has permissions to view it. or even edit it, if need be. This is important, because if the report is only visible to the user who creates it, then if that person is unavailable or out-of-office,…

    1 vote

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  9. I would like to see the ability to choose more than one queue to monitor the service level and queue monitor, like you can for Agent Monitor and Queue calls graph.This would allow us to see "company wide" statistics like the service level for all queues is 88% and there are 12 total calls waiting, but we can still track service level and calls waiting by individual queues if needed. Total Calls Waiting: 12 Service Level 88%Sales Calls Waiting: 2 Service Level 97%Support Calls Waiting: 10 Service Level 80%

    1 vote

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  10. Want to be able to pull call logs and filter out the duplicates

    1 vote

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  11. When selecting a user on the Audit section on reporting, we are able to view change of status' and log in times. For our app it shows "Accept all calls", "Do not accept any calls" and "Do not accept queue calls". From here we should be able to see the amount of time once logged in that a person was set at these certain status' too. Would be great in enabling us to measure occupancy

    7 votes

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  12. Not enough details in Analytics Portal. For example, while call queue calls show which calls were picked up, there is no indication of member status at the time the call came in. Audit trail would need to manually be checked, along with call log to identify if Agent was set to Take all calls at the time that the call came in. Another instance is that while there is a KPI of Abandoned Hold, it does not show which call it is, to make it easier to track and listen to, should recording exist.

    2 votes

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  13. We can see the lifecycle of a call (incoming to receptionist, transferred to an associate) including hold times but cannot download this same level of detail. We want to be able to understand the full lifecycle of the call using analytics, but can't seem to get this level of detail on an export.

    17 votes

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  14. We have Ring Central and use Auto Receptionist and call queues. Admin can setup tags or categories in the portal (i.e. call resulted to a sale, call related to receiving shipment, call related to upgrading shipment, call related to account expiration). Agents can choose the admin pre-defined tags/categories and assign it to the call in order to track the TYPE OF CALL. Admin can run the reports filtering by tag/category in order to analyze types of calls. This features is HUGE for us. It will help the admin know how to run their business better like: 1) track phone sales…

    1 vote

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  15. Need an option to quickly jump / click to next or previous day, week or month in Analytics. Instead of having to manually select dates for every search.

    1 vote

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  16. It would be better to include the line graph from the performance reports when downloading/exporting the report via pdf file

    3 votes

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  17. Hello, Having the ability to filter first time dials VS repeat dials in a call log would be extreamly helpful. This would be a tremendois help in managing how many new aquisition calls our sales rep's are making VS how many existing client calls they are making. We can use this data to corilate with their pipeline strength and retention.

    2 votes

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  18. SMS text messaging is a huge part of our business. I would like to see analytics reporting like we have it for phone calls around SMS to be able to track that KPI per user group and employee.

    189 votes

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  19. https://analytics.ringcentral.com/performance-reportThe field for Call Result includes not connected calls which is added to call totals. As a manager of sales, accurate call counts are imperative

    1 vote

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  20. My organization, and I'm certain many others, would benefit from full login time reporting capabilities with RingCentral Office. Although stats like Talk Time, ASA, and Hold Time are available, there isn't anything that documents specifically how much time an agent is signed on or average login time for a team to give comparative information. On the individual level and on the queue level, being able to see how long someone has been logged in (both real-time and historically) gives important insight into employee behaviors.

    17 votes

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