1334 results found
-
For Live Reports- Limit on who can see which dashboard.
It will be ideal if I can decide which live report license user can see which dashboard. It's not ideal when other department supervisors/users can view another departments call volume and users. This causes hostility and potential HR issues.
1 vote -
Add more options to BA Pro for tracking department/teams for reporting purposes
Add more options to BA Pro for tracking department/teams for reporting purposes, similar to what is already available in performance reports, department level in both the rows and columns is needed for groupings
1 vote -
Agent-Level Read-Only Real-Time Queue Statistics
Summary:
Request the ability for RingCX agents to view real-time queue statistics without requiring Supervisor or Analytics permissions.Business Need:
Our "Contractor Care" group agents need visibility into their queue activity while they are logged in. Specifically, they need to see:Which agents are currently logged into and available within their queue.
The current number of calls waiting in the queue.
Basic real-time queue status to help manage expectations and improve team coordination.Current Limitation:
Today, this information is only available by granting Supervisor or Analytics access and creating Real-Time Widgets. This requires elevated permissions that also provide access to…1 vote -
The Devices section under Analytics > Rooms & Devices needs to have a tab that shows the current firmware version installed on the device.
Currently, administrators do not have a quick, centralized way to check the firmware versions of their deployed hardware. To improve troubleshooting and device management, the Devices section under Analytics > Rooms & Devices needs to include a dedicated tab or column that shows the current firmware version installed on each device. Adding this visibility would allow admins to easily identify outdated hardware, ensure all systems are running the latest updates, and streamline their fleet management process without having to inspect each device individually.
1 vote -
Business Analytic Subscription reports > Generate Now button
For scheduled reports that are set to send to multiple recipients at a set time of the day/week, it is possible to add a button under Analytics & Logs > Analytics > Performance reports > Subscriptions to generate and send the report immediately.
2 votes -
Include Conference Call Talk Time and Call Segment in Business Analytics
Summary: Business Analytics currently does not display the actual conference call talk time or call segment for users who host conference calls, even though the conference call details and durations are correctly displayed in the Call Log.
For example, a user hosted an outbound conference call lasting approximately 1 hour and 20 minutes. The Call Log correctly displays the three conference call legs with their corresponding durations; however, the conference talk time is not reflected in Outbound Sum or Live Talk (Call Segment) in Business Analytics. This results in a discrepancy between the Call Log and Business Analytics reporting.
Requested…
2 votes -
Preserve SMART ACR Consent Rules Across Call Park & Retrieve
🛑 Problem Statement & Admin Portal Gap
When an automatic call recording rule (SMART ACR) suppresses recording due to two-party consent regulations (e.g., California state law), parking and retrieving the call breaks the consent rule, causing unconsented automatic recording to initiate.🔍 Root Cause & Admin Portal Limitation
Observed Behavior:A call connects to a number in a two-party consent state; SMART ACR correctly disables automatic recording.
The call is placed on a Park Location / Extension.
Upon retrieving the call, the system initiates a new recording session based on default ACR settings, overriding the original SMART ACR suppression.
Admin…
1 vote -
Add Support Documentation Link to Info Icon Beside "Smart ACR" Option
Provide admins with direct access to detailed documentation regarding Automatic Call Recording (ACR) compliance and two-party notification by linking the support documentation to the information icon (i) adjacent to the Smart ACR option in the Admin Portal.
Administrators configuring Automatic Call Recording often need clarification regarding two-party notification requirements, legal compliance, and operational behavior. Currently, admins must search external documentation manually to find details on how two-party notification works with Smart ACR, leading to misconfigurations or unnecessary support tickets.
1 vote -
Performance Reports: Queues and Users
For the Performance Reports, the # Answered count in the Queue report does not match the Total Calls in the User report. It is difficult to determine the true count if the 2 reports don't match.
1 vote -
Track Transferred Calls in Analytics
We've created a call queue called "Overflow" that is used whenever no employees are available to answer calls on our main line. This queue includes multiple teams, ensuring that someone is always available to answer the call and take a message.
The issue is that, in our analytics, calls transferred from the main line to the Overflow queue are recorded as missed calls on the main line, even though they were successfully answered by someone in the Overflow queue. This makes our missed call statistics inaccurate.
It would be very helpful to have an analytics feature that tracks calls transferred…
4 votes -
Call screening reporting
A reporting function that can determine whether an outbound (or inbound) call was answered or declined specifically through the One UI/iOS Call Screening features available on the newest devices.
We would like to see out of all the calls that have this feature enabled, the percentage of customers who answered vs declined vs pushed to traditional voicemail.
Currently we can only use the trackers on ACE to give us an approximate data percentage of these calls, based on tracking the wording used by the Call Screening device.
2 votes -
company call log
company call log in app currently if you call out from main number you cant see user which called , should say user 101 ..... called
same with answer and called out should show main number along with user4 votes -
Be able to determine if an outbound call got routed to the voicemail of the called party
Be able to determine if an outbound call got routed to the voicemail of the called party
1 vote -
Adoption & Usage > Text (SMS): Should be able to reflect the KPIs according to how it's filtered
There's no option to filter the KPIs. We need to discern the numbers per department.
1 vote -
Add new KPI for Daily Breakdown with Weekly Report
We would like to request the option to add a daily breakdown to the weekly report during initial setup. This would automatically include the daily details whenever they receive the weekly report.
1 vote -
Extend Number Masking to Personal Call Logs
Feature in Question: Masked Numbers and Hide Location Data
Current Behavior:
Per the current design, number masking in Call Logs applies only to custom roles with access to company-wide or site-wide Call Logs. Number masking does not apply to a user's personal Call Logs. By design, users have full visibility into the call details, including external phone numbers, for calls they personally make or receive.
Requested Enhancement:
Provide an option to extend number masking to users' personal Call Logs, specifically for external phone numbers.
Business Justification:
Some businesses and organizations have security, privacy, and compliance requirements that require external phone…
1 vote -
abandoned calls reporting update
- abandonec calls should only be counted if the caller volunatrily ended he call. Transferring to another que, voicemail, or another person should not qualify as an abandoned call.
- We need a report that we can separate "abandoned calls after 20 seconds" and "abandoned calls before 20 seconds". Soemtimes people call in and hang up in 1-2 seconds and staff dont even have a chance to answer that. It should not count against them.
1 vote -
Real time wait
Have real time wait time back to the mm:ss format in live reports. Previously the wait time was counting minutes and seconds in real time on the que monitor widget., and now it only shows the longest wait time in minutes.
1 vote -
1 vote
-
Restrict Team/Group Creation Permissions in RingCentral Messaging
Summary
Customers are requesting the administrative capability to restrict standard users from creating new teams, groups, or group chats within RingCentral Messaging. The primary goal is to maintain a professional environment and prevent members from creating unauthorized channels to discuss non-work-related matters.Problem Statement / Business Use Case
Currently, any user within an organization can create teams or group chats without administrative oversight. This presents several challenges for business management:Non-Work-Related Distractions: Without restrictions, members frequently create casual, social, or non-work-related groups that distract from daily operations and impact productivity.
Lack of Content Control: Administrators cannot easily monitor or govern…
3 votes
- Don't see your idea?