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607 results found

  1. Sean wants to create a custom role in which David and John only has access to a limited set of users or users that are assigned to a specific site.

    2 votes

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  2. Have the business analytics data auto refresh throughout the day so it can be kept up on a live screen and shared.
    Also have a hold queue update so we can see if their are guests on hold in real time.

    1 vote

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    0 comments  ·  Live Reports  ·  Admin →
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  3. How can I ensure that a call that is forwarded also shows the original caller's ID, not the forwarding extension information

    3 votes

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  4. The performance report should show the percentage/counts of the internal transfer and external transfer in the dashboard without checking every call of every user

    When checking the performance report there is no filter that the customer can use immediately to see which calls are being transferred. The customer still needs to check each call manually under Performance Report to determine which has been transferred.

    1 vote

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    0 comments  ·  Other  ·  Admin →
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  5. The customer wants to have an option where RingCentral can provide a report if a call queue needs more call takers/member

    2 votes

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    0 comments  ·  Other  ·  Admin →
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  6. The Abandon (Hold) metric is misleading. It counts when a caller hung up while they were on hold which is perfect - this is what we want. However, it also counts other scenarios.

    We have callers choose the customer service option from our IVR often. Many times, they need to speak with another department or someone specific. The customer service queue member will place them on hold prior to transferring the call. If the transferred call isn't answered, that counts toward the queue members Abandon (Hold) count. It doesn't matter if the caller leaves a voicemail for the intended extension…

    1 vote

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    0 comments  ·  Other  ·  Admin →
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  7. The customer has an idea of being able to call a park to a specific extension.

    2 votes

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  8. Is there any way to give a user (manager) access to run her own SMS Logs reports, same as she does with Call Logs, but without giving her admin rights?

    3 votes

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  9. You can add a label to a phone number on the Company Numbers report at the top of the page but the label field is not a selectable column in the report at the bottom of the page. The label field is there if you download the information in Excel format.

    I would like to see label added as a selectable column in the report data.

    5 votes

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    0 comments  ·  Other  ·  Admin →
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  10. We'd like to be able run historical reports showing the same info as Download/Agent State Log - but with ability to filter run report using the following criteria :
    date/range of dates
    individual agent ID/list of agent ID's
    call center teams

    2 votes

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  11. Add the time spent on DND (per user), calls transferred between specific departments (from admin to sales) and unsuccessful call transfers (if possible, between specific departments) on the reports

    1 vote

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    0 comments  ·  Other  ·  Admin →
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  12. I am looking to run a monthly KPI report for multiple queues, that is broken down daily and shows total Monthly KPI's at the bottom.

    I am being instructed to run a daily report and then compile at the end of the month, but if RingCentral already can pull monthly information why not have it just display how those numbers were totaled?

    Mitel was able to run the attached report.

    1 vote

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    0 comments  ·  Subscriptions  ·  Admin →
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  13. The ability to get more information on abandoned calls within live reports. Currently we can view how many calls have been abandoned on a live report but there is no way to get any other information unless you investigate performance reports. it would be of benefit to be able to get this information straight from the live report page so that customers can be called back.

    7 votes

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  14. Business Analytics - Queues currently has Average Speed of Answer for the KPI Widget, but not for the Table Widget.

    Average Speed of Answer is also availabe in Performance Reports.

    Please vote to get Average Speed of Answer added to the Business Analytics - Table Widget for Queues.

    Thanks,

    2 votes

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    1 comment  ·  Other  ·  Admin →
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  15. Expired Meetings - To be able to look up expired Meeting ID's to see who originally created them, along with the Date/Time the Meeting ID was created to quickly determine if the person is using an expired Meeting ID. This would greatly aide in troubleshooting the cause of an improper practice used by Users.

    3 votes

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    0 comments  ·  Other  ·  Admin →
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  16. Is there a way to set the performance report data refresh to more often than every hour

    1 vote

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    0 comments  ·  Live Reports  ·  Admin →
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  17. Fax report in performance report. For the customer to have an option to check the number of fax they received per day.

    To create a call log report for all incoming faxes to a certain phone number/account. Account information is found below. I know I can pull this information directly from the call log function within Admin Portal, but I would like to set a scheduled report

    6 votes

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    0 comments  ·  Other  ·  Admin →
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  18. We need an analytics report for SMS messaging

    5 votes

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  19. Looking to create a process of identifying transferred chats routed back to the MVP queue due to the unavailability of agents in the intended queue (TCR, Billing, CERT). Although we currently rely on audit history, it's not feasible to check for all transferred chats. Our objective is to establish a more efficient method for tracking and quantifying these occurrences to better understand the volume of chats routed back to Support agents.

    https://support.engagement.dimelo.com/content_threads/65ef41ae346eaf0007529475?q=id%3A%20%2265ef41ae346eaf0007529475%22&content_id=65ef44dc346eaf0007529586

    1 vote

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    0 comments  ·  Live Reports  ·  Admin →
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  20. Automatically remove the data of the users who are on leave when creating a performance report like calls they receive directly to their extension, call queue, or from transfer calls.

    1 vote

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    0 comments  ·  Live Reports  ·  Admin →
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