1282 results found
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Live Report should show amount of time since last call.
I'd like to look at a report that shows me agent1's last call was 10 seconds ago and agent2's last call was 15 minutes ago. Time between calls would be very helpful!
3 votes -
Audit trail should have traces of changes made to the account
Audit trail should have traces of changes made to the account. Right now is designed primarily to track account-wide, administrative configuration changes made via the Admin Portal
But it would be better if it will show all the changes including who deleted certain messages, What changes have been made and who made the changes and any other changes made by user or any admin.
1 vote -
It would be great to have the capability to create a Performance Report and have other members of the admin team be able to see and modify
Group Admin read/write access to all Performance reports.
5 votes -
Ability to report on Whisper/Barge support
We would like to be able to create historical reporting on how many times an agent has required support via whisper or barge.
1 vote -
keyword search on call history
Option to enter a keyword to search the call log and bring up the call transcript.
1 vote -
ACW/Wrap up timer not showing in Live Reports
Live Reports ACW/Wrap up timer not showing
For the wrap up response, there is no sub-status or timer on Live Reports when a specialist is in wrap up. Unavailable is the only status we see - nothing to specifically indicate wrap up.
1 vote -
Performance reports graph for call queues shows inaccurate data
We need to have an accurate graph representation in the Performance Report for call queues.
We were told that the data aggregation for the queues tab temporarily failed to process the graph properly. When this fails, it is usually due to a temporary synchronization lag between the raw call logs and the analytics engine.
2 votes -
Ability to export a report mapping Users to their configured Outbound Caller ID numbers
As an Account Administrator,
We want to pull or export a comprehensive report from the RingEX Admin Portal / Analytics Portal that lists all Users alongside their actively configured Outbound Caller ID numbers,
So that I can easily audit, verify, and manage company phone number presentation across the organization without having to manually check each user profile individually.
Current Limitation / Problem Statement:
Currently, there is no centralized, exportable report that displays what a user’s current outbound caller ID configuration is set to. While the Analytics Portal shows historical call logs (which numbers were used for a call), it does…1 vote -
Analytics on AI Receptionist
In the Analytics part of the AI Receptionist, it should also show how many calls are being transferred to an extension, eternal number and such so. Currently, we are only getting it in call history. But to track the details, we should be able to get it under Analytics.
1 vote -
Enable Timezone-Based Timestamps for Exported Analytics Reports
Customers have reported inconsistencies between the timestamps displayed in the RingCentral Analytics dashboard and the timestamps shown in downloaded/exported report files (CSV/Excel format).
Currently:
The Analytics dashboard correctly reflects timestamps based on the customer account’s configured local timezone (example: EDT).
However, exported reports are generated using UTC/universal time format regardless of the account timezone settings.Requested Enhancement:
Provide an option for exported Analytics reports to use the account’s configured timezone instead of UTC. Ideally, this can be implemented through one of the following methods:Automatically apply the account timezone to exported reports.
Add a selectable timezone option during report export.…10 votes -
Reporting Capabilities | Generate a year-to-date and hour-by-hour breakdown |
The customer is requesting an enhancement to reporting capabilities that would allow them to generate a year-to-date, hour-by-hour breakdown of inbound external call volume, including the following metrics:
Answered calls
Abandoned calls
Missed callsThis level of detailed reporting is required for workforce and manpower planning purposes, as the current reporting options do not provide a consolidated view with this level of granularity.
The customer has indicated that having a single report or dashboard with YTD hourly call distribution and outcomes would significantly improve their operational planning and staffing efficiency.
3 votes -
AI Notes - Add Date to Notes
Date/time of call notes only appears on notes older than today. If call notes are pulled for today, they only display the time stamp. Would like today's notes to also show the date and time versus just time.
1 vote -
Persistent Dynamic Filters for Analytics Subscriptions
Overview
Requesting a change to how Performance Report Subscriptions handle user filters. Currently, saving a report subscription triggers an "Implicit Filter Lock," which snapshots the current user list and excludes any future users added to the account.The Problem: "Implicit Filter Locking"
When a user creates a Performance Report subscription:Even if "All Users" are intended to be included, the system saves the specific IDs of users active at that moment.
The New User Gap: Any user added to the system after the subscription is saved is automatically excluded from the emailed report.
Manual Maintenance: To include new hires, an…
1 vote -
Ability to trace calls that does not have disposition in real-time dashboard
Real-time dashboard should also show the number of calls that have pending disposition instead of just showing yes or no.
1 vote -
Have an option to check who was available or not available on RingCentral app
Have an option to check who was available or not available on RingCentral app. On the live reports page, super admins should be able to check who was available, who was on do not disturb, and who was on offline so that every person will be accountable, especially for taking in calls.
1 vote -
Ability to download sip logs of call logs
Ability to download sip logs of call logs in admin portal
1 vote -
Answer % for Outbound call - Anlaytics
There is currently no “answered call percentage” metric for outbound calls. All outbound calls are treated as connected once placed, which does not reflect whether the call was actually answered.
Gap
This limits visibility into true customer engagement and outbound performance.Proposed Solution
Introduce an Outbound Answered Call Percentage metric:Definition:
Answered outbound calls ÷ total outbound call attempts × 100Requirements
Differentiate between answered, voicemail, and unanswered calls
Include in reporting and dashboards
Align definition clearly with existing inbound metricsValue
Provides more accurate insights into outbound effectiveness and agent performance.2 votes -
ACE My Reports - Auto Report Deletion of expired reports
Within ACE, MY REPORTS, expired reports (one-time) should auto delete upon expiration. The report is expired, I cannot retrieve it, why should I have to manually delete the notification?
1 vote -
Allow Unknown inbounds/outbounds to Auto-Log into Google Sheets Without Requiring Existing Contacts
Currently, RingCentral call automation only logs calls into Google Sheets when the caller’s phone number already exists in the system/contacts. If the number is not saved as a contact, the call does not auto-enter into the Google Sheet unless we manually add the contact first.
This creates a major issue for sales teams because many inbound calls come from new or unknown leads. These leads are not already saved in contacts, but their call data is very important for tracking, follow-ups, reporting, and lead management.
Feature request:
Please remove the dependency that requires a phone number to already exist in…2 votes -
Ability to generate a report of all user extensions with a Video Pro license that have call forwarding enabled to external phone numbers.
We request the ability to generate a report of all user extensions with a Video Pro license that have call forwarding enabled to external phone numbers.
2 votes
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