1213 results found
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Press 1 for incoming call information to be applied in all mobile carriers
Press 1 for incoming call information to be applied in all mobile carriers
2 votes -
reports in modern formats .xlsx
We would like reports to generate in modern formats .xlsx by default, as we move forward with security enhancements. Our company policies block legacy file formats due to security reasons but the reports that generate from Ring Central are in old formats .xls
7 votes -
Transfer limit.
is there a way ring central could automatically turn off a transfer feature after so many calls have been transferred. example, if i wanted to only allow 100 calls per week to be transfer to Pella Corp ext. 1008 (i think) is the system smart enough to calculate and not allow any more calls transferred for that week.?
1 vote -
Hold Time shows as zero on Business Analytics and Talk Time not accurate
The customer wants to have the talk time duration accurately on the Analytics, whether separately or combined outbound and inbound.
Should have hold and transferred call duration correct for two users.
Also, if agent 1 transfers a call to agent 2, talk time should be 5 mins for agent 1 and 5 minutes for agent 2.5 votes -
RingCentral application can turn off status automatically
I understand your frustration. It seems inconvenient to have to manually make yourself inactive each time you close the app. I agree that it would be more convenient if this process were automatic. Have you checked if there is a manual available for optimizing the settings on your computer and iPhone? It might provide some helpful information.
2 votes -
Live reports license availability statement
You are currently able to view licenses that are assigned to an individual within the Live Reports licenses section, but not unique users who may have logged in to view a dashboard, and not be a named user.
It would be helpful to have a point-in-time statement of which unique users have also used a Live reports license during the customer's billing month to assist the customer in knowing whereabouts they are in terms of available licenses.
4 votes -
To have visibility to see the number of call per day per customer in Analytics
To have visibility to see the number of call per day per customer in Analytics
1 vote -
Live Reports: Caller ID of queued calls.
We can already see the amount of callers waiting in the queue but we are unable to see what their caller ID is. This would be a benefit in the event of a call drop/disconnection to be able to see if/when they call back in. It also allows for our agents to be aware of potential social engineering threats when someone repeat calls looking for a different agent.
2 votes -
Ability to assign/share a User's direct number as a caller ID to other users
We would like to be able to share a user's direct number as a caller ID with other users.
5 votes -
Add physical addresses to reports as a tab
When a large account with multiple office locations or remote workers, there is no report that would allow us to provide the address for all customers if entered. Our reports can filter by "ship to address" but if the user has a softphone or a BYOD device this field is blank. This would help our teams perform a multitude of internal audits with this option.
12 votes -
Option to add Avg Abandon time in Performance Report.
This option is available in Live Reports so it should be available too in Performance Reports.
3 votes -
Performance Call Reports
For Call Reports in Performance reports, it would be best to show/include the user's extension number to easily identify which user made/received the call.
1 vote -
download reports to where transfered calls are sent automatically
When gathering report for a certain call and need to download the report to where the calls are being transfered to not be done manually but the data is automatically showing to where it was transfered
3 votes -
Change the start date of Yearly Reports
Would like to change the start date of yearly reports in LOB to align with company financial year rather than calendar year.
1 vote -
Reporting Enhancement: Add categories for type of inbound calls to MVP queues.
Reporting Enhancement: Inbound MVP: Add categories for type of call for MVP queues. This will allow us to to understand the types / reasons for inbound calls
3 votes -
Generate a report where the call got disconnected. i.e., IVR Menu, Call Queue, User
• What issues is this solving for? Generating reports for calls being disconnected while on the IVR Menu prompts.
• How will the feature help customer’s processes? It will help determine how many calls are being disconnected while the IVR Menu prompt is playing.
• Who would benefit from it? The RingCentral customers.
• How should it work? When they go to the Analytics Portal > Performance Reports, there should be an option to see where the calls got disconnected. i.e., IVR Menu, Call Queue, Users1 vote -
Customised hours
Not enough rules for customising the times for the Call Volume and Service Level widgets.
We only have a choice of hours, which is complicated when a service has hour-long breaks.
As a result, the abandoned call rate is incorrect and so is the service level.
1 vote -
Business Analytics - Any way to display call quantities that were blind transferred
In Business Analytics I'm trying to create a report that shows the number of calls that were blind transferred vs transferred normally (where the user puts the caller on hold, calls the person asking if they'd like to accept the transferred call, and if so only then do they transfer).
We're trying to get on top of staff using the blind transfer functionality.
1 vote -
Analytics Company Numbers- Ability to filter if its routed to the call Call queue,IVR or User
Analytics Company Numbers- Ability to filter if calls are routed to the Call queue,IVR, or User
5 votes -
Provide
Add reporting capacity to get more insight into transfers and to delineate cold vs warm transfers. To then be able to do the following based on that:
- Generate reporting on the total numbers of each.
- Generate reporting on the percentage of each in comparison.
- Generate reporting on the percentage of total call volume.
- Generate reporting on how many transfers customers experience with the ability to highlight above an indicated threshold.
- Facilitate insight into if an agent is shunting calls and highlight other undesirable behaviors or customer experiences to facilitate coaching or remediation.
Currently, there is only the ability to look…
5 votes
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