1334 results found
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I need my staff to be able to track their talk time LIVE throughout the day. We have always been able to do this before.
Each user should be able to see their current talk time totals for the day LIVE. My team is expected to have 3 hours or more of talk time each day. It is critical for them to be able to track this and see where they are throughout the day. We have always been able to do this with our other carriers, so it is strange that there is not a function for them to do this with Ring Central.
5 votes -
Abandoned Call queue Rate
Call queue calls routed to play announcement during after hours should not be tagged as abandoned calls
24 votes -
In live call report we need colomn of total number of calls
In live call report we need colomn of total number of calls
3 votes -
Mulit-Select filter in Performance Analytics
In the Performace reports, under "calls" you have the ability to multi-select users, however you fail to be able to multi-select, Call Queues or the ability to select a user and a que is one or the other
1 vote -
Reports to filter on how many customers are reaching the maximum wait time and are getting transferred to external number
We have a call queue that is set so when the maximum wait time is reached, the caller gets transferred to an external number. Is there a way to see the external number transfer happen in RingCentral reports? We are trying to receive analytics on how many customers are reaching the maximum wait time and are getting transferred to this external number we have set.
16 votes -
Call Volume Live Dashboard
I would like to be able to see call volume dashboard, inbound and outbound, by day and by agent. I would also like a date range filter to easily compare call volume between specific dates.
19 votes -
Display Phone's MAC Address/Serial Number in Call Logs
Feature Description: Add the capability to display the MAC address and/or serial number of the phones that receive calls in the call logs, specifically for hotdesking setups. This will enable administrators and support staff to easily identify which physical phone received a call, improving troubleshooting efficiency and system management.
Use Case
In hotdesking setups, users frequently move between different physical phones. It becomes challenging to track which device received a call when reviewing call logs. By displaying the MAC address and/or serial number of the receiving phone in the call logs, administrators can:Easily identify the physical device: Determine which…
1 vote -
Warm Transfers counting twice in Reporting
We have a call center that has their own call queue, a customer calls the Call Center, and they perform a warm transfer to another call queue, to get the customer to a parts guy.
When looking at the analytics, to see the calls to that parts call queue, the warm transfer to that call queue counts as a call, and the connection of the customer to the part guy counts as a call. We would love to be able to filter out these warm transfers1 vote -
Routing of customers based on existing database of numbers
We need the IVR system to check the caller’s number when they press 1. If the number is already in our database, indicating that the caller is an existing customer, the call should be routed to the existing customer team (option 2) instead of being forwarded to the call-answering service.
1 vote -
Extension to Extension for Calling only
I need to be setup a number of phone extensions to not be able to call outside the building.
Essentially, I would like to allow certain phones to only be able to call internal extensions. Preferably we would like them to be limited to which extensions they can call.2 votes -
Call Data Report Improvement
The customer would like to have the option to generate call reports wherein they can view the total number of calls answered simultaneously as well as the maximum number of users that are on a phone call at the exact time in a given day.
3 votes -
RC Helpdesk Ticketing
The RingCentral support tickets are a mess. You create a ticket, and respond in an email which never gets picked up by the ticketing system and just says "Email sent to customer, waiting reply". What kind of ticketing system cannot integrate with emails? Now I am regularly having to go back through my emails to fish through and find the response from the tech.
This system is by far thee worst ticketing system for any enterprise corperation i Have ever used.
1 vote -
Ability to see when zero calls were made
Ability to download a report which contains calls per day in order to see what days have zero or few calls. Right now I can only seem to find reports that show total calls per month, but does not break it down by day.
2 votes -
Live Reports Data to show call queue member's state if logged in to Phone App or not
Live Reports should show the call queue member's state on the Phone App. When a user logs out from the application, Live Reports should show members state as "Unavailable" since the user is not logged in to the Phone App.
5 votes -
Email daily call recordings for quick playback
Ability to set up an email of call recordings sent daily or weekly. A quick way for Admin to listen to calls without logging in to RingCentral.
2 votes -
Break Codes
Break Codes in RingCentral (Status of users)
1 vote -
Analytics Report to show Ringing Timframe
Customer would like to include the ringing time to show in analytics as part of the reports.
4 votes -
Filter Users By Site in Analytics Performance Report
One of the filters in the Performance Report is Sites. While selecting the site, it changes the KPIs, but does not filter down the user list to the members of that site. Site Filters should change the entire report, not just one section.
5 votes -
Show receiving user extension on call logs
Customer noticed that on the call logs detailed/simple view some of the calls either missed or accepted, the user extensions aren't shown on the first column unless it is set to expanded view. Customer wanted to see if it is possible to show the extension number of the user that had received that call whether the call log is set to simple or detailed view.
1 vote -
handset information, mac address, status information (Online/Offline) export with user data
On the Users with extensions data export it would be very useful to include the extension has a handset assigned, its mac address and the current status of the handset whether is it online or offline. We have a large number of handsets required for health and safety reasons, It would be beneficial to be able to export this information in one download. We have over 1000 handsets in our organisation.
3 votes
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