Skip to content

Analytics & Reporting

Analytics & Reporting

Categories

JUMP TO ANOTHER FORUM

  • Hot ideas
  • Top ideas
  • New ideas
  • My feedback

782 results found

  1. This will help us to understand the use cases of how our teams are using RingCentral messenger for collaboration. Are they still doing the vast majority of lengthy messages in Email, or are we seeing a transition to MVP?

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  2. We have had at least two instances of either a bug or having to switch a user to a new extension because of an issue. The problem that happens is that the analytics data stays with the old extension number, which ruins the ability to analyze things over the entire duration of an employee's time with a company. I can only imagine how many extensions "could" be created over time for many different reasons. If you could "merge" the data for two extensions by one employee, that would enable you to have accurate, long-term metrics for an employee.

    3 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  3. Calls to external numbers that may be set in a forwarding rule are presently only captured in the Queue Performance Reports. However it would be great to also include these in the Calls Performance Reports so that we can filter on these.See support case #13330306 for more details.

    11 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  4. Live call count dashboards for users, maybe on HUB. When employees have call counts they have to meet daily they really need to able to see their own live metrics.

    6 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  5. Really a disadvantage that RC doesn't have the ability to create subscriptions for future dates/times. Having to manually run a call report numerous times a day to get the daily rollup instead of just being able to let it run is honestly archaic.

    5 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Planned  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  6. If an IVR has 6 options I want to have a computation percentage on each option. This will definitely help us determined on how many percent customer's presses each option on IVR to show on performance reports. Because we really need that.

    4 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  7. Right now, when I go to the performance reports section and download calls, the abandons are not being included. I want to be able to see and download the data on what the individual abandons were.This would be useful because it will allow analysts, and by extension managers, greater visibility into what calls are being abandoned. It is hard to know when these abandons are happening, where they are coming from, how long the caller was trying to wait before hanging up, etc. without more granular data.

    4 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  8. This would give more accurate reporting for how many calls are made and how much time is spent on calls by employees, regardless of whether they're video or voice only calls.

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  9. Currently, customers have to copy and paste data from the QoS portal for each incident. Preferably, they would want to download the data.

    73 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  10. It would be useful if the Ring Central Analytics were to include IVR Path reporting.

    18 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  11. Please add a column on a report and allowing the user access to information they have access to at the Queue level. Why not the user level as well so we can see all the itemized calls and their handle time. We need this to track productivity for our users.

    2 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  12. this will allow me to see what time they queued out and make sure it matches up with tickets or question why they were not queued in if they were not actively working a ticket.

    3 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  13. instead of filtering it daily, have a breakdown if specific date range is selected as filter to reflect the kpi

    2 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Implemented  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  14. I would love to see a Dropped Call / Contact End Reason Report so if patients or customers complain of a disconnected call we can find out what happened.

    4 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  15. We only want to see the missed calls information when we're on business hours. However, since our hours each day aren't always the same, it would be a great help if there was a way to set the hours daily to different time periods.As it is, there is only one option for the duration of when it starts/stops, but while it would normally be fine as most companies have set hours during the week, there are also some companies like us that have different hours.Ex:) Mon: 8am-5pm Tue: 10am-6mThanks for the consideration.

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  16. This would be useful to determine how quickly the callers are abandoning the call. Are they leaving in less than the established threshold? This historical data would provide some much needed insight that would assist in making adjustments as needed to better serve our customers and see and understand trends.

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Implemented  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  17. For the customer not to download manually the average wait time for all calls. System needs to have an automated version to compute the average wait time for all calls.

    2 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Implemented  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  18. We need to analyse incoming and outgoing calls from clients to see who is and who is not contacting us. The number alone is no use.

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  19. In simple call logs, Analytics-Performance Reports and Analytics-QoS-Call logs, call start times are only given in hh:mm.

    3 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Planned  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  20. On the performance report it would be helpful to have the VM/Missed separated from the Missed calls. Currently we are going through the call log manually to separate them out. We have to keep track of how many calls ring through and make it to voicemail so having those set completely from missed calls that just hang up before VM would be great.

    3 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Implemented  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  • Don't see your idea?