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950 results found

  1. Ability to pull a date range for reporting, but have it broken down by date in the file

    1 vote
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  2. Using the park times to better measure out hold times. Our incoming calls are not placed on hold, but a switchboard of park lines. Measuring average length, target goals, and even separation of percentages of average (% answered within 15sec, % answered within 30sec,% answered within 1min, etc.) would better for us to measure how long customers are holding for a representative. Reporting for this metric (including longest park time each day) would allow us to better understand the service our customers are receiving and hold out team accountable.

    1 vote
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  3. Is there a way we can trigger an email for Abandoned calls? or if the Abandoned Call Rate for a User is over a certain value % or quantity?

    1 vote
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  4. Hi Team,

    I’d like to request a feature enhancement for RingCentral Performance Analytics Reporting & Subscriptions to improve usability and ensure accurate reporting.

    Current Challenge:
    • At present, when new members are added to a Queue, they are not automatically included in Performance Analytics Reports and Subscriptions. Instead, users must manually filter and add new members to each report and subscription. This manual process introduces the risk of omission, leading to incomplete analytics, reporting inconsistencies, and missing scheduled reports.

    Proposed Solution:
    • Implement a functionality where any user added to a Queue is automatically included in Performance Analytics Reports and…

    3 votes
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  5. Performance Report - Analytics Portal Enhancement Request

    Request to add an option to filter working days only for a selected month. The feature should allow users to retrieve call data specifically during the company's business hours.

    Currently, the "Last Work Week" option only provides data for the previous week, but there is no option to filter working days across an entire month. This enhancement would improve reporting accuracy by ensuring that only relevant business-day data is included in the analysis.

    3 votes
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  6. When users modify the KPI filter in the Performance Report and navigate to other sections within Analytics (e.g., Business Analytics), the KPI settings reset to their original state upon returning to the Performance Report. This request proposes enhancing the system to retain the user's KPI filter settings across different Analytics sections.

    Current Behavior:

    Users adjust the KPI filter in the Performance Report.

    Upon navigating to another Analytics section (e.g., Business Analytics) and returning to the Performance Report, the KPI filter reverts to its default state.

    This requires users to reconfigure their KPI settings repeatedly when switching between sections.

    Requested Enhancement:

    2 votes
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  7. Provide unavailable times for each rep so we can see how long they have been unavailable or at a Do not disturb stage

    3 votes
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  8. Currently, there seems to be a confusing and misleading mismatch between the call logs and performance reports. Specifically, when a call is not answered by the recipient and a prompt is heard (e.g., "called party not available" or "number is not active"), the call will show as "Not Answered" in the call logs. However, in the Performance Reports (under Calls), it appears as "Connected - Live Talk."

    To ensure consistency, the call outcome label should be the same on both platforms for this scenario. We recommend that it be displayed as "No Answer" across both systems. It's important to note…

    2 votes
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  9. Ability to use RC app for checking call counts and not just call logs.

    1 vote
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  10. We have problems with Notifications Plus not always notifying the person who is supposed to get the call. To be able to get a log of the calls that are made by Notifications Plus. That would be very helpful. A log file would help me be able to see what is going on.

    2 votes
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  11. I would like to be able to see if and how our phone system is being used by external callers. Would be nice to see what number they call in to and the auto attendant moves there call to different users.

    1 vote
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  12. On a table widget by company numbers, allow adding columns like Name and Assigned to so you know what the number is and who it is associated to without having to lookup the number.

    1 vote
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  13. Customer wants to enable Call queue Routing and Call Queue - Remote Member Management

    3 votes
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  14. 1 vote
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  15. Customer would like to have the feature wherein on Analytics reports he can filter the user that has the RingEx liscense and the log in activity

    2 votes
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  16. We need a count of unique contacts or numbers dialed. It must be unique to show how many different numbers were dialed per period (day, week, month, etc...) Not only the amount of outbound calls but unique numbers dialed.

    1 vote
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  17. TO ADD FILTER FOR TIME RANGE FOR WEEKDAYS WITHOUT THE WEEKENDS

    2 votes
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  18. Would love to be able to select a dashboard to add a new user to at the point of creating the new user. This would update the dashboards without having to manually go and visit them and update them. The same could work for User Groups and Call queues. A non mandatory drop down would be great when creating these items.

    1 vote
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  19. Ability to track on audit trail to see who sent an external invite when a user or a super admin send an external invite to create a free account

    1 vote
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  20. Ability to calculate the ring time, hold time, and live talk time from the call log. I'm trying to analyze individual calls and need help finding a reliable way to determine what the ring time and live talk time is from the call log data.

    10 votes
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