1334 results found

1. Access to the call transcript of other extensions

   Configure permissions to allow the Super Admin role to access, review, and download call transcripts by other user extensions

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2. Access call log of other extension via the RingCentral app

   "We require a configuration that allows selected team members to monitor the call activity/log (made and received) of other account extensions. This visibility must be accessible within the standard RingCentral app interface, bypassing the need for admin portal access."

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3. ability to show RingEX live dashboards on a kiosk device via a shared URL

   ability to show RingEX live dashboards on a kiosk device via a shared URL

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4. Texting Folder for Each Location

   every location has their own folder where the text messages go

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5. Report with all numbers on the account along with the call forwarding information

   It would be beneficial to download a list or report with all the numbers on the account along with the call forwarding information per number

   Example: If the phone number (215) xxx-xxxx, is forwarding calls to (239) xxx xxxx, we would like to be able to see that information in the report.

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6. Performance reports customization

   The ability to generate a report excluding all Internal calls. Call direction is set to Inbound/Internal by default.

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7. Call Queue Callback Details (Call Queue Booster)

   The customer is requesting a reporting solution to track missed, successful and unsuccessful callback attempts across available reporting tools. They need visibility into failed callbacks to identify customers who were not reached and follow up accordingly .

   This capability is currently on the roadmap for late Q3/early Q4. Customers who already have Call Queue Booster will not need to purchase the Pro license to access this functionality.

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8. -abondonned call and refused call or calls that are missed if they have the option to have a check mark so they can keep track of the callba

   -To have abandoned calls and refused calls or calls that are missed, to have the option to have a check mark so they can keep track of the callbacks made.

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9. Audit Log for TCR Campaign Changes

   Make the audit log more verbose for when phone numbers are added/removed from TCR Campaigns. Currently the log only says "X number(s) was/were assigned to registration XXXX"

   It would be nice if the actual 10 digit number was also included in the logs, and if the "change made to" would show the extension that the number is tied to (if it is assigned to an extension).

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10. Customer Visibility into Outbound Call Failure Diagnostics

    Summary
    Provide administrators and support personnel with access to outbound call diagnostic logs that indicate where a call failed (e.g., RingCentral platform, partner carrier, or destination carrier/network) and the associated SIP response or failure reason.

    Business Need
    Customers frequently encounter outbound calls that result in intercept or congestion messages. Currently, they must contact RingCentral Support to determine whether the issue originated within the RingCentral network or was caused by a downstream carrier. Providing greater visibility into call failure details would enable customers to perform initial troubleshooting independently and reduce support interactions.

    Requested Functionality

    Display the call failure point within the Call Log or Analytics portal.
    Show the SIP response code and a user-friendly explanation (e.g., "Rejected by destination carrier," "Destination network unavailable," or "Blocked by receiving carrier").
    Identify whether the failure occurred within the RingCentral platform or after the call was handed off to a partner or destination carrier.
    Allow administrators to export or download these diagnostic details for troubleshooting and recordkeeping.

    Benefits

    Reduces time to identify the source of outbound calling issues.
    Enables customers to distinguish between RingCentral platform issues and external carrier/network issues.
    Decreases support case volume for outbound call investigations.
    Improves transparency and customer confidence during troubleshooting.
    Accelerates resolution by allowing customers to engage the appropriate carrier when necessary.

    Use Case
    A customer experiences outbound calls that receive intercept or congestion messages. By reviewing the call diagnostics in the portal, the administrator can immediately determine whether the call was successfully routed through RingCentral and rejected by the destination carrier, eliminating the need to open a support case for initial verification.

    Summary
    Provide administrators and support personnel with access to outbound call diagnostic logs that indicate where a call failed (e.g., RingCentral platform, partner carrier, or destination carrier/network) and the associated SIP response or failure reason.

    Business Need
    Customers frequently encounter outbound calls that result in intercept or congestion messages. Currently, they must contact RingCentral Support to determine whether the issue originated within the RingCentral network or was caused by a downstream carrier. Providing greater visibility into call failure details would enable customers to perform initial troubleshooting independently and reduce support interactions.

    Requested Functionality

    Display the call failure point within the… more

    2 votes

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11. Bulk updating/copying Business Analytics dashboards

    I would like to be able to edit the table for the default dashboard (queues, users, etc.) and be able to apply that as a template to selected "My dashboards."  I have over 200 dashboards and subscriptions, so making a change to this table and applying it to all of my dashboard is very time-consuming. The ability to bulk update is desired.

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    7 votes

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12. KPI for calls transferred externally

    We need a report or KPI that shows the number of calls that are being transferred externally as a result of hold time or because they chose an option that transfers to an external number

    2 votes

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13. Dynamic "Last Full Week (Mon-Sun)" Relative Date Filter for Analytics Report Subscriptions

    Summary
    Introduce a native relative date filter called "Last Full Week (Mon-Sun)" for Analytics reports and automated report subscriptions. This filter would automatically generate reports covering the most recently completed calendar week, eliminating manual date range maintenance and preventing data inconsistencies caused by configuration timestamps.
    Problem Statement
    Current reporting options do not provide a reliable method for automatically delivering complete weekly performance reports.
    Current Limitations
    1. Static Custom Date Ranges
    When users configure a report using a custom date range, the selected dates remain fixed indefinitely. Automated subscriptions continue to send data for the same historical period and do not advance as new weeks pass.
    2. Timestamp-Dependent Relative Filters
    Existing relative date options such as "Last 7 Days to Date" calculate report boundaries based on the exact date and time the subscription was created or modified. As a result:

    Reports may end at a specific hour rather than at the end of the day.
    Weekly reports can contain partial-day data.
    Users may receive less than a full seven days of reporting data.

    1. Data Truncation Issues Reports frequently exclude valid data due to boundary calculations tied to the configuration timestamp. This can result in:

    Missing hours from the final reporting day.
    Incomplete weekly reporting periods.
    Inconsistent metrics between reporting cycles.

    1. Inefficient Administrative Workarounds To obtain a complete Monday-through-Sunday report, administrators must often create or update subscriptions immediately after midnight. This workaround:

    Is operationally impractical.
    Creates dependency on manual intervention.
    Introduces risk from time zone differences between users and backend processing systems.

    roposed Enhancement
    New Relative Date Filter
    Add a predefined date filter option:
    Last Full Week (Mon-Sun)
    This option should be available anywhere Analytics report date ranges are configured, including automated report subscriptions.

    Functional Requirements
    1. Dynamic Weekly Boundary Calculation
    The filter should automatically calculate the most recently completed calendar week based on the account's configured time zone.
    Start Boundary

    Previous Monday
    Time: 12:00:00 AM

    End Boundary

    Previous Sunday
    Time: 11:59:59 PM

    Example
    If a report is generated on Monday, July 6, the reporting period should automatically be:

    Start: Monday, June 29, 12:00:00 AM
    End: Sunday, July 5, 11:59:59 PM

    1. True Rolling Automation The reporting period should automatically advance by one week on each execution without requiring users to:

    Edit the subscription
    Re-save report settings
    Reconfigure date filters

    Each scheduled run should dynamically evaluate the most recently completed full week.

    1. Decouple Configuration Time from Data Selection Report boundaries must be determined exclusively by calendar-week logic and the account time zone. The following must have no impact on the selected reporting period:

    Report creation time
    Report modification time
    Subscription save time
    Scheduled delivery time

    For example, a report scheduled for Monday at 8:00 AM should still return data for the complete prior Monday-Sunday period.

    Expected Business Benefits
    True Report Automation
    Eliminates recurring manual date adjustments and enables reliable week-over-week reporting.
    Improved User Experience
    Removes the requirement for administrators to perform configurations at specific times, such as shortly after midnight.
    Accurate Performance Metrics
    Ensures reports consistently contain complete weekly datasets without truncated or partial-day data.
    Reduced Support Volume
    Addresses a common source of reporting confusion, minimizing support cases related to incomplete reporting periods, time-based filtering behavior, and time zone discrepancies.

    Success Criteria

    A user can select "Last Full Week (Mon-Sun)" when creating an Analytics report subscription.
    Reports always return data from the most recently completed Monday-Sunday period.
    Date boundaries are based on the account's configured time zone.
    Reporting periods automatically advance each week without user intervention.
    Scheduling or editing a report does not alter the underlying reporting window.
    Weekly reports contain complete, non-truncated datasets.

    Priority: High
    Category: Analytics / Reporting Automation
    Business Impact: High – Improves reporting accuracy, user experience, and subscription reliability while reducing ongoing administrative overhead and support escalations.

    Summary
    Introduce a native relative date filter called "Last Full Week (Mon-Sun)" for Analytics reports and automated report subscriptions. This filter would automatically generate reports covering the most recently completed calendar week, eliminating manual date range maintenance and preventing data inconsistencies caused by configuration timestamps.
    Problem Statement
    Current reporting options do not provide a reliable method for automatically delivering complete weekly performance reports.
    Current Limitations
    1. Static Custom Date Ranges
    When users configure a report using a custom date range, the selected dates remain fixed indefinitely. Automated subscriptions continue to send data for the same historical period and do not… more

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14. access meeting reports in analytics without changing roles

    All type of admins (super admin, phone system admin, Etc.) should have access to all analytics reporting without changing roles

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15. Need AI Notes not being tracked

    We notice that the Audi trail will not track if the AI Notes are enabled. THanks

    2 votes

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16. add all the KPI options to the table builder like total handle time and avg handle time

    add all the KPI options to the table builder like total handle time and avg handle time

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17. Add average handle time to business analytics' table section for users dashboard

    Add average handle time to business analytics' table section for users dashboard

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18. Allow regular users to view queues in Business Analytics

    Allow regular users to view Call Queues in Business Analytics without granting them manager or admin permissions to the queues or changing their user role to super admin.

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19. Retrieve Report from the system was established up to the current date

    Retrieve Report from the Contact Center was established up to the current date

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20. Need to be able to toggle between light and dark mode

    The ability to toggle between light and dark would be helpful especially during different times of the day.

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