950 results found
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Display active call lengths for ongoing calls
There should be a way to see how long an agent has been on their current call. This would be benefical to managers/leads to be able to monitor so that they can accurately staff the queues, resolve issues, etc. For example, if a manager sees that their agent has been on a call for an extended period of time, they would know they need to perhaps reach out to the agent and see if there is any way they can assist the agent or if there is an issue that needs attention.
Most voip and phone system companies have this…
4 votes -
Call Reporting \ Analytics for the Standard User
We need a feature for standard users to have call metrics so they can review how many calls they made and received. A dashboard similar to Analytics for administrators. Currently, Analytics displays all users calls, but want this feature only tied to the users account so they can only see their call metrics.
4 votes -
Live reporting: Able to see if agent is currently on outbound or inbound call
Need to be able to see in call queue dashboard if agent is on outbound or inbound call. Currently can only see if agent is on a current call but not if it is outbound or inbound.
9 votes -
Agent Analytics: Log Agent Queue Uptime
Show how many hours an agent was Active in the queue. It would be fantastic if we could actually set their individual hours somewhere so that I didn't have to do math / search on only those specific time frames but if it was simply "Amt of Hours was Agent X was Active in the Queue" that would be fine
8 votes -
Live Reporting : Dashboards need to have more than one editor
Need Reporting dashboards to have more than one editor. Currently only the creator of the dashboard can edit the dashboard. Even admin can only view another users dashboard and not edit. Original creator should be able to give access to another editor and admins should be able to edit all dashboards by default.
5 votes -
Live Reports : Need to widget to reflect multiple queues
Need there to be one widget that is reflecting more than one queue. Currently when a widget is created for Queue monitoring and Queue calls, you can only select one queue per widget and not multiple.
3 votes -
viewing # of times a queue number was used.
As of the moment, the feature you are referring to is not yet available for report for viewing # of times a queue number was used. Actually, this is a great idea to submit a Feature Request to our Product Enhancement Team to make a consideration and include it in our next release.
1 vote -
RingCentral Analytics - Share and collaborate on saved reports
We would like the ability to share reports we have configured saved with other users in RC Analytics.
In addition when sharing the report with another user we would like the option to supply owner, read-only or edit access.
32 votes -
RingCentral Analytics Company Numbers - Please include a column indicating what the number is assigned to
We have so many sites and telephone numbers, it is impossible to remember what they are assigned to. So it would be very useful if the company numbers report included a column that indicated what the public telephone number is assigned to e.g. the RingCentral Site.
14 votes -
Report from analytics that can be subscribed to that shows the calls of questionable quality.
This would be useful to single out the users with issues and narrow it down to what is causing the issues.This would allow records to be kept by admins so that causes for moderate to poor call quality can be monitored for each users having issues.Since all stats for calls are captured from the call starting point to Ring Central and then from Ring Central to the end point. There would only need to be a report to subscribe to.
2 votes -
Nice in Contact Call Analytics
Submitted in the Contact us interface in the Nice in Contact interface as well...I'm looking to submit a feature request. Basically, when we have agents working from home, we currently don't have a way to determine if the agent drops a call or rejects a call due to the way they interact with the system, or poor network connectivity, etc. We would like the following (options of 3 tools to accomplish the task at hand)
Some sort of identifier in reporting that tells of a disconnect vs. rejection from agent, etc.
Some way to link Nice in Contact to the…
23 votes -
RingCentral Analytics Site filter should result in displaying items in the table that have data
Currently in RingCentral Analytics if you filter on a site, the table will still return all items (sites) but with "0" against the metrics. This is both confusing and frustrating for our business.If there is no data then these rows should not be displayed.See attached example where I have filtered on a single site.
1 vote -
Report upload in BI tool
I would like the option for a Last 30 Day, Last 60 Day, Last 90 Day data lookback to be able to schedule that report and have it uploaded automatically daily to our BI tool. Current options only allow for this month or last month, and would like to have a rolling lookback option.
1 vote -
Option to view what phone number dialed in during a Meeting under Analytics > Meeting Dashboards
If we have this feature, the Admin will be able to determine or identify who joined in by validating the phone number.
1 vote -
Analytics portal scheduled reports email
The user extension who created the scheduled analytics report was already deleted from the account and the email address of that deleted user is still receiving the scheduled reports. The option to delete/edit the scheduled reports/subscription is not available on the super admin's end. It will be better if there will be an option on other admins/super admin on the account to edit the scheduled reports/subscription settings.
1 vote -
Analytics on returned missed calls and voicemails
it would be useful to be able to analyze which missed calls and voicemails have been returned. We are operating medical practice and our goal is to return all voicemails ASAP. Currently we are exporting all the calls in the Excel and then through some number crunching finding out which voicemails and missed controls have not been returned. If such analytics feature exists, it would save lots of time to do Excel work.
4 votes -
Report showing Users and CQG Voicemails
Would like a report that shows you users/CQGs current number of VMs in their VM inbox. Would like to see date of oldest unheard and total unheard as well as total count of all VMs (both unheard and heard)
6 votes -
Reports on text messages that go outside the company
Our callers also use text messages to reach customers. It would be good to see how many times they reach out via text as well as by calling.
4 votes -
Increase Data Retention of Analytics
customers are requesting to increase data retention of analytics report"Our business heavily revolves around call volumes and frequency...if we can't get the data we need, then I'll need to have a discussion with our executive team into looking for a provider that will/can provide basic data for years prior...""how can we accurately forecast against historical data only looking back 6 months?"
29 votes -
Analytics metric color options
The primary and secondary metric colors on the graphs are static. Users with color blindness have difficulty differentiating the two colors. Color options on these metrics would allow them to customize to their needs.
5 votes
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