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  1. RingCentral Analytics: Filtering for a specific external numbers in the calls report would be useful

    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.

    12 votes
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  2. Live Call Reporting

    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
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  3. Future Date/Time Performance Subscriptions

    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
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  4. Added KPI's on Performance Reports Regarding IVR extensions to have a computation on how many percent callers press an option.

    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
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  5. Allow data on abandoned calls to be downloadable along with the other call data

    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
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  6. Add Option to Include Video Calls with Voice Call Performance Reports

    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
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  7. Ability to Download Qos Reports

    Currently, customers have to copy and paste data from the QoS portal for each incident. Preferably, they would want to download the data.

    74 votes
    Future Consideration  ·  3 comments  ·  Other  ·  Admin →
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  8. Total DND time report

    On live reports it will be helpful to see how long someone has been on do not disturb and have the system count the minutes or adding a timer, so management can track this information.. Currently, this is not on performance reports and its not feasible to sit and monitor manually how long someone has been on DND status. This is important to ensure agents are available and not on DND outside of management guidelines.

    76 votes
    Future Consideration  ·  10 comments  ·  Live Reports  ·  Admin →
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  9. IVR Path reporting on standard Analytics

    It would be useful if the Ring Central Analytics were to include IVR Path reporting.

    24 votes
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  10. Outbound Handle Time for users in the Performance Report.

    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
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  11. create a report option to show a time stamp of when a tech queues in and out

    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
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  12. have a breakdown on a report if selected filter involves multiple days

    instead of filtering it daily, have a breakdown if specific date range is selected as filter to reflect the kpi

    2 votes
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  13. Dropped Call Reason

    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.

    5 votes
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  14. Live Reports Call Volume Time Period

    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
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  15. Average abandon rate for a queue in Analytics Performance Reporting

    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
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  16. Add additional tab to compute automatically the average wait time under performance reports

    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
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  17. Show contact name not just number on outgoing calls in Analytics/Performance Reports

    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
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  18. Call start times in hh:mm:ss.

    In simple call logs, Analytics-Performance Reports and Analytics-QoS-Call logs, call start times are only given in hh:mm.

    3 votes
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  19. Idea for Performance report

    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
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  20. Reporting | Refused Calls

    Separate refused calls to direct line versus refused calls coming from a queue/IVR pipeline on the reportAny API integration calls should have a separate description to filter call queues versus calls coming from an integrationInclude refused call details on logs when extracting reports

    6 votes
    Under Review  ·  2 comments  ·  Other  ·  Admin →
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