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946 results found

  1. If a call queue is forwarding a call during business hours via custom rule, the call is being tagged as abandoned. It should not be tagged as abandoned because the call was answered by the forwarding number.

    1 vote

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    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  2. Show ringing time and live talking time separately for outbound calls. Currently, ringing time is combined in live talking.

    1 vote

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    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  3. Export Adoption & Usage

    5 votes

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    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  4. I would like the ability from an admin access page download all voice recordings for specific extensions that are about to exceed the predefined archive value. We need wire recordings for over a year and it would be nice to download them in bulk by an admin instead of the user downloading then one at a time.

    1 vote

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  5. To have the option for downloading SMS logs per user extension

    2 votes

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  6. In order to have a more proficient and accurate reporting, auto forwarded or transferred calls should not show as missed on the prior extension where the call originated. This prevents the report to misidentify missed and transferred calls.

    1 vote

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  7. Need the ability to review performance and exclude calls flagged as potential spam from the stats

    1 vote

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  8. Ability to generate a list of work hours for all users.

    2 votes

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  9. Enable call data from Limited Extensions to be included in Analytics Reporting, allowing businesses to:

    Monitor call activity for Limited Extensions.
    Generate reports for internal tracking and auditing.
    Gain insights into overall system usage and performance.

    1 vote

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  10. Have a report which shows all uses who have a divert on their phone

    26 votes

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  11. It is easy to save a particular report in Performance Reports tab in Analytics portal since I don't need to go back and filter the specific date that I want to look for but instead I can just save and no need to filter the date again. Must have the same option under Business Analytics tab since the only option there is either subscribe or download.

    1 vote

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    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  12. With in the OQS you cant see any information if they are a contact centre users, it would help to have this information in the QOS then if a user is having issues we can gather more information from here.

    1 vote

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    New  ·  0 comments  ·  QOS  ·  Admin →
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  13. On the historical reporting, when a supervisor or any user view a digital conversation in RingCX it is being counted as interaction handled of that user although the interaction was not assigned to them.

    Sample report wherein the digital interactions were counted as handled:

    Interactions details report
    Interactions overview report
    Agent Activity Report

    It should not be counted as handled as the interactions were never connected to them. The users only view the interaction for other purposes (quality and/or review of the conversation).

    5 votes

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  14. Currently customers do not have the capability to download the Dashboard on RingCX Digital Analytics.

    The customer is requesting to have the ability to download the Dashboard as .xlsx or .csv.

    They are using this report to do forecasting so that they will know how many agents they need on a particular day.

    2 votes

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  15. Looking for an ability to have the option to Lock the RingTone Volume for any Desk phone devices (Polycom) so that other users cannot adjust the volume

    e.g : The manager one of our stores is hoping to see if we can set the Ringtone volumes of the desk phones so users can't turn them down or off. Thanks

    3 votes

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    New  ·  0 comments  ·  Rooms & Devices  ·  Admin →
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  16. Call Park location should be accessible to see on desktop/mobile app.

    1 vote

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  17. Integrate features such as the ones on CallRail so users can get granular detail on call tracking and call attribution to help with marketing campaigns and lead generation. Integrating website form tracking would be helpful as well.

    2 votes

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  18. Ability to check IP address of the provisioned phone in Ringcentral via admin portal.

    I need to find details on devices registered to RC by IP or mac address. Is there such a report I can run to tell me what IP a device is registered with?

    11 votes

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  19. Ability to add a second number for the verification code …. When I sign in I have my primary number and an email address that I can send the verification code but I want to add either a second email or a second phone number to receive those verifications

    2 votes

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  20. The Custom Message text box in the RC app is used by admins to check if someone is on break or lunch based on their message, it would be great if this was reflected in the admin portal so that admins that don't log into the phones but still provide support can see the employee's custom message from the RC app displayed in the portal.

    1 vote

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