311 results found
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Performance report refresh rate
There doesn't appear to be a way to set the performance report data to refresh more often than every hour
7 votes -
Missed calls to queue showing up as "Answered Elsewhere"
When queue receives a call and one person answers, all members of the queue are given a "missed call" notification instead of an "answered elsewhere" notification as per the 23.3 update. Customer would like to be able to see and "answered elsewhere" notification so they don't call customers multiple times.
45 votes -
Improvment on Analytics Device Alerts
Customers have been seeing false positive alerts on device alerts set in RC Analytics. This has been occurring when assigned devices have not gone offline but possibly suffered from a drop in network connection momentarily. This request is for an improvement on the accuracy of the device alerts going forward.
1 vote -
Comprehensive Call Tracking in Business Analytics - Including Call Queue and Individual User Extensions
Feature Description:The current Business Analytics feature offered by RingCentral provides valuable insights into either call queue calls or user calls separately. However, there is a critical need to enhance this functionality by incorporating the ability to track calls comprehensively. This feature request aims to bridge the gap by ensuring that calls that pass through call queues are visible at both the call queue level and individual user extension level. This enhancement will provide better visibility and facilitate easier analysis of calls, improving reporting capabilities within the Business Analytics platform.
13 votes -
Screen Barging
Customer would like to have a feature where they can't just hear the call but to also monitor the screen activity of the specific user.
1 vote -
Add Active call volume metric
In the Ring Central analytics there is not currently a way to view the total number of active calls on your system. You can view the active calls in the quality tab, but you have to add the total number up yourself. This is fine, but being able to see a number of "10 Active Calls" or "37 Active Calls" that is constantly updated would be a good way of measuring peak times at a glance. This is especially helpful for my business as we are a utility company and peak calls usually means trouble around the corner. Adding this…
1 vote -
Standard users to access the amount of outbound dials they have made each day
We track the amount of calls our agents make every day. However, the agents themselves don't have a way to easily check how many calls they have made throughout the day. For example, an agent may need to check the amount of dials they've made after 4 hours of work to see how many more dials they need to make to reach their goal for the day. We want the agents to be able to view only their own amount of calls.
1 vote -
Analytic reports for dialing time
It would be useful to us if there is an analytic KPI for the time the user is dialing for outbound many of the users are hanging the phone a long time before dialing
1 vote -
All calls alert from analytics
Customer would like to have an option for alerts for all calls for each extension.
1 vote -
Alerts for User Performance
I want to create an alert if a user does not exceed a certain conditional threshold. Example -> User's [answered + outbound calls] < 10 % of all users [answered+outbound calls]
1 vote -
In Performance reports, under the user tab, allow us to select multiple call queues
Currently we can only select All Calls, Non-Queue Calls, or just one call queue. We can do the math to get the number we need, but we don't get the specific details we want for those specific queues in one place. Currently we would have to go to each queue separately to get the specific info we want.
5 votes -
Analytics and Reporting Needs for FWD, International and Log Running Calls.
I would like to see some more reporting in analytics. I need to provide monthly Statistics on the following items. Forwarded CallsInternational CallsLong Running Calls
2 votes -
Determine the phone numbers from Abandoned calls from Analytics Report
Customer would like to have an option to view the numbers of abandoned calls from analytics report.
9 votes -
Download user info should include the call forwarding numbers
Download user info should include the call-forwarding numbers
22 votes -
bring back call volume and queue monitor
You used to have call volume in a 24 hour period and calls in queue, that has now disappeared and there is nothing
2 votes -
I am trying to find reporting to ensure compliance with RingCentral Enhanced Business SMS guidelines
I am trying to find reporting to ensure compliance with RingCentral Enhanced Business SMS guidelines. I want to ensure that we are not encroaching the messages per minute limit with the combine use of our API, CRM, And user messaging. Also, would be great if RingCentral simply Spooled Outbound Messages and sent using the throttled limits
1 vote -
Customer Service live report bookmark
We should not have to constantly search for our live reports when we pull it up daily. there should be a way to make it a favorite! I have asked this before and its frustrating
1 vote -
Adding "Missed call without VM" Option on the Business Analytics Dashboard
I noticed that there is an option on the analytics page wherein there is a count and percentage of Missed calls but it's only with voicemails, I'd like to have a metric that includes missed calls for those that didn't leave a voicemail or "Refused calls", especially for those inbound calls.
7 votes -
Filtering Analytics Performance
Would like to have the option to Filter the no. of calls received for a DN under a Call Queue
1 vote -
Analytics
verbatim from user: I was wondering if there was a way for you all to create an AD-HOC report for all the data. I feel like the data being tracked by RingCentral is inconsistent with the data in our personal logs. I noticed that RingCentral only keeps data up to 6 months in the Performance Reports for Data Analytics. Do you all have backups for the total amount of time we have been with RingCentral?
1 vote
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