436 results found
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Call Routing Map Diagram
We would like to have the ability to view the map or diagram of our company call routing, just like the feature we have for IVR editor where it shows a detailed diagram of the call routing. This shouldn't be limited to IVR menus only but also for all other types of call routing.
1 vote -
historical dashboard
On historical dashboards, it would be great if different information could be configured similar to the way we do it in the historical reports. For example, if the historical dashboard includes a graph, I would like to be able to customize it to remove columns that I don't need (i.e. Agent Group, Agent ID, Agent Group ID).
2 votes -
Send outgoing SMS as a Call group
Calls can be made by call group members using caller ID with the call group's phone number. I'd like to see this extended to SMS where group members can send outgoing SMS "from" that call group.
1 vote -
Wait Settings under Call Queue KPI
Customer would like to have the KPI for the calls being transferred to Wait settings " hen maximum wait time is reached, send caller to" to check the result
1 vote -
Create Custom KPI's in the Analytics
Ability to create custom KPIs in the reporting/analytics module
1 vote -
An ability to set up multiple scheduled report deliveries
I have a user who is looking to schedule multiple call reports containing differing parameters to be emailed to separate users. We were able to set up one, but could not find an option to schedule additional reports containing alternative parameters. Put more simply, we are looking to set up multiple scheduled report deliveries so that User X receives a report containing info from parameter set A, and User Y receives a report containing info from parameter set B.
1 vote -
Reporting that captures metrics displayed for the days of the week on one report
The ability to display a metric like Service level for each day of the week in one week periods or rolling 7 days. X axis would be day of the week (Sun-Sat) and Y would be service level. This reporting should also be duplicated in Historical Reports.
1 vote -
substitute caller id
The customer is requesting the ability to view Substitute Caller ID information within the reporting tools.
Currently, there is no available report that displays which Substitute Caller ID was used for outbound calls. This information is valuable for administrators and supervisors who need visibility into how calls are being presented to external recipients, especially in environments where multiple caller IDs are used for different departments or locations.
Adding a field in the reports to reflect the Substitute Caller ID used would improve transparency, support compliance needs, and assist in troubleshooting or auditing call activity more effectively.
1 vote -
Sync Real-Time Dashboard Edits After Sharing
Currently, when Real-Time dashboards are shared with other users, a duplicate dashboard is created in their account instead of everyone accessing the same dashboard. Edits can only be pushed to shared users by re-sharing the dashboard every time a change is made. This process is tedious and time-consuming.
There should be a way to sync Real-Time Dashboards with other users after editing, without needing to share them again. The absence of this functionality results in teams viewing inconsistent dashboards or necessitates additional manual effort to re-share and inform the team about the updated dashboard.
17 votes -
Ability to see Forwarded Calls in Performance Reports
Today in Live Reports we see how many calls were "Forwarded" in the dashboard. However this option is not available in Performance Reports. Everything gets bundled into Abandoned Calls which does not reflect the true status of a call. This does not allow us to determine good vs. bad calls from the abandoned section.
7 votes -
Can we have a 'Run Now' button for any reports rather than having to wait for the next scheduled time?
Can we have a 'Run Now' button for any reports rather than having to wait for the next scheduled time?
1 vote -
Can we have a 'Run Now' button for any reports rather than having to wait for the next scheduled tim?
Can we have a 'Run Now' button for any reports rather than having to wait for the next scheduled time?
1 vote -
Adoption & Usage - Is there a way to track a device - phone being in use beyond 6 months
Is there a way to track devices that were in use over 6 MONTHS?
2 votes -
Outbound and inbound call summary on the RingCentral app
We want the RingCentral app to have a feature for outbound and inbound call summaries for users
1 vote -
Add bulk phone number in the custom rule from auto receptionist
customer wants to add a lot of number in bulk from their custom rule in their auto receptionist.
3 votes -
PCC Charges
It would be best if the Calling Credit Package charges indicate if it is due to SMS, Toll Free minutes or international overage charge.
1 vote -
Call queue availability even I am signed out to all platform.
My extension still shows available in a call queue even though I forced logged out and I am not logged in to any RingCentral applications anymore.
I don't think it make sense that you would still be available if you are already logged out to all platforms. Kindly have that feature where if you are logged out to everything you should automatically be considered as unavailable, instead of just the DND feature.
1 vote -
Request to Improve Readability of Digital Chat Transcripts
When reviewing digital interactions between users and our support agents, the current presentation format poses a significant challenge. The transcript lacks clarity and structure, making it extremely difficult to follow the conversation thread.
To ensure transparency and efficient troubleshooting, it's critical that chats are displayed in a clean, user-friendly format. Specifically, each message should clearly include:
Username
Timestamp
Message content
The current layout is neither intuitive nor practical for support review. Even with the 'pretty print' browser option, the output remains cumbersome and largely ineffective.
Improving this format would greatly enhance readability, reduce miscommunication, and streamline both user and internal…
1 vote -
Call Log Export Scheduling Options
RingCentral should offer the ability to schedule automated exports of call log reports at flexible intervals, including every 15 minutes, rather than being limited to hourly or daily schedules.
1 vote -
Don't require dialling 1 to receive a call
When I get a call forwarded to my cell phone from the office, ringcentral requires me to dial 1 to answer. I don't want this requirement, especially when I'm driving.
1 vote
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