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  1. I would suggest that it be added to the reporting/analytics as it could help determine if a missed call is a tech issue or a lack of agent issue.

    520 votes

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  2. SMS text messaging is a huge part of our business. I would like to see analytics reporting like we have it for phone calls around SMS to be able to track that KPI per user group and employee.

    212 votes

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

    73 votes

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  4. Currently there is only the option to schedule reports in Business Analytics with an Excel. Please add option for PDF. It's much easier for our users to open and read on mobile devices.

    70 votes

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    Under Review  ·  3 comments  ·  Other  ·  Admin →
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  5. I am trying to schedule reports to be sent to our admins. I have the Performance reports and they look amazing. I am just missing the SMS portion. Is there a way to show how many texts are sent by each line each day?

    52 votes

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  6. I need report capability from an IVR menu to see which key presses callers are hitting and would like the following information: # of incoming calls, duration of call, missed calls. Example from my Main IVR menu we have multiple locations - each location has a key press and then a sub menu. I want to see rom my total number of calls daily - what % of calls are going to each location. Then the same thing from my Sub menu IVRs.

    48 votes

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    Planned  ·  0 comments  ·  Other  ·  Admin →
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  7. Right now administrators do not have a way to change what inbound call parameters will count as an Abandoned call. When running reports, this can be misleading when, for instance, a caller that left a voicemail would not be counted as "abandoned" in the company metrics.

    46 votes

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    Implemented  ·  8 comments  ·  Other  ·  Admin →
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  8. Hello, i would like to request an analytics report that will show me what the caller pressed when calling our 800 # IVR. For example we have our 800# and callers get an option for English press1 and Spanish press2 after pressing that option they get another menu with four options 1 - Schedule information 2- Sales 3- ADA 4 - Complaints. I need a report that will tell me what option each customer pressed for the day/month etc.

    45 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  9. I would like to run a report on the inbound calls thus far in 2020 and get data on our Inbound calls and if they have increased month by month and which months after COVID started impacting us in Mid-March and see the impact on our employees phone useage from working from home.

    43 votes

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    Planned  ·  5 comments  ·  Other  ·  Admin →
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  10. Would you please create a function so that someone can see analytics for some users but not all? This way the manager of a department may access analytics for their department without being given access to the entire company.I would also suggest greater internal communication on suggestions-- it took a lot of steps and apparent miscommunications to be directed here.

    42 votes

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  11. I would like to be able to see the total time a user is toggled on to accept calls

    41 votes

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  12. Please have an option in Analytics to generate a report for a date range but the result should only display calls on a specific timeframe for each day. For example, generate a report for January 7 - January 14 but the result should only display calls from 7 AM to 12 NN

    38 votes

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    6 comments  ·  Other  ·  Admin →
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  13. It would be great if the data coming from Analytics would align or match the information showing from the user call logs. This will prevent any discrepancy

    37 votes

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    New  ·  5 comments  ·  Adoption & Usage  ·  Admin →
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  14. Requesting a new feature in RingCentral to enable easy retrieval of specific phone numbers from our %Abandoned calls KPI.

    Introduce a feature within RingCentral's analytics dashboard that allows users to generate customized reports specifically targeting abandoned calls. This report should include detailed information such as caller phone numbers, timestamps, and call durations.

    Implement a search functionality within the reporting feature, enabling users to quickly filter and identify abandoned calls based on various parameters like date range, call duration, or specific queue.

    By incorporating these features into RingCentral, users can efficiently track and address abandoned calls, ultimately improving customer satisfaction and…

    36 votes

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  15. Missed/abandoned call report that shows all available users at the time of the missed call. If there was a missed call at 1pm and users were available at the time, I'd like their status to be included in the report.

    33 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  16. 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.

    32 votes

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    Under Review  ·  8 comments  ·  Alerts  ·  Admin →
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  17. Be able to see what IVR key presses are being used for a site/branch within analytics site. Right now we have no way to track routing to shared que's from branches using it. i.e. caller pushes 2 on ivr, is routed to a large multi site que. i would like to be able to see how many times that branch was routed to that que.

    32 votes

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  18. we would like the ability to run a user report that could breakdown the following user stats related to availability in call queues, measured in total time:- on a call- idle (user available but not on a call)- DND

    32 votes

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    Under Review  ·  9 comments  ·  Other  ·  Admin →
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  19. My organization, and I'm certain many others, would benefit from full login time reporting capabilities with RingCentral Office. Although stats like Talk Time, ASA, and Hold Time are available, there isn't anything that documents specifically how much time an agent is signed on or average login time for a team to give comparative information. On the individual level and on the queue level, being able to see how long someone has been logged in (both real-time and historically) gives important insight into employee behaviors.

    31 votes

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  20. 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.

    29 votes

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    Planned  ·  0 comments  ·  Other  ·  Admin →
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