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49 results found

  1. Performance report align with user call logs

    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

    74 votes
    New  ·  8 comments  ·  Adoption & Usage  ·  Admin →
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  2. Individual Call Lifecycle

    We would like to see a report that displays the full lifecycle of an call. The report would be filtered on uuid, and would show a granular trace of the call from the time it leaves the IVR and the hops/routing of who it is presented to, to the appropriate team/team member. If the call is presented and not answered, who the call is routed to next, at which point SLAs are not met, the time each call spends in each step/hop of the process, up to the point the call is abandoned or completed. Essentially all steps of the…

    17 votes
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  3. Analytics

    In the Analytics Report in Service Web, if customers are using the FREE Video Pro license, those licenses show in the Adoption & Usage Report. It skews the number of paid for license percentages of what their actual entitlements are. It would be good to have the Product Team break out the Free Video Pro Licenses to their own category so that it does not skew the adoption metrics on what the customer is paying for.

    7 votes
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  4. A report that shows the daily call trends by the hour for an entire month.

    My call center manager wants to see monthly trends by hour to help him with staffing.

    7 votes
    Under Review  ·  2 comments  ·  Adoption & Usage  ·  Admin →
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  5. Ability to show how many times each contact has been contacted in a tabulated form that summaries the call logs for each extension

    We are hoping to have the capability anywhere in the Analytics Reports to search for records of an external number and be able to view in a tabulated form the following details:

    1. The number of inbound and outbound calls on an external number being searched.
    2. The list of users that had a transaction on the external number being searched, inbound and outbound.
    3. The number of transactiions, inbound and outbound, total lenght of time, and average time per transaction.

    Thank you.

    6 votes
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  6. how many users use business analytics report

    Need to see how many users use business analytics reporting

    6 votes
    2 comments  ·  Adoption & Usage  ·  Admin →
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  7. Download Adoption & Usage page as a PDF

    I need to download the Download Adoption & Usage page as PDF. The performance report is no way near in depth as the Adoption & Usage page.

    6 votes
    Under Review  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  8. company directory with DIDs that can be downloaded or exported

    Have a company directory that can be downloaded or exported

    5 votes
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  9. Export Adoption & Usage

    Export Adoption & Usage

    5 votes
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  10. Total numbers of direct calls and transferred calls to an extension

    Having transferred calls and direct calls filter/KPI would be helpful.

    4 votes
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  11. RCX Fields

    Overall we would like any field that is a date or time field to exist not as a text field but an actual date/time that has options to edit format. Default is that fields should be DD/MM/YY HH:MM and then allow people to choose to just show time, just show date or even show "Thursday April 10th 10:53AM PST" as you would be able to in most other modern business reporting tools.

    The other main item was the double quotes when exporting to csv. No other tool we work with acts that way and requires cleanup.

    Metric: Interaction Start Quarter…

    4 votes
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  12. Ability to send report via email immediately.

    I would like the ability to create the report and have it sent via email without having to wait for the date and time to tick over to auto generate.
    There needs to be a send now option when you have a saved report.

    4 votes
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  13. Option to filter working days across an entire month

    Performance Report - Analytics Portal Enhancement Request

    Request to add an option to filter working days only for a selected month. The feature should allow users to retrieve call data specifically during the company's business hours.

    Currently, the "Last Work Week" option only provides data for the previous week, but there is no option to filter working days across an entire month. This enhancement would improve reporting accuracy by ensuring that only relevant business-day data is included in the analysis.

    3 votes
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  14. Yearly Report for Calling Minutes Usage Per Month and Per Phone Number

    We would like to request the addition of a report feature that can track the number of calling minutes used per phone number, broken down by month, with a year-end summary. This report would greatly assist us in monitoring usage patterns and identifying any phone numbers that may be approaching or exceeding usage limits over the course of the year.

    Having this data would enable us to proactively manage and address any potential overage issues before they occur.

    3 votes
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  15. Agent report should include digital interactions

    When pulling the Interactions by Channel Type by Agent report, all agents that handled (were assigned/worked on) interventions for the filtered date period should show and be reflected on the report, specifically from the digital interactions.

    3 votes
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  16. On the Adoption & Usage reports, filter by Site or by Department

    On the Adoption & Usage reports, can I see a filter by Site or by Department? In case I would only want to focus on several sites within a region or one site only.

    3 votes
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  17. Soft client registration report

    Currently, the Adoption and Usage report only captures data when a user makes a call. We would like a report that shows when a user successfully signs in and authenticates a softclient. This will makes it easier to understand what versions end users are on, even if they are not currently or have not used the soft client in the last 30 days.

    3 votes
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  18. handset information, mac address, status information (Online/Offline) export with user data

    On the Users with extensions data export it would be very useful to include the extension has a handset assigned, its mac address and the current status of the handset whether is it online or offline. We have a large number of handsets required for health and safety reasons, It would be beneficial to be able to export this information in one download. We have over 1000 handsets in our organisation.

    3 votes
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  19. RingCentral Analytics: KPIs for Tracking minutes for Internal Calls (between users) and Call Monitoring/Barging into calls

    We would like to be able to see in Analytics:Minutes spent on calls internally (between users)Minutes spent Monitoring calls or barging into calls

    3 votes
    Under Review  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  20. All extension overview

    We hope that RingCentral will consider adding a feature similar to our previous service's "All Extension Overview." This feature allows users to input an extension number and quickly determine whether it is associated with an IVR, call queue, message-only line, or user extension. Currently, in RingCentral, users need to search through each category individually to verify the existence of an extension.

    2 votes
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