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123 results found

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

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

    64 votes
    New  ·  3 comments  ·  Live Reports  ·  Admin →
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  2. Call should not be detected as missed if it was answered elsewhere

    Call should not be detected as missed if it was answered elsewhere

    58 votes
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  3. Generate analytics reports showing detailed call queue report

    The capability to generate a call queue report that shows detailed report.
    - Duration of the call
    - Who answered the call
    - Who are the available user did not answer the call
    - Who are the users engage on a call and cannot be answer the call

    31 votes
    New  ·  5 comments  ·  Live Reports  ·  Admin →
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  4. 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
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  5. Call Volume Live Dashboard

    I would like to be able to see call volume dashboard, inbound and outbound, by day and by agent. I would also like a date range filter to easily compare call volume between specific dates.

    17 votes
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  6. Report for Users Login, Usage and Activity on RingCentral app

    Requesting to have a settings to run and export a report for user login, usage and activities on their RingCentral app.

    16 votes
    New  ·  2 comments  ·  Live Reports  ·  Admin →
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  7. Remove users from saved report that have been moved to another call queue

    Ability to remove users from saved Performance Reports that have been moved to another Call Queue

    14 votes
    New  ·  2 comments  ·  Live Reports  ·  Admin →
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  8. Performance Reports for Message-Only Extensions

    Include Message-Only Extensions in performance reports for analytics.

    12 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  9. Calculate Ring Time, Hold Time, Live Talk Time from Call Log data

    Ability to calculate the ring time, hold time, and live talk time from the call log. I'm trying to analyze individual calls and need help finding a reliable way to determine what the ring time and live talk time is from the call log data.

    12 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  10. Remove abandoned calls where someone hangs up at 8 sec or less

    Want to have abandoned calls removed from report - any calls where someone hangs up at 8 sec or less prior to answer

    12 votes
    New  ·  4 comments  ·  Live Reports  ·  Admin →
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  11. Ability to Change Time Format in RingCX CSV Reports from Seconds to HH:MM:S

    When downloading a report in CSV format, there should be an option to change the time format from seconds to hours:minutes:seconds (hh:mm:ss).

    11 votes
    New  ·  4 comments  ·  Live Reports  ·  Admin →
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  12. Performance Report for Business Hours by week

    we should be able to run performance reports by the week or by the month that "exclude" calls outside of business hours so you can truly report on calls that are received and handled within normal business hours vs all hours of the day. You can do this one day at a time but when trying to compile data over period of time, week, month quarter etc, would be nice to filter to include only calls received between this hour to that hour

    10 votes
    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  13. Tracking Idle Time

    In live reports it would be helpful to see the amount of idle time between phone calls.

    8 votes
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  14. Show how long a user has been in a current status

    Good for Customer Service managers to see how long someone has been avaialable, on break, or not logged in. Live timing.

    6 votes
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  15. call score

    Quality of Service: difficult to "identify poor quality of calls", as the call score is not listed in the download report - see attached. ....

    6 votes
    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  16. License type in All users list download report

    Need to add "License type column" in All users list download report.

    5 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  17. Live Reports Data to show call queue member's state if logged in to Phone App or not

    Live Reports should show the call queue member's state on the Phone App. When a user logs out from the application, Live Reports should show members state as "Unavailable" since the user is not logged in to the Phone App.

    5 votes
    New  ·  3 comments  ·  Live Reports  ·  Admin →
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  18. Analytics - Call recordings for Non-RingCX users

    Please include call recordings in analytics - performance report for Non-RingCX users

    4 votes
    New  ·  2 comments  ·  Live Reports  ·  Admin →
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  19. Analytics for faxes

    You have no analytics for faxing. No way to download how many pages are sent nor by whom.

    4 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  20. The ability to create a report from analytics to include total talk time instead of avg. talk.

    The ability to create a report from analytics to include total talk time instead of avg. talk time. A few of the metrics that I track with my staff is outbound dials and total talk time. When creating a report with the widgets total talk time is currently not an option.

    4 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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