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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.

    516 votes

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  2. 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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  3. 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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  4. 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?

    51 votes

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  5. 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.

    47 votes

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    Planned  ·  0 comments  ·  Other  ·  Admin →
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  6. 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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  7. 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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  8. 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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  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.

    42 votes

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    Planned  ·  5 comments  ·  Other  ·  Admin →
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  10. 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

    36 votes

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    5 comments  ·  Other  ·  Admin →
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  11. 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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  12. 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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  13. 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  ·  8 comments  ·  Other  ·  Admin →
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  14. 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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  15. 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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  16. This process is available with RingCentral support.We currently have the option to check who if ended the call.It would be great if an Admin can have the same visibility, so they can easily identify if the call was disconnected from agent (their end) or customer ends.

    26 votes

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    Under Review  ·  6 comments  ·  Other  ·  Admin →
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  17. It would be nice to have a way to access the text message exchange of agents for auditing purposes.

    24 votes

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  18. Currently only 24 hour period for recurring reports (yesterday, last 7 days, etc.). Need ability to choose business hours for recurring reports. Example - Reports need to show activity during business hours, not the calls after hours when no one available. This increases the missed calls and abandoned calls for the queue and is not accurate for business hours activity.

    24 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  19. We propose integrating missed calls into the Key Performance Indicators (KPIs) of the Performance Report for Call Queues. Currently, the report lacks visibility on missed calls for Call Queue Group Extension, hindering effective analysis of call queue efficiency. By incorporating missed call data into the report, supervisors can gain comprehensive insights into call queue performance, enabling them to address bottlenecks and optimize resource allocation for enhanced customer service. This addition would empower teams to better manage call traffic and improve overall productivity within the call queue environment.

    23 votes

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    3 comments  ·  Other  ·  Admin →
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  20. customers are requesting to increase data retention of analytics report"Our business heavily revolves around call volumes and frequency...if we can't get the data we need, then I'll need to have a discussion with our executive team into looking for a provider that will/can provide basic data for years prior...""how can we accurately forecast against historical data only looking back 6 months?"

    23 votes

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