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Analytics & Reporting

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629 results found

  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.

    411 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.

    195 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.

    72 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.

    57 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?

    41 votes

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  6. 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.

    38 votes

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    Planned  ·  5 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.

    36 votes

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    Implemented  ·  6 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.

    35 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  9. 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.

    26 votes

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  10. 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.

    23 votes

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    Planned  ·  0 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.

    23 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  12. Submitted in the Contact us interface in the Nice in Contact interface as well...I'm looking to submit a feature request. Basically, when we have agents working from home, we currently don't have a way to determine if the agent drops a call or rejects a call due to the way they interact with the system, or poor network connectivity, etc. We would like the following (options of 3 tools to accomplish the task at hand)

    1. Some sort of identifier in reporting that tells of a disconnect vs. rejection from agent, etc.

    2. Some way to link Nice in Contact to the…

    22 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  13. We recently rolled out Live Reports for some of our call queues and we love it! One feature that would make it even better is if we knew whose phone was about to ring. We would love to see a widget on the live report that displayed the next 3-5 people whose phones were about to ring and the order in which they would ring. This would be helpful for training new call center agents, or just letting existing agents know when they've got time to re-fill their coffee mug.

    21 votes

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    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  14. 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.

    21 votes

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    Planned  ·  0 comments  ·  Other  ·  Admin →
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  15. why isnt there any reports to show the length of time when people are unavailable.Basically, there are loads of areas to show length of call time, on hold, parking etc but nothing to show how long someone has been unavailable for. why? Also can you have the ability to see someone in wrap and someone unavailable differently in the system please, especially inside the live reports section as this would be really helpful

    20 votes

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  16. 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.

    20 votes

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    Under Review  ·  1 comment  ·  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.

    19 votes

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  18. Would be good to be able to report on each option within the IVR to know how many times an option is being pressed.

    19 votes

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  19. Hello,Recently a customer noticed that the Analytics portal GUI offers the ability to see the call destination of an Inbound call (see example screenshot). Our customer would like to see this destination show in the report (excel) that is available to download from this GUI.

    19 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  20. 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…

    18 votes

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    1 comment  ·  Live Reports  ·  Admin →
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