1223 results found
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Capturing key press selections when calls are routed to an IVR ( menu system )
When a caller dials a number that is setup with a menu system, a key should be selected from the key board to proceed further. The selection the caller makes could an important call stat. As an example, if you have a menu system that has different key selections for new clients and existing clients, the numbers of calls that selected each menu option would be a good call stat. Hence I would like to request RingCentral to consider this as a new idea. Many thanks!
9 votes -
Call progress diagnostics (tracking log of caller keypresses)
Our prior system (8x8) had a wonderful diagnostic tool whereby any inbound call could be tracked in a timeline showing every keypress the caller made, along with durations between keypresses and duration of whatever state they were in (for example, how long on hold). This timeline shows every scrap of data for the entire call from inbound ring to hang up. I have had to use this feature many times to address caller complaints of system functionality and more often than not, this was my only evidence to show the caller had misused the system or chose incorrect or inactive…
9 votes -
Live reporting: Able to see if agent is currently on outbound or inbound call
Need to be able to see in call queue dashboard if agent is on outbound or inbound call. Currently can only see if agent is on a current call but not if it is outbound or inbound.
9 votes -
Number in Use Report
Currently we have access to the Company Numbers report. We need that same format to reflect All numbers assigned to our account (both in use and in inventory).
9 votes -
Ability to check possible reason why calls are getting dropped
Customer wanted to be able to check the reason why calls are getting dropped.
9 votes -
Option in Admin portal to sort Outgoing Fax from Busy, Sent and Unknown
There should be an option in the Admin portal to sort outgoing faxes by Busy, Sent, and Unknown. It would be more efficient to have this option available before downloading the logs to easily identify the faxes that were successfully sent
8 votes -
Transferring Daily Report Subscription
Ability to transfer a Daily Report subscription from one user extension to another without creating a new subscription or changing the email address.
8 votes -
Please include the option in the analytics reports to filter by the IVR numbers dialed by customers.
Please include the option in the analytics reports to filter by the IVR numbers dialed by customers.
8 votes -
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.
8 votes -
Missed call should not be tagged on call queue as missed if picked up by a member on another call queue
Performance Report: Missed call should not be tagged on call queue as missed if picked up by a member on another call queue.
8 votes -
Ability to download received faxes all at once & delete some of the pages in a fax before downloading
Ability to download received faxes all at once & delete some of the pages in a fax before downloading
is there a way in the RC app to delete some of the pages in a fax before i download them?
do I have the option in the RC app to download all the received fax at once?8 votes -
Export Adoption & Usage
Export Adoption & Usage
8 votes -
SMS logs download per user
To have the option for downloading SMS logs per user extension
8 votes -
We need to add "Total Talk Time" to performance reports
Total Talk Time is in Live Reports, but not in performance reports. We need to look at total talk time the next day and over the month. Please add this feature to the KPI's
8 votes -
call log detailed information
Adding detailed call logs to include forwarding information would be a valuable enhancement. In this scenario, the call log would display:
Dialed: Ext. 103
Forwarded to: Ext. 102
Answered by: Ext. 102This provides a clear trail of the call's path, improving transparency and helping users understand how their calls are being routed and handled within the system.
8 votes -
Analytics alert when the number of calls exceed threshold
looking at the Alerts section in the Analytics portion of the portal to configuring an alert
when a specific call threshold is exceededwe need to be able to configure email alerts that get triggered when the number of calls in x minutes exceed a specific threshold, for instance during a potential voice-based attack, you could be getting 10-15 calls in 2 minutes on a specific number or extension.
8 votes -
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.
8 votes -
Disable declined invitation notification on guest user
Getting a lot user getting email declined user sign up when they are not signing to anything and not using that to ringcentral. there should be an option to disable declined invitation notification on guest user.
8 votes -
Performance Reports- Calls Tab- Filtered for Missed and Answered Call
When accessing the Performance Report in Call tab, no option to sort or filter for missed and answered calls. It will only show or provide the result of both answered and missed calls. Suggest to add an option to sort the type of calls for more efficient and friendly way of getting data in Performance Report Call tab.
8 votes -
Analytics Abandoned calls
According to the description of Abandoned calls are calls that started waiting in the queue but were hung up before the call was answered or went to voicemail.
Customer requesting to separate the "hung up before the call" and "went to voicemail" on the Reports.
8 votes
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