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  1. Add reporting capacity to get more insight into transfers and to delineate cold vs warm transfers. To then be able to do the following based on that:

    1. Generate reporting on the total numbers of each.
    2. Generate reporting on the percentage of each in comparison.
    3. Generate reporting on the percentage of total call volume.
    4. Generate reporting on how many transfers customers experience with the ability to highlight above an indicated threshold.
    5. Facilitate insight into if an agent is shunting calls and highlight other undesirable behaviors or customer experiences to facilitate coaching or remediation.

    Currently, there is only the ability to look…

    5 votes

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  2. Implement a way for Analytics users to also access call recordings. For example: if a manager needs to access the call recordings from a DR's (Direct report) extension, they have to log into the RingEx portal, search for that DR's extension/name and then access the recordings there.

    5 votes

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  3. Sean wants to create a custom role in which David and John only has access to a limited set of users or users that are assigned to a specific site.

    5 votes

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  4. Hello,It would be nice to get the possilibity to give access to analytics to users, but viewing only some sites, and not the complete view of the RC Infrastructure.IE : A World Wide Company - Give access to the stats of French sites for the French Manager.

    5 votes

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    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  5. Users have outbound KPI while Queues does not. Please add outbound KPI as well for Queue under performance reports.

    5 votes

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  6. Separate refused calls to direct line versus refused calls coming from a queue/IVR pipeline on the reportAny API integration calls should have a separate description to filter call queues versus calls coming from an integrationInclude refused call details on logs when extracting reports

    5 votes

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  7. I would love to see a Dropped Call / Contact End Reason Report so if patients or customers complain of a disconnected call we can find out what happened.

    5 votes

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  8. For staffing purposes, it would be very helpful if we could measure text messaging - including the timing and frequency of texts - as we do with phone calls.

    5 votes

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  9. I need to know our busiest hours during a specific period (e.g., the past two months). Currently, you have this report by day; however, our volume of calls varies. Also, it should show the cumulative in each hour, so I can know what percentage of our calls in that period happens in a specific hour or hour. For example, in the last trimester 57% of our calls happened between 11 am and 2 pm.

    5 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  10. Really a disadvantage that RC doesn't have the ability to create subscriptions for future dates/times. Having to manually run a call report numerous times a day to get the daily rollup instead of just being able to let it run is honestly archaic.

    5 votes

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    Planned  ·  0 comments  ·  Other  ·  Admin →
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  11. PowerBI is a latest and advanced BI tool from Microsoft. We use both Ringcentral and PowerBI in our organisation and like to have a gateway connection to pull data directly from PowerBI.

    5 votes

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  12. Need Reporting dashboards to have more than one editor. Currently only the creator of the dashboard can edit the dashboard. Even admin can only view another users dashboard and not edit. Original creator should be able to give access to another editor and admins should be able to edit all dashboards by default.

    5 votes

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  13. cust can access sms log and determine errors so they can do something on their end.

    5 votes

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  14. The primary and secondary metric colors on the graphs are static. Users with color blindness have difficulty differentiating the two colors. Color options on these metrics would allow them to customize to their needs.

    5 votes

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  15. 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.

    5 votes

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  16. The Graphs generated in the Analytics portal are great. It would be even better if we can export these to PDF in addition to Excel. This would make the graphs easier to share with others in the organization.

    5 votes

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    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  17. Looking for an easy way to integrate with Power BI in order to streamline call dashboard.

    5 votes

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  18. Once a report is created and set as a standard measurement tool, it shouuld be available across an organization

    5 votes

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  19. I'd like to be able to select indivudal days for scheduled reports. Currently you can only select Every Day, Weekly or Monthly. It would be very useful to be able to select individual days like Mon-Fri to mirror our business hours. Thank you!

    5 votes

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    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  20. It would be very helpful if we add Agent State Log in Analytics Live Report. Currently, the customer has the option to see the "Status" Column within the Agent Details Widget but that only shows if the agent is available or unavailable but not the Agent status which shows how long an agent has been in a status.

    5 votes

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