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  1. Call Report for Dropped Calls

    5 votes

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  2. Add average handle time to business analytics' table section for users dashboard so we can check on the average handle time of each user. This is currently available under the performance reports but it is a big hassle to switch to performance report only to check on the average handle time.

    5 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  3. SFDC case no. 13414506
    https://rc.lightning.force.com/lightning/r/Case/5002H00001IMZXTQA5/view

    company: Elemental LED, Inc.
    RC UID 252899027 (83 lines) PST
    current Total MRR: USD 3,910.04
    http://adp.glip.net/company-new.html?company_id=1806286849I.T. department needs to present the RingCentral App Message Data Export result to other departments like Human Resources. They are checking all of a user's team membership.

    5 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  4. Need to Have a Separate Filter in Performance Report for Internal outbound call and External outbound calls, Currently the External calls are combined for Inbound and outbound External calls, and Internal Calls are only for outbound internal calls

    5 votes

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    1 comment  ·  Other  ·  Admin →
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  5. The customer needs the total number of calls that were answered by their call queue members within 30 seconds for their SLA excluding abandoned calls. Under the Performace report > call queue, no option to filter a KPI for SLA for the call queue members who answered a call within 30 seconds.

    5 votes

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    0 comments  ·  Other  ·  Admin →
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  6. 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.

    4 votes

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    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  7. Export Adoption & Usage

    4 votes

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    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  8. Would like to have an option in Business Analytics to be able to search call information using call ID or telephony ID without downloading the reports and manually searching through the report. It would be best to have the option to search call information on the Business Analytics page.

    4 votes

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    New  ·  1 comment  ·  Other  ·  Admin →
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  9. The customer would like to be able to generate a report showing who the manager of each call queue is.

    4 votes

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    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  10. 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).

    4 votes

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    New  ·  4 comments  ·  Live Reports  ·  Admin →
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  11. Hello, Reference Case: 25759433 we would like to be able to run performance reports with different levels of SLA (% of Calls answered in 30, 60, and 90 seconds) and be able to retro get the data instead of only being able to pull what is from the live SLA marker. I tried pulling a previous month's SLA with different SLA settings but only got the same number as what the live SLA setting was at. I would ideally like to see the different. Additionally, I would like the Business Analytics to have an SLA option since only performance reports…

    4 votes

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

    4 votes

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    New  ·  2 comments  ·  Live Reports  ·  Admin →
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  13. BT CLOUD: Be able to see what IVR key presses are being pressed on Analytics>Performance Report.

    4 votes

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  14. We have a call queue that is set so when the maximum wait time is reached, the caller gets transferred to an external number. Is there a way to see the external number transfer happen in RingCentral reports? We are trying to receive analytics on how many customers are reaching the maximum wait time and are getting transferred to this external number we have set.

    4 votes

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  15. 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.

    4 votes

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    New  ·  3 comments  ·  Live Reports  ·  Admin →
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  16. Update the locked user access email being sent to the Super Admin email.

    The super admin email is notified when an extension gets locked out for an incorrect password. The email received contains a way for the user to reset their extension, however, it doesn't fit for the admin to reset it. The content should inform the admin that there is an attempt to log in to the account multiple times resulting in being locked out.

    Admin should be informed to contact the agent if it's valid and help them reset the password if they initiate it. Otherwise, it is…

    4 votes

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  17. To be able to recover the user's ext data in case ext a was accidentally deleted.

    4 votes

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  18. An option to download a "CONFIRMATION PAGE", that Is NOT just a simple email. A page where it tells you all the details of the fax, in a "typical" manner as most fax machines. An end user with access to the fax line should be able to generate a confirmation page, on request, as needed without having to submit a ticket or ask an admin to retrieve the logs.

    • When it was sent, date and time
    • Duration of the fax
    • Number dialed
    • Result
    • Pages sent - this is a metric that is currently not monitored from my experience. If I…
    4 votes

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  19. I have multiple company numbers. I need to be able to toggle between all the numbers without having to log out and in each time

    4 votes

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  20. User extension is member of a call queue which shows 142 refused calls in analytics report however the phone numbers for refused calls are not showing in both call logs and analytics.

    When the system detects a routing loop the calls that circle around time after time with in seconds are discarded and will not show up in Call Logs or Analytics. This would be a feature request for BA reports as no further development is being put into PR reports for nearly two years now.

    Request to show phone numbers list for loop calls for call queue and user…

    4 votes

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