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988 results found

  1. Define our set SLA definitions on reports

    Out clients require the Service level definitions on the phone reports. Right now we have to pull to Excel and manually add to every report we pull for them. We need the SL Definitions to auto pull the configured data to Excel AND the Pdf version. I have attached an example of what our old phone system report looked like. the information auto pulled through.

    6 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  2. Change Date Format When Downloading Audit Trail

    When the customer downloads the audit trail via the portal, the date format appears as Month/Day/Year. However, the customer prefers it to be in the Australian format, which is Day/Month/Year. Interestingly, the audit trail displays the correct Australian date format while viewing it, but the format changes when downloaded.

    6 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  3. Conference call roster of participants

    provide under analytics the ability to print a report of all phone numbers that called in and participated on a conference call.

    6 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  4. Missed Calls/Abandoned Calls KPI in Analytics Portal though the call has been answered by other call queue memebers.

    If a call got routed over to a call queue and missed by the initial member in a sequential call pattern and got answered by the 2nd user, missed call is being logged by the system. it is confusing customers on how many calls were really missed on that call queue.

    6 votes
    Needs More Information  ·  0 comments  ·  Other  ·  Admin →
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  5. Disable session timeouts for Live Reports

    Can you please disable session timeouts on our account? We need to keep Live Reports active for a office screen. After a few hours (maybe 24) the address https://analytics.ringcentral.com/ goes to the authorize screen. I currently have session time maxed to 24 hours. Please help otherwise our Live Reports license is useless to us and its not cheap.

    6 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  6. Add average handle time to business analytics' table section for users dashboard

    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.

    6 votes
    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  7. Use Nomadic 911 For Location Information

    Have the analytics tool pull location information from nomadic 911 IP location data. That way the information doesn't need to be loaded into both 911 and analytics.

    6 votes
    0 comments  ·  Other  ·  Admin →
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  8. company directory with DIDs that can be downloaded or exported

    Have a company directory that can be downloaded or exported

    5 votes
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  9. Export Adoption & Usage

    Export Adoption & Usage

    5 votes
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  10. Historical Reporting handle count for digital channels in RingCX

    On the historical reporting, when a supervisor or any user view a digital conversation in RingCX it is being counted as interaction handled of that user although the interaction was not assigned to them.

    Sample report wherein the digital interactions were counted as handled:

    Interactions details report
    Interactions overview report
    Agent Activity Report

    It should not be counted as handled as the interactions were never connected to them. The users only view the interaction for other purposes (quality and/or review of the conversation).

    5 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  11. Ability to search calls using call ID/call information in Business Analytics

    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.

    5 votes
    New  ·  1 comment  ·  Other  ·  Admin →
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  12. reporting to show who is the manager of all call queues

    The customer would like to be able to generate a report showing who the manager of each call queue is.

    5 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  13. Generate Report for calls being monitored

    Calls that are monitored are not showing under the action tab for call logs

    5 votes
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  14. Check who created the subscription report

    Super admin extension needs to have a visibility on admin portal who created the subscription report in Analytics and also have an option to edit.

    5 votes
    New  ·  0 comments  ·  Subscriptions  ·  Admin →
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  15. License type in All users list download report

    Need to add "License type column" in All users list download report.

    5 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  16. Reports to filter on how many customers are reaching the maximum wait time and are getting transferred to external number

    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.

    5 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  17. Live Reports Data to show call queue member's state if logged in to Phone App or not

    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.

    5 votes
    New  ·  3 comments  ·  Live Reports  ·  Admin →
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  18. incoming call waiting for call queues

    on call waiting a person can be put on hold and answer another call.

    5 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  19. Tracking Idle Time

    In live reports it would be helpful to see the amount of idle time between phone calls.

    5 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  20. give option a user to access call logs for particular users

    give permission a user to access call logs just for particular extension

    5 votes
    1 comment  ·  Live Reports  ·  Admin →
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