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1001 results found

  1. 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 →
    How important is this to you?

  2. Hold Time shows as zero on Business Analytics and Talk Time not accurate

    The customer wants to have the talk time duration accurately on the Analytics, whether separately or combined outbound and inbound.
    Should have hold and transferred call duration correct for two users.
    Also, if agent 1 transfers a call to agent 2, talk time should be 5 mins for agent 1 and 5 minutes for agent 2.

    5 votes
    0 comments  ·  Other  ·  Admin →
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  3. Provide

    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
    0 comments  ·  Live Reports  ·  Admin →
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  4. RingEx Call recordings

    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
    0 comments  ·  Other  ·  Admin →
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  5. call that is forwarded also shows the original caller's ID, not the forwarding extensions info

    How can I ensure that a call that is forwarded also shows the original caller's ID, not the forwarding extension information

    5 votes
    0 comments  ·  Accessibility  ·  Admin →
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  6. Call Log - Outbound Call Recording Filter (be able to filter and select multiple users at a time)

    Bridgepoint is working with multiple Maverick Fitness locations and it would be very helpful to be able to filter in the call log for outbound recorded calls on multiple users (that are in a queue, and multiple sites). Discussing with partner and walking through the filter options, we are only able to pick one agent or user in the queue at a time to view and listen to their recorded outbound calls.

    5 votes
    Under Review  ·  0 comments  ·  Accessibility  ·  Admin →
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  7. RingCentral for Salesforce | Ability to log the call queue call as 1 log, as opposed to having it log per call queue members who missed/...

    ...answered the call.. Ability to log the call queue call as 1 log, as opposed to having it log per call queue members who missed/answered the call.The CTI interaction with call queues is that calls will log the calls for all users who's softphone/phone rang despite them not answering the call. This is especially prevalent for those who use the 'Auto log' feature in the RingCentral CTI within Salesforce

    5 votes
    Under Review  ·  0 comments  ·  Admin →
    How important is this to you?

  8. Dropped Call Reason

    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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  9. Tracking Texts as a KPI

    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
    Future Consideration  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?

  10. Performance Report Refused/Abandoned Calls

    Refused calls are those that a User did not answer. For example, a call was routed to a rotating Call queue, specifically to User A. User A did not pick up his phone, so the call was routed to User B. User B answered the call. The Performance Report will count the call as answered by User B and will be counted as a refused call by User A.Expected Behavior: Would want a report that will tag the refused call as one when entered in the queue regardless if 3 members did not answer the call.

    5 votes
    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  11. Analytics, average number of calls during a period (not just a day)

    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
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  12. Future Date/Time Performance Subscriptions

    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
    Planned  ·  0 comments  ·  Other  ·  Admin →
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  13. PowerBI gateway

    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
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  14. Live Reporting : Dashboards need to have more than one editor

    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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  15. PLEASE ADD SMS LOGS ON ADMIN PORTAL AND RC APP

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

    5 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  16. Analytics Report view on RingCentral App

    Have a view or access on Analytics report using RingCentral App

    5 votes
    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  17. Analytics metric color options

    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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  18. Power BI Integration

    Looking for an easy way to integrate with Power BI in order to streamline call dashboard.

    5 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  19. Favorite Live Report Dashboard

    The ability to favorite your teams live report for faster and easier access when there are multiple Live Reports. Its time consuming and frustrating to favorite the page but every time you load it you have to scroll through multiple teams to locate the one your team uses.

    5 votes
    Planned  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  20. Share Reports

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

    5 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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