1261 results found
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Table on the performance reports should be filtered when selecting site
Currently, on the page "performance reports > users" when I select a site, only the graphic is updated. the table below still list all the call queues and users.This the view with no filter in the attached file : (Page no filter.png)This the view with a site filter applied : the table below the graphic is the same (page with site filter.png)When filtering the data on this page, the whole page should be filtered : both the graphics AND the table below.
8 votes -
Call Report that will show reason it was declined
Call Report that will show reason it was declined
8 votes -
Support Multi-Dimensional Grouping and Outbound Queue-Mask Tracking in Business Analytics Pro
As a RingCentral Supervisor and Systems Administrator utilizing Business Analytics Pro, I want the ability to perform multi-dimensional grouping (nested "Group Bys") and accurately track outbound performance mapped to specific Call Queues via Outbound Caller ID masks. This will allow me to seamlessly evaluate individual agent contribution directly within the scope of a shared queue across both inbound and outbound traffic streams without managing fragmented dashboards or executing manual data exports.
Current Pain Points & Behavioral Gaps:
Lack of Inbound/Outbound Parity for Call Queues: Currently, Call Queues are treated strictly as inbound containers. If a team of agents performs outbound…7 votes -
Live call information within RC app
The ability for employees to have a view inside of the RC app of current calls waiting within a call queue. This gives the employees the ability to understand how many calls are waiting to be answered as well as understand how many other employees are available to take inbound calls.
7 votes -
Handle time for Outbound Calls | Performance Reports | Analytics
Feature Request: Display Handle Time for Outbound Calls in Analytics Performance Reports
We would like the Handle Time for outbound calls to be included in the Handle Time column within the Performance Reports – Calls tab in Analytics.
Currently, this column only displays Handle Time (In), which reflects inbound calls only. Outbound call handle times are not included in this column.
While we understand that we can click on individual outbound call records to view the actual talk time, this method does not support efficient reporting.
We are requesting that Handle Time for outbound calls be displayed in the Handle…
7 votes -
Re-enable 90-day retention for HIPAA accounts where requested. Provide a secure, HIPAA-compliant option to store recordings beyond 30 days,
RingCentral's current policy for HIPAA-compliant accounts is a 30-day retention period for call recordings. This is an internal policy designed to minimize the risks associated with storing Protected Health Information (PHI). And not really to comply with Hipaa policies cause IPAA does not specify a universal data retention period for all types of protected health information (PHI). However, it does require covered entities to maintain documentation related to their privacy and security practices for a minimum of six years.
These capabilities are not currently available for HIPAA-compliant accounts. Since the 30-day retention is an internal RingCentral policy, only our developers…
7 votes -
Option to filter working days across an entire month
Performance Report - Analytics Portal Enhancement Request
Request to add an option to filter working days only for a selected month. The feature should allow users to retrieve call data specifically during the company's business hours.
Currently, the "Last Work Week" option only provides data for the previous week, but there is no option to filter working days across an entire month. This enhancement would improve reporting accuracy by ensuring that only relevant business-day data is included in the analysis.
7 votes -
Billing Dashboard
The new billing portal has demonstrated enhancements but I still feel it's lacking in functionality that most business owners would want to see more of.
trend management, especially with a contact center instance, I find it difficult to see the invoices over time and compare them month to month. Why isn't there a dashboard that can demonstrate this graphically, leveraging the filters you have there now as toggles?
Export/Download, currently this exists on an invoice by invoice basis which is fine; however, I imagine many of us would like the ability to export the billing list as its represented in…
7 votes -
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.
7 votes -
The ability to create a report from analytics to include total talk time instead of avg. talk.
The ability to create a report from analytics to include total talk time instead of avg. talk time. A few of the metrics that I track with my staff is outbound dials and total talk time. When creating a report with the widgets total talk time is currently not an option.
7 votes -
Generate report for call queue after hours calls
Generate report for call queue after hours calls
7 votes -
incoming call waiting for call queues
on call waiting a person can be put on hold and answer another call.
7 votes -
Include the graph when downloading company number's in pdf file
It would be better to include the line graph from the Company numbers report when downloading/exporting the report via pdf file
7 votes -
reports in modern formats .xlsx
We would like reports to generate in modern formats .xlsx by default, as we move forward with security enhancements. Our company policies block legacy file formats due to security reasons but the reports that generate from Ring Central are in old formats .xls
7 votes -
Ability to assign/share a User's direct number as a caller ID to other users
We would like to be able to share a user's direct number as a caller ID with other users.
7 votes -
how many users use business analytics report
Need to see how many users use business analytics reporting
7 votes -
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.
7 votes -
To have the option to set a label for a phone number to show in the call logs.
Customer would like to have the option to set a label for the phone number to show in the call logs.
Currently, call logs will show the phone number in "from" for outbound calls. The customer would like to be able to set a label.
Feature request for Super Fares.
7 votes -
Start/Stop Voice Call Record Time Logs Details
In OnDemand enabled user is able to start/stop the voice recording. In our process based upon customer request, the user can stop the recording for some time and again start the recording. We need the logs, what time the call got started recording and stop recording.
7 votes -
ADD CURRENT ACTIVE CALL LENGHT TIMER IN LIVE REPORTS
Cust needs to see the active call's timer so they can see the real time call lenght of the current call for any given agent in a queue.
7 votes
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