1223 results found
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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.
7 votes -
Email to Fax Report
To add specific reports for email to fax. This will help to see the number of outgoing faxes that were using email to fax feature.
7 votes -
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.
7 votes -
Adding "Missed call without VM" Option on the Business Analytics Dashboard
I noticed that there is an option on the analytics page wherein there is a count and percentage of Missed calls but it's only with voicemails, I'd like to have a metric that includes missed calls for those that didn't leave a voicemail or "Refused calls", especially for those inbound calls.
7 votes -
Device Reporting for Firmware versions
Can RingCentral add the Firmware version our Phones (Poly and Yealink) are on in the Rooms & Devices reporting?This would make version control easier if we were able to reference a report in the Analytics portal that showed the current firmware our phones are using.
7 votes -
Reporting and Analytics
ability to see what the user selects when transferring a call: Ask first, transfer, or voicemail.
6 votes -
6 votes
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Real-Time Dashboards Should Have Ability To Identify Queue Outbound Calls
My agents make outbound calls on shared queues, not using a campaign, but the realtime dashboard doesn't have the ability to show inbound vs outbound queue calls.
6 votes -
company directory with DIDs that can be downloaded or exported
Have a company directory that can be downloaded or exported
6 votes -
provide unavailable time for each rep
Provide unavailable times for each rep so we can see how long they have been unavailable or at a Do not disturb stage
6 votes -
Hybrid IVR and Call Queue
I like that Call Queues have the option to Interrupt Audio with an Interrupt message. It would be nice to take that one step further and utilize it as a mini-IVR menu.
I want to use the Interrupt Audio to let the person on hold know they can Press 1 (or whatever button) to go directly to that queue's voicemail and configure a button press to work in that manner.
The current IVR configuration doesn't have what we need to utilize it for Queue purposes, and the Call Queues don't have configuration settings we like from the IVR menu.
6 votes -
Generate report for call queue after hours calls
Generate report for call queue after hours calls
6 votes -
Ability to send report via email immediately.
I would like the ability to create the report and have it sent via email without having to wait for the date and time to tick over to auto generate.
There needs to be a send now option when you have a saved report.6 votes -
Allow Analytics Data to be pulled via API
Allow Analytics Data to be pulled via API
The customer would like to retrieve analytics details via API in order to check the call disposition per user
6 votes -
Ability to show how many times each contact has been contacted in a tabulated form that summaries the call logs for each extension
We are hoping to have the capability anywhere in the Analytics Reports to search for records of an external number and be able to view in a tabulated form the following details:
- The number of inbound and outbound calls on an external number being searched.
- The list of users that had a transaction on the external number being searched, inbound and outbound.
- The number of transactiions, inbound and outbound, total lenght of time, and average time per transaction.
Thank you.
6 votes -
call score
Quality of Service: difficult to "identify poor quality of calls", as the call score is not listed in the download report - see attached. ....
6 votes -
give option a user to access call logs for particular users
give permission a user to access call logs just for particular extension
6 votes -
how many users use business analytics report
Need to see how many users use business analytics reporting
7 votes -
Limited access to Call Logs / Recordings
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.
6 votes -
Expired Meetings - To be able to look up expired Meeting ID's
Expired Meetings - To be able to look up expired Meeting ID's to see who originally created them, along with the Date/Time the Meeting ID was created to quickly determine if the person is using an expired Meeting ID. This would greatly aide in troubleshooting the cause of an improper practice used by Users.
6 votes
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