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526 results found

  1. New voice messages in Spanish are illegible. Voice to text needs to include Spanish AI option.

    New voice messages in Spanish are illegible. Voice to text needs to include Spanish AI option.

    Implement the feature to allow voice to text dictation to be in Spanish
    Currently, messages are illegible due to the lack of this feature.
    Time is wasted when we have to log in to listen to the messages.

    2 votes
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  2. Filter Performance reports from higher to Lower value

    The customer is requesting an option in the Performance Report to filter the columns from highest to lowest value or vice versa.

    2 votes
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  3. Provide a report which breaks calls received to a queue by set time frame

    Generated report provides in increments (i.e 7:00 to 7:59, 8:00 to 9:00, etc)
    1. Calls taken by a users
    2. total calls received
    3. length of calls
    4. Possible custom fields

    2 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  4. Mute call recording announcement in the users end

    Creating an Idea on behalf of Edward Morra. He wants a recording announcement that won't be heard by their users but will still be heard by the callers and by the people they are calling.

    2 votes
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  5. RingCentral Toll Free number service monitoring up and down status

    Would like the feature where customer can monitor their Toll Free number/s for up and down status.
    If the toll free number service stops working, an alert could be sent to customers designated contact and/or group that needs to be made aware. This way they can open a ticket with RingCentral Support to troubleshoot and escalate.

    It would also provide the option for designated contacts to arrange for internal message, email to the company or team that the toll free service is down and they are working with RingCentral on restoring the service.

    This will aid instead on the customer…

    2 votes
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  6. Real-Time Agent Status Notifications

    Currently, the Live Report in RingCentral's analytics portal offers a valuable overview of agent activity. However, it requires active monitoring and refreshing to stay updated on changes in agent status.

    I propose adding a real-time agent status notification system that provides immediate, visual alerts within the portal whenever there's a change in an agent's status. This would include notifications for:

    Agent becomes available: A notification pops up when an agent finishes a call or becomes available to take calls from the queue.
    Agent goes on queue: An alert appears when an agent activates their queue status, indicating they're ready to…

    2 votes
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  7. reports in analytics Upper and Lower Controls - Cost per Agent Hour

    Productivity/Occupancy of CSR: how many hours of their 7 hour shift they are in calls (per CSR).
    - Upper and Lower Controls
    - Cost per Agent Hour

    2 votes
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  8. user extra cost tab

    • Having a tab in the analytics portal that show site by site the extra cost of users.
    • Having the possibility to put limit of calls if we reach a certain amount of extra cost
    2 votes
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  9. alert

    Alert to specific users based on call activity, for outbound calls/sales team.

    We have a live dashboard that shows the current user statuses and duration, while the dashboard is valuable the manager of the team said it would be cool if in addition to that we could trigger emails to certain users if they are off the phone for more than a certain ammount of time.

    For example, on a day where the user made made at least one call, send the user an email if later in the day they do not make a call for more than x…

    2 votes
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  10. REFUSED Calls vs ANSWERED Calls, 1 call should not be marked twice

    REFUSED Calls vs ANSWERED Calls, we don't know how many calls out of the REFUSED Calls were actually ANSWERED unless we look into the Call Logs and go through each and every call and count REFUSED Calls that were actually ANSWERED. 1 call should not be marked twice, 1 as REFUSED and 1 as ANSWERED, this creates a lot of doubts when reporting.

    https://ideas.ringcentral.com/forums/958508-analytics-reporting/suggestions/48088775-generate-the-refused-calls-from-the-user-from-the

    2 votes
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  11. Extension to Extension for Calling only

    I need to be setup a number of phone extensions to not be able to call outside the building.
    Essentially, I would like to allow certain phones to only be able to call internal extensions. Preferably we would like them to be limited to which extensions they can call.

    2 votes
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  12. Ability to see when zero calls were made

    Ability to download a report which contains calls per day in order to see what days have zero or few calls. Right now I can only seem to find reports that show total calls per month, but does not break it down by day.

    2 votes
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  13. Email daily call recordings for quick playback

    Ability to set up an email of call recordings sent daily or weekly. A quick way for Admin to listen to calls without logging in to RingCentral.

    2 votes
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  14. 'Voice Transcription' reports available for prior dates.

    Currently, users can only view same-day 'Voice Transcription' but not prior dates which will allow Quality Analyst, Managers, Supervisors, and Workforce Management to access the 'Voice Transcriptions' hence the feature request, thank you.

    2 votes
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  15. Blocked Calls Visibility

    Please consider providing some kind of visibility in call logs for the calls you block. Our issue is that the blocking is apparently too aggressive and effectively preventing many healthcare facilities from sending us faxes. Our staff have been sending us complaints such as "lots of places telling us the faxes are not coming through and are failing" but call logs show nothing. Note that fax is widely used in healthcare because many email systems are not HIPAA compliant.

    2 votes
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  16. Ability to get an alert when no agents are logged in during queue hours of operations

    I need to be able to set up an alert that will notify me if there are no agents logged in during business hours.

    Currently there is no ability to set up an alert when no agents are logged in.

    2 votes
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  17. All Data Tagged in Call Records

    Business Analytics report for for "Call Records Dashboard - Default" Lays out each hop and result of the call. This does not however record an incoming call when a user device is not rang. I would love to see all incoming data included in this report to give us all the hops of an attempted call when no one is available to take the call or the caller disconnects the line prior to a user device being rang.

    While the call log inside the portal gives a view on these types of calls , it does not provide enough insights…

    2 votes
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  18. Receive SMS only

    Requesting for this feature to be enabled for the client for business needs. Only need to enable sms feature for inbound sms only.

    2 votes
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  19. IVR prompts

    The option to choose a male or female voice for the text to speech prompts

    2 votes
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  20. call log report - app calling

    Hello Ring team,

    We would like to generate a call log report that differentiates between outbound calls made from physical phones and those made through the app. This report will help us understand the working patterns of our remote staff better.

    2 votes
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