1168 results found
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Same-Day Missed Call Return Report
We'd like to propose a new analytics report feature that tracks whether users return missed calls within the same day. This report would provide valuable insights into our team's responsiveness and help improve our customer service metrics.
Key details for the proposed report:
- Identify missed calls
- Track if these calls are returned by the same user
- Filter for returns made within the same calendar day
- Display data in an easy-to-read format (e.g., percentage of missed calls returned)5 votes -
5 votes
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Email triggered for Abandoned calls
Is there a way we can trigger an email for Abandoned calls? or if the Abandoned Call Rate for a User is over a certain value % or quantity?
5 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.
5 votes -
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 -
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 -
Generate Report for calls being monitored
Calls that are monitored are not showing under the action tab for call logs
5 votes -
Add multiple email recipient on Call Log Delivery Setting
Description: Currently, the Call Log Delivery Setting allows only one email address to receive call logs. We request the implementation of a feature that permits multiple email recipients to be added for this setting.
Reason: Allowing multiple email addresses for call log delivery would significantly enhance collaboration and communication within teams. It ensures that all relevant stakeholders—such as managers, team members, and support staff—receive important call information simultaneously, improving response times and facilitating better decision-making. This feature would streamline operations, reduce the chances of missed communications, and foster a more integrated approach to team management.
5 votes -
License type in All users list download report
Need to add "License type column" in All users list download report.
5 votes -
Generate report for call queue after hours calls
Generate report for call queue after hours calls
5 votes -
I need my staff to be able to track their talk time LIVE throughout the day. We have always been able to do this before.
Each user should be able to see their current talk time totals for the day LIVE. My team is expected to have 3 hours or more of talk time each day. It is critical for them to be able to track this and see where they are throughout the day. We have always been able to do this with our other carriers, so it is strange that there is not a function for them to do this with Ring Central.
5 votes -
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 -
Filter Users By Site in Analytics Performance Report
One of the filters in the Performance Report is Sites. While selecting the site, it changes the KPIs, but does not filter down the user list to the members of that site. Site Filters should change the entire report, not just one section.
5 votes -
Analytics Abandoned calls
According to the description of Abandoned calls are calls that started waiting in the queue but were hung up before the call was answered or went to voicemail.
Customer requesting to separate the "hung up before the call" and "went to voicemail" on the Reports.
5 votes -
retrieve the settings if the user was deleted accidentally.
To be able to recover the user's ext data in case ext a was accidentally deleted.
5 votes -
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 -
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.
5 votes -
Analytics Company Numbers- Ability to filter if its routed to the call Call queue,IVR or User
Analytics Company Numbers- Ability to filter if calls are routed to the Call queue,IVR, or User
5 votes -
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:
- Generate reporting on the total numbers of each.
- Generate reporting on the percentage of each in comparison.
- Generate reporting on the percentage of total call volume.
- Generate reporting on how many transfers customers experience with the ability to highlight above an indicated threshold.
- 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 -
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
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