1139 results found
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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 -
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 -
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 -
We need reporting for prior 12 months! Year over Year data would be incredible.
We need reporting for prior 12 months! Year over Year data would be incredible
5 votes -
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 -
Adding subscriptions for Quality of Service
Problem:No option to add a daily subscription for Quality of ServiceSteps to Reproduce1. Go to Reports Tab2. Analytics Tab3. Subscriptions4. Create New5. Clicked Report Type ( tried to create new subscription but see no option for Quality of ServiceActual Behavior: When creating a new subscription, there's is no option showing for Quality of ServiceExpected Behavior: To add an option of adding subscriptions for Quality of Service
5 votes -
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 -
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 -
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 -
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 -
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 -
Analytics should not states calls are missed when it was answered
Call Queues calls shouldn't states it was missed on Analytics when the call was answered.
5 votes -
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 -
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 -
Analytics Report view on RingCentral App
Have a view or access on Analytics report using RingCentral App
5 votes -
Ability to create own metrics in Business Analytics
Request to be able to create your own metric within the business analytics dashboards. Currently metrics are all prebuilt but the customer is asking if they could customise the metrics themselves (similar to how we can customise KPIs)
5 votes
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