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  1. Reporting Enhancement: Inbound MVP: Add categories for type of call for MVP queues. This will allow us to to understand the types / reasons for inbound calls

    3 votes

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  2. Analytics Company Numbers- Ability to filter if calls are routed to the Call queue,IVR, or User

    3 votes

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    1 comment  ·  Other  ·  Admin →
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  3. Will be utilizing the Rooms & Devices analytics report to track the number of hard phones that are offline. Need the ability to get proactive alerts for devices that are offline. There is the ability to select "devices" as an alert trigger but there is only the ability to select "Offline" as a condition. Need the ability to have more granular control of the condition like other alerts triggers. Conditions such as greater than or less than a threshold. Also wanted to define the monitoring timeframe.

    3 votes

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  4. I need assistance in identifying the caller ID on the performance report.

    3 votes

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  5. The new "Billing portal" is equally as useless as the old one. RingCentral has a beautiful cost center feature which breaks down our bill perfectly. However if I can't get this data in a CSV file it is not beneficial for us.

    Please allow us the ability to download our bills in csv format, or at least the first 3 pages.

    3 votes

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    1 comment  ·  Other  ·  Admin →
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  6. We'd like to be able run historical reports showing the same info as Download/Agent State Log - but with ability to filter run report using the following criteria :
    date/range of dates
    individual agent ID/list of agent ID's
    call center teams

    3 votes

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  7. I am looking to run a monthly KPI report for multiple queues, that is broken down daily and shows total Monthly KPI's at the bottom.

    I am being instructed to run a daily report and then compile at the end of the month, but if RingCentral already can pull monthly information why not have it just display how those numbers were totaled?

    Mitel was able to run the attached report.

    3 votes

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  8. Business Analytics - Queues currently has Average Speed of Answer for the KPI Widget, but not for the Table Widget.

    Average Speed of Answer is also availabe in Performance Reports.

    Please vote to get Average Speed of Answer added to the Business Analytics - Table Widget for Queues.

    Thanks,

    3 votes

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    1 comment  ·  Other  ·  Admin →
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  9. Customer is requesting for the beep sound to be turned off while the call is being recorded. Reason is it is causing frustration by their customers due to the sound that is continuously beeping.

    3 votes

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    0 comments  ·  Other  ·  Admin →
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  10. Call tracking will help customers drive better results from search and digital marketing. Call tracking measures how their channels, campaigns, ads, keywords, and website drive phone leads. This can help customers identify which website, campaigns, ads, or keywords are generating the most phone calls and driving the most leads.

    3 votes

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  11. We would like the ability to track the average amount of time the callers remained in the queue before their call was answered. Also, it was useful information to know the number of calls answered within 30 seconds.

    3 votes

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    0 comments  ·  Other  ·  Admin →
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  12. When a call has been monitored, the call is no longer showing in Business Analytics.

    3 votes

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    0 comments  ·  LOB  ·  Admin →
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  13. % Missed (w/VM) is defined as "Percent of user’s inbound calls that were missed (including voicemails)." But it doesn't specify if the calls are to the queue or their direct number.

    3 votes

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  14. Omni Hotels is requesting an enhancement to the Digital Reporting for DFO in RCCC to include Date/Timestamp of when a DFO Case is closed. This is not available in the current available reporting.

    3 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  15. 3 votes

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  16. Requesting for this following features:status: "on a call" can be placed on top, currently it's either unavailable or available onlyif an agent is on a current call, phone number should show in live reportshave the ability to change the status of an agente.g ext 103 is on avail using live reports we can change it to unavailablebasically it's like call logs on a live report environment

    3 votes

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  17. ...ve reports.. Requesting to have an optio to identify transferred calls to overflow call queue and unanswered calls from the abandoned calls KPI in live reports.

    3 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  18. Would love to have a specific feature for our Daily/Weekly/Monthly Reports for our Video Recordings on our analytics to see which users are recording the meeting and not having to go through each individual recording.

    3 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  19. Need to be able to search a report for messages by employee.

    3 votes

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  20. 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

    3 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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