1147 results found
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SLA BREAKDOWN
Hello, Reference Case: 25759433 we would like to be able to run performance reports with different levels of SLA (% of Calls answered in 30, 60, and 90 seconds) and be able to retro get the data instead of only being able to pull what is from the live SLA marker. I tried pulling a previous month's SLA with different SLA settings but only got the same number as what the live SLA setting was at. I would ideally like to see the different. Additionally, I would like the Business Analytics to have an SLA option since only performance reports…
4 votes -
Business Analytics - Refused Calls
The current Business Analytics dashboard doesn't have Refused Calls
4 votes -
Generate report for call queue after hours calls
Generate report for call queue after hours calls
4 votes -
customize downloading call log reports
Wants to have a way to customize downloaded call log reports either detailed or simple.
4 votes -
The capability to log the time stamp of Desk phone DND status.
It will be better if we can log the DND time stamp of the desk phone for monitoring.
4 votes -
BT CLOUD: IVR Key Presses (Analytics)
BT CLOUD: Be able to see what IVR key presses are being pressed on Analytics>Performance Report.
4 votes -
Call Queue extension can separate another ring group in the Queue
Call Queue extension can separate another ring group in the Queue /
Currently under our call queue, we have incoming calls ring to 4 extensions. We would like it to ring 4 times to 2 extensions at the same time,
Then after the first 4 rings the incoming call gets transferred to 5 extensions then revert to another4 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.
4 votes -
Analytics Report to show Ringing Timframe
Customer would like to include the ringing time to show in analytics as part of the reports.
4 votes -
Ability to edit global filters on a shared Business Analytics dashboard
The ability to edit all the global filters in Business Analytics dashboards created by someone else and shared with others. Right now, there is view-only access and the ability to duplicate the report. We'd like to minimize the # of ad-hoc reports being used by Supervisors, and instead allow one dashboard of all widgets exec leadership deems critical, with the option to filter the global filters so that any one given Supervisor can see (1) their team's performance, and (2) within whatever date range they require.
4 votes -
Update the locked user access email being sent to Super Admin
Update the locked user access email being sent to the Super Admin email.
The super admin email is notified when an extension gets locked out for an incorrect password. The email received contains a way for the user to reset their extension, however, it doesn't fit for the admin to reset it. The content should inform the admin that there is an attempt to log in to the account multiple times resulting in being locked out.
Admin should be informed to contact the agent if it's valid and help them reset the password if they initiate it. Otherwise, it is…
4 votes -
I have multiple company numbers. I need to be able to toggle between all the numbers without having to log out and in each time
I have multiple company numbers. I need to be able to toggle between all the numbers without having to log out and in each time
4 votes -
Show total calls
I have a column of the number of Inbound and Outbound calls, yet i need to look and calculate and add them to see Total Calls.
I simply want a column that shows total calls (in & Out) Live reports - Agent View
4 votes -
Ability to add common area phones to call queue
I want to add common area phones to call queue ring group/member
4 votes -
Show phone numbers list for loop calls for call queue and user extension in Call logs or Analytics.
User extension is member of a call queue which shows 142 refused calls in analytics report however the phone numbers for refused calls are not showing in both call logs and analytics.
When the system detects a routing loop the calls that circle around time after time with in seconds are discarded and will not show up in Call Logs or Analytics. This would be a feature request for BA reports as no further development is being put into PR reports for nearly two years now.
Request to show phone numbers list for loop calls for call queue and user…
4 votes -
Live reports license availability statement
You are currently able to view licenses that are assigned to an individual within the Live Reports licenses section, but not unique users who may have logged in to view a dashboard, and not be a named user.
It would be helpful to have a point-in-time statement of which unique users have also used a Live reports license during the customer's billing month to assist the customer in knowing whereabouts they are in terms of available licenses.
4 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
4 votes -
Billing Cost Center data can't be downloaded to excel or csv.
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.
4 votes -
option to view individual SMS logs for non-admin roles
Is there any way to give a user (manager) access to run her own SMS Logs reports, same as she does with Call Logs, but without giving her admin rights?
4 votes -
Agent State log by agent, group of agents
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 teams4 votes
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