1168 results found
-
Analytics - IVR key presses as a KPI option
Be able to see what IVR key presses are being used for a site/branch within analytics site. Right now we have no way to track routing to shared que's from branches using it. i.e. caller pushes 2 on ivr, is routed to a large multi site que. i would like to be able to see how many times that branch was routed to that que.
45 votes -
Enhanced Performance Report: Incorporating Missed Calls in Call Queue KPIs
We propose integrating missed calls into the Key Performance Indicators (KPIs) of the Performance Report for Call Queues. Currently, the report lacks visibility on missed calls for Call Queue Group Extension, hindering effective analysis of call queue efficiency. By incorporating missed call data into the report, supervisors can gain comprehensive insights into call queue performance, enabling them to address bottlenecks and optimize resource allocation for enhanced customer service. This addition would empower teams to better manage call traffic and improve overall productivity within the call queue environment.
44 votes -
Generate analytics reports showing detailed call queue report
The capability to generate a call queue report that shows detailed report.
- Duration of the call
- Who answered the call
- Who are the available user did not answer the call
- Who are the users engage on a call and cannot be answer the call43 votes -
Missed call report that shows all available users at the time of the missed call.
Missed/abandoned call report that shows all available users at the time of the missed call. If there was a missed call at 1pm and users were available at the time, I'd like their status to be included in the report.
42 votes -
RingCentral Analytics - Share and collaborate on saved reports
We would like the ability to share reports we have configured saved with other users in RC Analytics.
In addition when sharing the report with another user we would like the option to supply owner, read-only or edit access.
39 votes -
Analytics regarding Text Messaging/SMS
We need an analytics report for SMS messaging
36 votes -
Customize Time in Performance Reports
We would like an option to customize the time ranges in Performance Reports and set that as a report/tab. Currently, the only option we have is to select the hour, but there is no way we can customize the minute.
35 votes -
Option for the admin to view who disconnected the call
This process is available with RingCentral support.We currently have the option to check who if ended the call.It would be great if an Admin can have the same visibility, so they can easily identify if the call was disconnected from agent (their end) or customer ends.
35 votes -
Detailed report of abandoned calls in a call queue in analytics
Detailed report on abandoned calls in a call queue in analytics which displays the phone number of the missed call or routed to voicemail and the user affected by the missed call or call routed to voicemail.
34 votes -
Have a report which shows all uses who have a divert on their phone
Have a report which shows all uses who have a divert on their phone
33 votes -
User Status Details
We would like the ability to run a report that would should a detailed breakdown with timestamps and duration of time in status for team members?
33 votes -
How long has the member of a queue been 'Available'?
In Live Reports, we would like the ability to see the amount of time (hours:minutes) that the member of a queue is set to "Available" throughout the day.
32 votes -
IVR Path reporting on standard Analytics
It would be useful if the Ring Central Analytics were to include IVR Path reporting.
32 votes -
bye
It would be great if reporting indicated which side sends the BYE in a call. It would be very useful in troubleshooting users' problem calls. This information should be able to be pulled from the SBC.
31 votes -
Details of Refused calls in Analytics report
Specific details on getting accurate Refused calls in the Analytics report. If possible, Kindly include logs on where the specific refused call originated.
31 votes -
Sync Real-Time Dashboard Edits After Sharing
Currently, when Real-Time dashboards are shared with other users, a duplicate dashboard is created in their account instead of everyone accessing the same dashboard. Edits can only be pushed to shared users by re-sharing the dashboard every time a change is made. This process is tedious and time-consuming.
There should be a way to sync Real-Time Dashboards with other users after editing, without needing to share them again. The absence of this functionality results in teams viewing inconsistent dashboards or necessitates additional manual effort to re-share and inform the team about the updated dashboard.
30 votes -
wrap-up
After finishing an incoming call from a queue, the agent needs to have the ability to end the wrap-up time early to put themselves back in the queue.
30 votes -
Text Message Auditing
It would be nice to have a way to access the text message exchange of agents for auditing purposes.
28 votes -
IVR Reporting on options
Would be good to be able to report on each option within the IVR to know how many times an option is being pressed.
27 votes -
why isnt there any reports to show the length of time when people are unavailable
why isnt there any reports to show the length of time when people are unavailable.Basically, there are loads of areas to show length of call time, on hold, parking etc but nothing to show how long someone has been unavailable for. why? Also can you have the ability to see someone in wrap and someone unavailable differently in the system please, especially inside the live reports section as this would be really helpful
27 votes
- Don't see your idea?