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  1. 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.

    35 votes
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  2. 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.

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

    34 votes
    Planned  ·  0 comments  ·  Other  ·  Admin →
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  4. 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.

    33 votes
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  5. 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.

    33 votes
    Under Review  ·  8 comments  ·  Other  ·  Admin →
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  6. 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.

    31 votes
    3 comments  ·  Other  ·  Admin →
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  7. 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.

    31 votes
    1 comment  ·  Other  ·  Admin →
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  8. Have a report which shows all uses who have a divert on their phone

    30 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  9. We need an analytics report for SMS messaging

    29 votes
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  10. 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.

    29 votes
    1 comment  ·  Live Reports  ·  Admin →
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  11. 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 call

    28 votes
    New  ·  5 comments  ·  Live Reports  ·  Admin →
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  12. It would be nice to have a way to access the text message exchange of agents for auditing purposes.

    26 votes
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  13. Would be good to be able to report on each option within the IVR to know how many times an option is being pressed.

    25 votes
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  14. Saved Performance reports and Subscriptions can only be accessed by the user who created them. It would be great if all other super admins in your organization would be able to access and manage these reports and subscriptions in the Analytics portal.

    25 votes
    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  15. Currently only 24 hour period for recurring reports (yesterday, last 7 days, etc.). Need ability to choose business hours for recurring reports. Example - Reports need to show activity during business hours, not the calls after hours when no one available. This increases the missed calls and abandoned calls for the queue and is not accurate for business hours activity.

    25 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  16. It would be useful if the Ring Central Analytics were to include IVR Path reporting.

    24 votes
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  17. 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

    24 votes
    How important is this to you?
  18. Fax report in performance report. For the customer to have an option to check the number of fax they received per day.

    To create a call log report for all incoming faxes to a certain phone number/account. Account information is found below. I know I can pull this information directly from the call log function within Admin Portal, but I would like to set a scheduled report

    23 votes
    1 comment  ·  Other  ·  Admin →
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  19. Hi, it would be really helpful if on our analytics reports we can filter it out to only show International reports. We could really use it on our end.

    23 votes
    Under Review  ·  4 comments  ·  Other  ·  Admin →
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  20. Submitted in the Contact us interface in the Nice in Contact interface as well...I'm looking to submit a feature request. Basically, when we have agents working from home, we currently don't have a way to determine if the agent drops a call or rejects a call due to the way they interact with the system, or poor network connectivity, etc. We would like the following (options of 3 tools to accomplish the task at hand)

    1. Some sort of identifier in reporting that tells of a disconnect vs. rejection from agent, etc.

    2. Some way to link Nice in Contact to the…

    23 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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