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973 results found

  1. 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.

    33 votes
    Future Consideration  ·  2 comments  ·  Other  ·  Admin →
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  2. 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.

    32 votes
    Planned  ·  0 comments  ·  Other  ·  Admin →
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  3. 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.

    30 votes
    3 comments  ·  Other  ·  Admin →
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  4. Increase Data Retention of Analytics

    customers are requesting to increase data retention of analytics report"Our business heavily revolves around call volumes and frequency...if we can't get the data we need, then I'll need to have a discussion with our executive team into looking for a provider that will/can provide basic data for years prior...""how can we accurately forecast against historical data only looking back 6 months?"

    30 votes
    Future Consideration  ·  3 comments  ·  Other  ·  Admin →
    How important is this to you?

  5. 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.

    28 votes
    0 comments  ·  Live Reports  ·  Admin →
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  6. 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.

    28 votes
    Under Review  ·  7 comments  ·  Other  ·  Admin →
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  7. 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

    27 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  8. Analytics regarding Text Messaging/SMS

    We need an analytics report for SMS messaging

    25 votes
    4 comments  ·  Live Reports  ·  Admin →
    How important is this to you?

  9. Text Message Auditing

    It would be nice to have a way to access the text message exchange of agents for auditing purposes.

    25 votes
    Future Consideration  ·  2 comments  ·  Other  ·  Admin →
    How important is this to you?

  10. 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.

    25 votes
    Future Consideration  ·  4 comments  ·  Other  ·  Admin →
    How important is this to you?

  11. Offer business hours selection for recurring reports in analytics.

    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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  12. Saved Performance reports and Subscriptions can only be accessed by the user who created them

    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.

    24 votes
    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  13. 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

    23 votes
    Future Consideration  ·  2 comments  ·  Other  ·  Admin →
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  14. Nice in Contact Call Analytics

    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 →
    How important is this to you?

  15. Add Week-to-date as a date range filter for calls

    Having the option to track week to date calls allows us to see how we're tracking over the course of the week.

    22 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  16. Add Inbound Fax Analytics

    Please add the ability to quantify inbound fax via the analytics portal. We currently utilize over 200 virtual extensions that act as a fax inbox for our sites. We would like the ability to view the total number of received inbound faxes across all extensions in our organization via the analytics portal. There is currently no way to report on inbound faxes.

    22 votes
    Future Consideration  ·  1 comment  ·  Other  ·  Admin →
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  17. Data that shows time and date of call refusals in Analytics, Performance report

    Currently in the Performance Reports in Analytics, only the "# Refused" report is available. Instead, there should also be a report that shows the specific date and time of when calls are being refused in Analytics for Performance report. This will allow the admins to gather more detailed reports of call refusals.

    22 votes
    Under Review  ·  2 comments  ·  Other  ·  Admin →
    How important is this to you?

  18. IVR Path reporting on standard Analytics

    It would be useful if the Ring Central Analytics were to include IVR Path reporting.

    21 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  19. Add a "Who's On Deck" widget to Live Reports

    We recently rolled out Live Reports for some of our call queues and we love it! One feature that would make it even better is if we knew whose phone was about to ring. We would love to see a widget on the live report that displayed the next 3-5 people whose phones were about to ring and the order in which they would ring. This would be helpful for training new call center agents, or just letting existing agents know when they've got time to re-fill their coffee mug.

    21 votes
    Under Review  ·  2 comments  ·  Other  ·  Admin →
    How important is this to you?

  20. 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 call

    20 votes
    New  ·  5 comments  ·  Live Reports  ·  Admin →
    How important is this to you?
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