797 results found
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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.
26 votes -
Text Message Auditing
It would be nice to have a way to access the text message exchange of agents for auditing purposes.
24 votes -
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.
24 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.
23 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.
23 votes -
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)
Some sort of identifier in reporting that tells of a disconnect vs. rejection from agent, etc.
Some way to link Nice in Contact to the…
23 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.
22 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
22 votes -
Longer Data Retention For Analytics Portal
It would be great if the Data Retention could be longer especially with the data in the Analytics Portal as some information is needed for more than just 6 months.
22 votes -
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.
21 votes -
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 -
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.
21 votes -
Download user info should include the call forwarding numbers
Download user info should include the call-forwarding numbers
20 votes -
Comprehensive Report for List of All Users in the Account and Changes and Devices Information please
Comprehensive Report for List of All Users in the Account1. Complete user list with their current Caller ID information in RC app2. Custom greetings and VM changes with their transcription/text content3. Modification information - when, what, and who made the changes
19 votes -
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?"
19 votes -
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.
19 votes -
Ability to download full life cycle of a call
We can see the lifecycle of a call (incoming to receptionist, transferred to an associate) including hold times but cannot download this same level of detail. We want to be able to understand the full lifecycle of the call using analytics, but can't seem to get this level of detail on an export.
19 votes -
Analytics - Destination of Call (Export w/existing Spreadsheet)
Hello,Recently a customer noticed that the Analytics portal GUI offers the ability to see the call destination of an Inbound call (see example screenshot). Our customer would like to see this destination show in the report (excel) that is available to download from this GUI.
19 votes -
Adding a "country" filter in analytics portal
Add a "country" filter in analytics portal, under performance report tab
18 votes -
Reports to be edited by others
We'd like the ability for reports in Business Analytics to be shared with others who have edit capabilities. Currently, others can view the report, but we'd like an additional access type for view and edit. Thanks!
18 votes
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