1306 results found
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Enhanced Queue Reporting Metrics in RingEX
This feature request aims to significantly enhance the reporting capabilities for queues within the RingEX system by introducing several critical metrics currently unavailable. Customers need more granular insights into queue and agent performance beyond basic call counts and average wait times.
Specifically, this request seeks to add the following data fields to RingEX queue reports:
Total Talk Time
Average Talk Time
Max Wait Time
Average Speed of Answer (ASA)
Abandoned Calls
Service Level Agreement (SLA) Percentage
Number of Voicemails Followed Up On
4 votes -
auto saving chat options in video meeting
we need an option to automatically save chats with ringcentral video meetings.
4 votes -
Ability to access the call recordings through RingEX Analytics
Currently, we access the call log to listen to previous calls, but we've noticed that these call logs don’t appear to carry over to the Analytics tab. We would ideally like to have the recordings accessible via analytics.
4 votes -
RCX Fields
Overall we would like any field that is a date or time field to exist not as a text field but an actual date/time that has options to edit format. Default is that fields should be DD/MM/YY HH:MM and then allow people to choose to just show time, just show date or even show "Thursday April 10th 10:53AM PST" as you would be able to in most other modern business reporting tools.
The other main item was the double quotes when exporting to csv. No other tool we work with acts that way and requires cleanup.
Metric: Interaction Start Quarter…
4 votes -
Report that shows which platform was used by the user
We need a report that will show the user's log-in and log-out time in the RingCentral app.
Please have it so that desk top and mobile app will have a separate report.
4 votes -
Queue Time" per team member.
Customer would like to get a report of the amount of time our users spend in the "queue". In other words "Queue Time" per team member.
4 votes -
Option to filter users in Agent Details widget - Live Reporting
As of now, I can only select queues in agent details widget. I want to further drill down by users in that queue.
4 votes -
TO ADD FILTER FOR TIME RANGE FOR WEEKDAYS WITHOUT THE WEEKENDS
TO ADD FILTER FOR TIME RANGE FOR WEEKDAYS WITHOUT THE WEEKENDS
4 votes -
Show ringing time and live talking time separately for outbound calls. Currently, ringing time is combined in live talking.
Show ringing time and live talking time separately for outbound calls. Currently, ringing time is combined in live talking.
4 votes -
Lock Ringtone Volume for Polycom
Looking for an ability to have the option to Lock the RingTone Volume for any Desk phone devices (Polycom) so that other users cannot adjust the volume
e.g : The manager one of our stores is hoping to see if we can set the Ringtone volumes of the desk phones so users can't turn them down or off. Thanks
4 votes -
Analytics for faxes
You have no analytics for faxing. No way to download how many pages are sent nor by whom.
4 votes -
RingSense: Add ability to differentiate the voice queues in RingSense reporting
Add the ability to differentiate the voice queues for data shown in RingSense reporting. This would give a clearer indication of volume for clients and make it easier to organize data on their end.
4 votes -
Choose multiple call queue when creating subscription on analytics
Generate a consolidated report of user data across multiple call queues.
I have multiple call queues with the same users, and It's better to have a weekly report that provides call statistics for each user in each queue, including total calls, average calls per day, and average handle time.
4 votes -
Ability to generate reports who joined the audio conference via a dial-in
Ability to generate reports who joined the audio conference via a dial-in
4 votes -
Total call time includes incoming and outgoing calls
Total Call time widget that shows both Incoming AND Outgoing call timers for a user.
4 votes -
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 -
customize downloading call log reports
Wants to have a way to customize downloaded call log reports either detailed or simple.
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 -
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 -
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
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