1169 results found
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# of Total "Actual/True" Calls
Can you please add an analytics report column/category for total # of actual/TRUE calls made that doesnt include missed, hang ups, disconnected, no answer, or wrong number? Managing a call center this would be extremely helpful when pushing agents to exceed daily minimum calls/talk time requirements?
4 votes -
Add number of calls refused to live reports
Trying to figure out how many calls a rep was offered and how many were taken on an intraday basis to tighten feedback loop
4 votes -
Add "Forwarded To" information to an Analytics report.
Under The reports "Call Log" there is a column stating "Forward To" which pops up under the detailed view . I would like to be able to generate and export this information in a Analytics Report.
4 votes -
User Role Permissions: Specific Users to Only Access Data from a Certain Dashboard
Limit access to only one dashboard for a site.Site call logs permissions to only access call logs and analytics data from their assigned site.
4 votes -
Add all the numbers on reports analytics
The client wanted to see all numbers on his account on reports analytics under company numbers.
4 votes -
analytic unanswered calls
We are creating a report for the overall total of calls that are unanswered for an extension we were advised to add the sum of the total missed and abandoned calls, it would be useful for us if there is a direct KPI that we can add on the query to show on the analytic reports.
4 votes -
Option to come up with the most called hours.
There should be an option wherein we can search for the most called hours for that month or week, because we are aiming to know on which hour do we have most call volume for the purpose of availability of schedules.
4 votes -
Analytics: Ability to generate how many calls were forwarded from a queue
The issue at hand revolves around the inaccurate tracking and categorization of forwarded calls from a queue in the analytics system. When calls go unanswered and are subsequently forwarded, they fail to be properly recognized as missed calls within the analytics reporting. Consequently, this discrepancy leads to an underestimation of missed call volume, skewing the data on call activity and hindering the ability to gauge call handling efficiency accurately. This oversight presents a significant challenge in obtaining a comprehensive understanding of customer interaction and service performance metrics. Addressing this issue is crucial for refining operational processes and ensuring that customer…
4 votes -
Customize Option for Analytic Tab
I hope that we have the option to customize the tabs we have from the Analytics, like changing the color for each tab, which can help us determine the tabs quickly.
4 votes -
Feature that alerts if someone has been available for long
Ability to set certain admin to receive an alert if someone has not placed a call in over 15 minutes? Another flag could be if a user has been 'Available' for over 15 minutes. Ideally something within a certain time range since overnight would definitely trigger this flag. If there is not, could we be put in contact with someone who can make this happen?
3 votes -
Live Reports - Call Queue Members - Different Charge
A different charge should be offered if a license is needed for call queue users on live reports. Since the users won't utilize the platform itself, it should not be the same as the live reports charge for the viewer.
3 votes -
Allow Admins to see the IP Address or Network where users sign in
Title
Allow Admins to see the IP Address or Network where users sign in
Description
Please add a feature that allows Admins to view the IP address or network location used by users when they sign in to RingCentral.
This would be very helpful for:
Troubleshooting user connectivity issues (especially for remote agents)
Verifying login locations for security
Tracking suspicious or unauthorized sign-ins
The IP address or network information could appear in the Admin Portal > User Activity / Sign-in History, and also be available for export in audit logs.
3 votes -
Display Actual Users by Device Type in Adoption and Usage Reports
Enhance the Device Type section in the Adoption and Usage Reports (Analytics Portal) to display the actual users logging in through each specific device or platform (e.g., Desktop App, Mobile App, RingCentral for Teams, Web).
3 votes -
Merged call details in Analytics Portal
It would be great if there were a way to generate a report detailing the frequency of call merges, conferences, and transfers.
3 votes -
Option to create multiple Call Log Delivery for different extensions
Currently, the Call Log Delivery Saved searches for the Call Log Email Delivery Settings can only be created for only one setup. Kindly requesting the ability to create multiple Call Log Email Delivery Settings for different extensions.
3 votes -
Live Call Translator
Need a service to have a live call translator to facilitate calls with Spanish speaking patient with English speaking office staff
3 votes -
Virtual Agent Reporting
We have a lot of pre-chat virtual agents running across many digital channels. Unfortunately it's impossible to reporting on the virtual agent activity anywhere within the current reporting suite especially the historical and live dashboards.
Just as we can see human agent activity i.e Number of connected chats, AHT et realtime reporting on the bots would support with identifying issue as they happen almost like a bot health checker where we can identify spikes - even giving us the ability to report on the standard agent metrics would be a good start.
3 votes -
analytics alert when devices are offline
Analytics alert when devices are offline, add as an option
3 votes -
Analytics report per user to be automatically created and sent to the user by email.
Analytics report filtered to a specific user's log of all incoming calls and outgoing calls to be automatically created and sent to the user by email to be available in each user's portal access. Right now, only admin can create this report and it includes everybody's call logs not just one user.
3 votes -
Number of Abandoned calls missing from Users report
Currently, a Performance report for Queues show the # of Abandoned calls as a KPI filter however when running a Performance report for Users in a specific queue, the # of Abandoned calls filter is not available and missing.
Customer would like to be able to run a Performance report at the Users level for a specific queue and be able to see the total number of calls vs the total number of abandoned calls.
3 votes
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