1223 results found
-
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 -
Add "Language Detected" Metric for AI Receptionist in Analytics
While the AI Receptionist seamlessly handles multilingual calls (like Spanish), analytics.ringcentral.com currently lacks a way to report on this data. We need a "Language Detected" metric, column, and filter added to the Analytics portal. Currently, administrators have to manually read transcripts or build dummy routing queues just to track language volume. Exposing this data directly in the analytics dashboard will allow businesses to easily track customer demographics, optimize bilingual staffing decisions, and measure the true usage of the AI's multilingual capabilities.
3 votes -
Ability to generate dashboard for fax
Run a report to see our usage of fax for all users.
3 votes -
Account-Wide Extension Call Routing Report
Requesting the ability to generate a comprehensive report that provides call routing details for all extensions within an account. The report should include key routing configurations such as call handling rules, forwarding settings, queue memberships, IVR paths (if applicable), ring order, overflow destinations, and failover routing.
This feature would eliminate the need to manually review each extension’s configuration individually in the Admin Portal. It would significantly improve efficiency for administrators and support teams by enabling faster auditing, troubleshooting, documentation, and validation of call flow setups across the entire account.
3 votes -
Add functionality in the Admin Portal to generate and download a report listing all phones along with their associated E911 details.
Add functionality in the Admin Portal to generate and download a report listing all phones along with their associated E911 details.
3 votes -
Running Report for PC port utilization
Customer would like to find a way to run reports on which phones are utilizing the PC Port and then disable any phone NOT currently using it. Customer wasn't sure if there's any way to pull that data or not.
Customer mentioned that considering slapping a script together to scan the phones via IP and SNMP and see if they could get the info that way and then hopefully find a way to push a change to the phones or, as a last resort, task their techs with touching each phone's webgui and make the change.3 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 -
Sharing the Real-Time Dashboards with Agents
Sharing the Real-Time dashboards with agents without having to grant them Admin rights. Either through the wallboard or Send Current Dashboard feature.
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 -
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
- Don't see your idea?