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1057 results found

  1. We would like to have the KPI in Analytics to see the average talk time PER CALLER.

    3 votes
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  2. The customer wants to have an access to reports for their users' login on their call queue groups.

    3 votes
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  3. Customer wants the actual feature be added in Calls Tab in performance reports.

    3 votes
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  4. We have requested the removal of the automated message played at the end of a conference call — “The caller has disconnected the call.” You previously informed us that this message had been removed, but it is still being played. Could you please look into this, as it is negatively impacting the user experience?

    2 votes
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  5. We have sales reps that are responsible for making outbound calls. I need a report that shows the longest call for the day. Right now we only get 'Average Talk Time' which doesn't help. If the reps are required to make 100 calls/day, and their average call time is 30 seconds, that metric doesn't help because they may get a customer and sit on the phone with them for 10 minutes making a sale, but from the average report it looks like they never got hold of anyone.

    We also need to report monthly on the number of calls lasting…

    2 votes
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  6. have our company brand on ring central performance reports

    We would like to brand the performance reports with our company logo when exported to pdf

    2 votes
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  7. On historical dashboards, it would be great if different information could be configured similar to the way we do it in the historical reports. For example, if the historical dashboard includes a graph, I would like to be able to customize it to remove columns that I don't need (i.e. Agent Group, Agent ID, Agent Group ID).

    2 votes
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  8. I have a user who is looking to schedule multiple call reports containing differing parameters to be emailed to separate users. We were able to set up one, but could not find an option to schedule additional reports containing alternative parameters. Put more simply, we are looking to set up multiple scheduled report deliveries so that User X receives a report containing info from parameter set A, and User Y receives a report containing info from parameter set B.

    2 votes
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  9. Is there a way to track devices that were in use over 6 MONTHS?

    2 votes
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  10. Hi

    Customer is requesting if there is a possibility to combine RingEX and Nice Incontact reporting. As we know, there are some customers that are doing cloud connect from RC to CC. Additionally, there are also instance that the the call is with CC and it will be transferred to REX.

    With this, customer needs to generate report from both platform and manually combine those.

    We're seeking possibilities if this can be considered.

    2 votes
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  11. Ability to tell how many users are using AI Notes in Analytics

    2 votes
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  12. When changing tabs in QOS analytics reports, you lose your filters. If I pick a site in Overview then want to drill down into its calls by clicking the Calls tab, the filters reset and I have to re-choose the site - for example. This is highly annoying and seems like a waste of time.

    2 votes
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  13. Adding a column for transferred calls in Performance reports (Calls) Analytics and who picked up the call.

    2 votes
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  14. A report that shows calls deflected from one queue to another, along with how many of those calls were answered and how many were abandoned. The goal is to identify how many calls originally intended for a specific queue are ultimately handled elsewhere.

    2 votes
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  15. report that will show whenever the queue member is available or on DND aside from audit trail

    2 votes
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  16. We’ve noticed an issue with how call durations are being recorded in Salesforce via RingCentral.

    In our setup, call logs are attached to Salesforce tasks and are used to track KPIs. When a customer calls in and is placed in a queue (e.g. when the user is busy), the system records the call time from the moment the customer hears hold music. However, Salesforce is logging this total time rather than the actual duration of the conversation between the user and the customer.

    For example, in a recent call:

    The customer is in a queue, waiting for their contact, for…

    2 votes
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  17. we need an option to automatically save chats with ringcentral video meetings.

    2 votes
    New  ·  1 comment  ·  LOB  ·  Admin →
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  18. create a role where user can see only selected extensions for call logs

    2 votes
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  19. We need a report to separate inbound blocked calls / SPAM from actual missed calls.
    Right now analytics gives us a total of all missed calls including blocked/SPAM and this can affect our performance data.

    2 votes
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  20. Subject: Adjusting a CSV Report
    Description:
    Reports are created via the Analytics Portal under the Subscriptions section.
    Tab ticked for it for example is just the Users tab but when the report is generated and sent, it shows a couple more tabs/columns on it. The "Filters" and "KPIs" tab.
    The customer wants to not have these included and just show the tab chosen and ticked for the specific report.

    2 votes
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