1306 results found
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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 -
Allow Managers to Access Analytics and Call Logs for Specific Users Only
I would like to request the ability to assign granular permissions that allow a manager to view the performance analytics and call logs of a specific user only, without granting access to other users’ data.
Currently, access permissions appear to be broader in scope and do not allow restriction to a single specific user. Having this feature would improve data privacy, role-based access control, and managerial oversight while maintaining security and confidentiality across the organization.
This enhancement would be highly beneficial for organizations that require structured reporting lines and limited data visibility based on hierarchy.
For example:
Samin Maestro (Ext.…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 -
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 -
Agent Acceptance Rate in the Inbound Queue Overview report
For the inbound queue overview report (in the standard historical reports), I would suggest that the agent acceptance rate shall display or show the actual percentage of staff's performance in a decimal point or digit number, instead of rounding up the tenth digit to a whole number. For example, if the interactions handled (7416) is divided by the interactions assigned (7438), then the acceptance rate should be 7416/7438 = 99.7% (not 100% by rounding it up). I am glad to see the data with 100% if my staffs actually handle the call 100%. But if they did not handle it…
3 votes -
Setting up Timezone for Performance and Live Reports
It would be best if there is an option to change or set up our desired Timezone for Performance and Live Reports.
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 -
Ability to clear stuck contacts in analytics Live Reports
Ability to clear stuck contacts in analytics Live Reports.
There are instances wherein our Live Report dashboard is showing call in queue for an excessive amount of time.
We confirmed that this was a stuck contact, but we do not have an option to clear or delete it.3 votes -
Filter by Status in SMS Log
SMS Log needs to be able to be filtered by status. You can filter by all other fields but tracking failed texts is critical to our company. We have to contact Ring Central Support to track failed numbers and it becomes difficult to track failed texts en mass.
3 votes -
historical dashboard
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).
3 votes -
Can we have a 'Run Now' button for any reports rather than having to wait for the next scheduled time?
Can we have a 'Run Now' button for any reports rather than having to wait for the next scheduled time?
3 votes -
report that will show whenever the queue member is available or on DND aside from audit trail
report that will show whenever the queue member is available or on DND aside from audit trail
3 votes -
Translate AI note to other language
To have the option to translate AI note to other language
3 votes
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