1101 results found
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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.
3 votes -
Track incoming calls by Location on a map
I use PowerBI to match area codes with City names and map a count of incoming calls on a map. Why is RingCentral not doing this?
3 votes -
KPI in Analytics to show talk time per caller
We would like to have the KPI in Analytics to see the average talk time PER CALLER.
3 votes -
Report for Users' Login
The customer wants to have an access to reports for their users' login on their call queue groups.
3 votes -
Add Handle Time (out) to be added in Calls Tab in performance reports
Customer wants the actual feature be added in Calls Tab in performance reports.
3 votes -
User fax enabled list
Need to have an option to generate a report that will show the list of users who has their fax settings enabled. Having a lot of users, this'll be a great help instead of going thru the users one by one.
2 votes -
To develop a report that monitors the standard metrics for manually handled digital interactions.
To develop a report that monitors the standard metrics for manually handled digital interactions.
The proposal aims to develop a standardized reporting system that tracks and monitors manual engagements within digital interactions. This report will provide better visibility into cases or messages that are manually handled by agents, helping the team identify trends, measure handling efficiency, and ensure consistent reporting practices across all digital channels.
2 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.
2 votes -
Download the Call records Essential on Business Analytics Essential
Customer wants to have option to download the Call Record on the Business Analytics Essential
2 votes -
Have the ability to hide fields
When creating a custom report/ calculation, there is currently no way to hide fields that are a part of the calculation. We would like the ability to hide certain fields so that when we export it to Clients, they are not visible.
2 votes -
analytics alert when devices are offline
Analytics alert when devices are offline, add as an option
2 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…
2 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.
2 votes -
Weekly Report of Voicemail Notifications left on extensions
Request to have an option to get weekly notification reports for Voicemails.
2 votes -
report on site phones
There are phones under unassigned phones and it will be helpful to have a reporting which site the phone was assigned before for reporting and bookkeeping as the phones are tagged under "COMPANY".
2 votes -
Quarterly Reports
PLEASE give us the ability to subscribe to quarterly reports.
2 votes -
Ability to remove the automated message played at the end of a conference call
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 -
longest call for the day
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 -
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.
2 votes -
Ability to brand the performance reports with company logo
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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