1139 results found
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Idea for Performance report
On the performance report it would be helpful to have the VM/Missed separated from the Missed calls. Currently we are going through the call log manually to separate them out. We have to keep track of how many calls ring through and make it to voicemail so having those set completely from missed calls that just hang up before VM would be great.
3 votes -
Call start times in hh:mm:ss.
In simple call logs, Analytics-Performance Reports and Analytics-QoS-Call logs, call start times are only given in hh:mm.
3 votes -
create a report option to show a time stamp of when a tech queues in and out
this will allow me to see what time they queued out and make sure it matches up with tickets or question why they were not queued in if they were not actively working a ticket.
3 votes -
Add a saves as pdf button on LOB analytics
Download is not available as pdf
3 votes -
QOS and call logs for CX1 to RC connections
Currently, our CX1 agents take all call on RC endpoints (RC softphone, or RC provisioned Polycom phones) via CX1 Station ID's. Unfortunately, RC call logs aren't recording these connections at all. Also, we can not get any QOS data on these calls. We would REALLY like to have QOS work on these extensions, and we'd love to see how often agents reconnect to thier agent legs.
3 votes -
abandoned calls
should have a report on the analytics on where you can see the number of abandoned calls or ended calls while waiting on the line before going to our vm.
3 votes -
RingCentral Analytics: Date Format option for Day/Month
Please may we request the ability to set/change the date format in RingCentral Analytics?Currently the format is Month/Day, but here in the UK we are accustomed to working with the Day/Month format.
3 votes -
run a report on companywide tasks assigned in RC
Is there a way to run reports on tasks inside analytics? we're looking to run a report on companywide tasks assigned in RC who they were assigned to; completion duration
3 votes -
Allow import of Call logs from CC to UC or vice versa
would like to be able to export call logs/contact history from CC or UC and then import it to the other
3 votes -
Add ability to create forecast reports in Analytics
This would be great for managers of call queues to get an idea of how many calls to expect in the coming week on certain days, or certain holidays for example
3 votes -
voicemail response time
Add columns to the LOB analytics to display length of time voicemail sits in "new status"- average, max and minimum. This would help us monitor staff response time to inbound calls that go to voicemail.
3 votes -
Ability to report on metrics over time
Would love the ability to pull reports for things like talk time and total calls over the course of weeks or months at a time vs. needing to pull all of that independently; currently pulls the total, but unable to break that down into detail
3 votes -
Adoption & Usage Report for Common/Limited Exenstions
Adoption & Usage reporting only works for "User" phones. We would like to pull the same data from limited/common area phones as we perform monthly metrics.
4 votes -
Ability to allow an Admin to control how long data is stored for on the Analytics Portal below the maximum current setting
Large Enterprise Customers in Europe often have worker's councils who do not want end user data being visible for 'longer than is required' as per GDPR law. In their eyes, 6 months is too long to see when a user last called someone, logged in and used an App endpoint etc. As such, they would like to be able to change the data range for which data is visible on the Platform, and just have high-level usage data that does not contain end user names.
3 votes -
Missed Call on the call queue Should have the more details view for missed call made by caller and made by the Users
Customer requesting to have more detail view showing the seperate information of abondoned call details made by the caller and the abandoned call details made by the user
3 votes -
Live Reports : Need to widget to reflect multiple queues
Need there to be one widget that is reflecting more than one queue. Currently when a widget is created for Queue monitoring and Queue calls, you can only select one queue per widget and not multiple.
3 votes -
Add KPIs from Performance report to LOB Analytics
Available vs unavailable hours per Queue memberAvailable start time (per day) per Queue memberAvailable end time (per day) per Queue memberBusy hours average (Busiest hour of the day on average)Busy day average (Busiest day of the week on average)Ability to compare week to week OR month to monthAverage talk time per Queue MemberCall Rating average total and per Queue memberTotal calls NOT answered by an available agentTotal calls NOT answered because all agents were unavailable
3 votes -
Add Column for reports to view voicemail box Listened vs Un-listened
Being able to add a column to view quantity of voicemails Similar to on the "users with extensions" List on the admin portal.
3 votes -
Customized analytic reports
Should be able to have the option to customize the downloaded reports on analytics and remove columns
3 votes -
Analytics report date range access
Hello, could it be possible to get reports for calls for the past 12 months?
3 votes
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