1350 results found
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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 -
Business Analytics > Logs > Data Filter (ability to enter more than 1 phone number)
Under Business Analytics > Logs > Calls > Data Filter... you are only able to enter in one single phone number for your widget filter. This can become quite cumbersome when you need to filter by multiple phone numbers to achieve the analytics you are looking for.
3 votes -
RingSense: Reporting Issue
Currently, when a call hits an extension configured with Simultaneous Ringing (e.g., Ext 101), RingSense attributes the entire call session, AI summary, and metrics strictly to Ext 101. It does not record which user/extension physically answered the call.
Modify RingSense ingest logic to capture the answered_by SIP endpoint / user extension ID from the call session state rather than the initial target extension (Ext 101).
3 votes -
Phone Number-Level Call Duration Report in RingEX Analytics
To be able to generate a report showing call activity (inbounnd and outbound) and call duration for all phone numbers, with the ability to filter the results by department and a specified date/time range.
3 votes -
Restrict Team/Group Creation Permissions in RingCentral Messaging
Summary
Customers are requesting the administrative capability to restrict standard users from creating new teams, groups, or group chats within RingCentral Messaging. The primary goal is to maintain a professional environment and prevent members from creating unauthorized channels to discuss non-work-related matters.Problem Statement / Business Use Case
Currently, any user within an organization can create teams or group chats without administrative oversight. This presents several challenges for business management:Non-Work-Related Distractions: Without restrictions, members frequently create casual, social, or non-work-related groups that distract from daily operations and impact productivity.
Lack of Content Control: Administrators cannot easily monitor or govern…
3 votes -
ability to show RingEX live dashboards on a kiosk device via a shared URL
ability to show RingEX live dashboards on a kiosk device via a shared URL
3 votes -
Reporting Capabilities | Generate a year-to-date and hour-by-hour breakdown |
The customer is requesting an enhancement to reporting capabilities that would allow them to generate a year-to-date, hour-by-hour breakdown of inbound external call volume, including the following metrics:
Answered calls
Abandoned calls
Missed callsThis level of detailed reporting is required for workforce and manpower planning purposes, as the current reporting options do not provide a consolidated view with this level of granularity.
The customer has indicated that having a single report or dashboard with YTD hourly call distribution and outcomes would significantly improve their operational planning and staffing efficiency.
3 votes -
Answer % for Outbound call - Anlaytics
There is currently no “answered call percentage” metric for outbound calls. All outbound calls are treated as connected once placed, which does not reflect whether the call was actually answered.
Gap
This limits visibility into true customer engagement and outbound performance.Proposed Solution
Introduce an Outbound Answered Call Percentage metric:Definition:
Answered outbound calls ÷ total outbound call attempts × 100Requirements
Differentiate between answered, voicemail, and unanswered calls
Include in reporting and dashboards
Align definition clearly with existing inbound metricsValue
Provides more accurate insights into outbound effectiveness and agent performance.3 votes -
Super Admin can access Call Logs on the RingCentral Phone App
Accessibility for Call logs on to all users for Super Admin in RingCentral Phone App
3 votes -
Add a Widget for Call Logs to Live Reporting
I have multiple customers who would like the ability to see the real-time call logs as part of their live report dashboard. This is a feature offered in live reports of other UCaaS providers and third party integrations to RingCentral.
3 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 -
DND Report
Is there anyway I can run a DND report on my RC numbers?
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 -
Add Total Do Not Disturb time to User Performance Report
Add the total amount of time a user is in a Do Not Disturb state by day under Performance Report > User. This will help to better understand discrepancies in workload distribution and any potential call avoidance behaviors.
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
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