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1057 results found

  1. Inbound calls that go to a Group shouldn't count as as multiple calls.

    Inbound calls that go to a Group shouldn't count as as multiple calls. Currently when we are looking at answered calls, it is such a small percentage of our total inbound calls. It would be useful for that to count as 1 call so we have better metrics on actual calls coming into the business and then actual calls being answered or missed.

    2 votes
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  2. Business Analytics Dashboard and Reports Share or Export to other accounts

    Large accounts where there are more than 2 accounts should be able to create a dashboard or report and share with the users of another account without recreating the whole report or dashboard from scratch. Ideally allow the export and import of the dashboard or report.

    My accounts have 10,000 per account (will have 4 to 5) and 20,000 call queues in each. Sharing of the reports would be beneficial.

    2 votes
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  3. Ability to Filter Phone Numbers

    The customer wanted to get the reports on how many times the ANI called their number. They wanted to have settings for filtering the phone numbers on how many times it called their main number.

    2 votes
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  4. visibility on those users who are using RC mobile app

    List or visibility on those users who are using RC mobile app.

    It would also help the admin if they have visibility on who are those users that are using the RC mobile app. For monitoring purpose

    2 votes
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  5. Adoption & Usage call minutes

    The Adoption & Usage feature's call minutes do not provide accurate data. We hope to have this feature fixed and ensure it also counts the Call Queue calls.

    2 votes
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  6. We need to be able to decline a call, then come back into the app & answer it when available

    When a call comes in on a call queue, the call members need to be able to decline the call if they are unavailable, & then when available go back in & answer that call if it is still in the queue. The problem we have, the call queue members also take care of customer checkouts, so if they are busy, or else on another line that is not connected to ring central, the call keeps ringing, & ringing even if you push the decline button, it comes back around & rings again after the call wrap-up setting interval. This…

    2 votes
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  7. Ability to set Caller ID settings for all users in MS Teams

    Currently, caller ID settings can only be set manually per user extension in MS Teams. Looking for an option to apply settings globally from the RingCentral admin portal since we have direct routing to MS Teams.

    2 votes
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  8. Send Subscription report twice a day

    We want to have each sales rep emailed their call count report TWICE per day--once at noon for their morning call count, and once more at 4pm with their afternoon call count.

    2 votes
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  9. Report that shows User to User message analytics. How much time is being spent on Messaging with specific users.

    Report that shows User to User message analytics. How much time is being spent on Messaging with specific users.

    2 votes
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  10. customize downloading call log reports

    Wants to have a way to customize downloaded call log reports either detailed or simple.

    2 votes
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  11. Call Recording Filenames RC App vs Admin Portal

    Admin Portal File Name:
    20240924-151926(219)316-4111IncomingAuto2758232453016.mp3

    RC App File Name:
    2758232453016.mp3

    Admin Portal File Name:
    20240924-1510551(219)316-4111OutgoingAuto_2758219513016.mp3

    RC App File Name:
    2758219513016.mp3

    It would be useful if when downloading call recordings via the RC App, the filename would include the same information as when downloading the same recording via online admin portal web page which appends date/time and phone number information as well as the 13 numerical characters.

    2 votes
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  12. New voice messages in Spanish are illegible. Voice to text needs to include Spanish AI option.

    New voice messages in Spanish are illegible. Voice to text needs to include Spanish AI option.

    Implement the feature to allow voice to text dictation to be in Spanish
    Currently, messages are illegible due to the lack of this feature.
    Time is wasted when we have to log in to listen to the messages.

    2 votes
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  13. Provide a report which breaks calls received to a queue by set time frame

    Generated report provides in increments (i.e 7:00 to 7:59, 8:00 to 9:00, etc)
    1. Calls taken by a users
    2. total calls received
    3. length of calls
    4. Possible custom fields

    2 votes
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  14. Mute call recording announcement in the users end

    Creating an Idea on behalf of Edward Morra. He wants a recording announcement that won't be heard by their users but will still be heard by the callers and by the people they are calling.

    2 votes
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  15. RingCentral Toll Free number service monitoring up and down status

    Would like the feature where customer can monitor their Toll Free number/s for up and down status.
    If the toll free number service stops working, an alert could be sent to customers designated contact and/or group that needs to be made aware. This way they can open a ticket with RingCentral Support to troubleshoot and escalate.

    It would also provide the option for designated contacts to arrange for internal message, email to the company or team that the toll free service is down and they are working with RingCentral on restoring the service.

    This will aid instead on the customer…

    2 votes
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  16. Real-Time Agent Status Notifications

    Currently, the Live Report in RingCentral's analytics portal offers a valuable overview of agent activity. However, it requires active monitoring and refreshing to stay updated on changes in agent status.

    I propose adding a real-time agent status notification system that provides immediate, visual alerts within the portal whenever there's a change in an agent's status. This would include notifications for:

    Agent becomes available: A notification pops up when an agent finishes a call or becomes available to take calls from the queue.
    Agent goes on queue: An alert appears when an agent activates their queue status, indicating they're ready to…

    2 votes
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  17. reports in analytics Upper and Lower Controls - Cost per Agent Hour

    Productivity/Occupancy of CSR: how many hours of their 7 hour shift they are in calls (per CSR).
    - Upper and Lower Controls
    - Cost per Agent Hour

    2 votes
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  18. user extra cost tab

    • Having a tab in the analytics portal that show site by site the extra cost of users.
    • Having the possibility to put limit of calls if we reach a certain amount of extra cost
    2 votes
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  19. alert

    Alert to specific users based on call activity, for outbound calls/sales team.

    We have a live dashboard that shows the current user statuses and duration, while the dashboard is valuable the manager of the team said it would be cool if in addition to that we could trigger emails to certain users if they are off the phone for more than a certain ammount of time.

    For example, on a day where the user made made at least one call, send the user an email if later in the day they do not make a call for more than x…

    2 votes
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  20. REFUSED Calls vs ANSWERED Calls, 1 call should not be marked twice

    REFUSED Calls vs ANSWERED Calls, we don't know how many calls out of the REFUSED Calls were actually ANSWERED unless we look into the Call Logs and go through each and every call and count REFUSED Calls that were actually ANSWERED. 1 call should not be marked twice, 1 as REFUSED and 1 as ANSWERED, this creates a lot of doubts when reporting.

    https://ideas.ringcentral.com/forums/958508-analytics-reporting/suggestions/48088775-generate-the-refused-calls-from-the-user-from-the

    2 votes
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