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  1. Description: We would like to request the addition of a new metric in the reporting system to calculate the average outbound over a specified period (e.g., the past six months). This feature is essential for tracking agent performance and improving operational efficiency. Currently, this specific metric is not available in the reports.

    The new metric should allow users to easily pull the average daily outbound, excluding weekends, along with other existing metrics such as inbound talk time and dials made. This would be a valuable addition for teams looking to analyze agent performance and productivity more accurately.

    1 vote

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  2. Regarding the configuration of two ring groups as requested:

    Establish the initial ring group under the designated extension, incorporating all numbers and the owner's extension.
    Create a secondary ring group under the same extension, replicating all numbers from the first group, excluding the owner's extension.

    This configuration enables efficient alternation between the two groups when the owner is unavailable.

    1 vote

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    • question on after hours logic for the weekend a feature request to bring up would be to have the entirety of the after hours times displayed under the After Hours Banner.. so it shows the weekend there as well
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  3. RingCentral for HubSpot currently has 2 ways to make outbound calls :

    • Place a call from dialpad
    • Use click-to-dial feature

    Would like to have the option to utilize the native dialer of HubSpot to skip steps of going through the contact list to use the click-to-dial feature or using the dialpad to enter a number manually.

    1 vote

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  4. Develop reporting to determine incoming calls coming from google ads versus organic or direct calls

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  5. There needs to be an option for auto emailing this report at specified time intervals. Additionally, data for these analytics needs to be archived for a minnium of 1-2 years so managers can view performance over time.

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  6. We have noticed that on occasion there are discrepancies in the call duration shown on the screen when you access the Call Log vs. when you play the recording.

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  7. When a caller chooses to be called back instead of being put on hold the incoming call after waiting shows our own company on the caller ID. They also need to see both for the ability to know who the customer is and what brand they are calling.

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  8. All call logs that are recorded to be transcribed in text form and intergraded to outlook email

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  9. I'd like to be able to generate a 30-day rolling report in the date range field as a selection, "Last 30 days". Currently it only has "Last Month" or "This Month".

    1 vote

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  10. Currently, when sending SMS or text messages via RingCentral, the recipient can see both the phone number and the Caller ID name. It would be beneficial if there were an option to hide the sender's phone number entirely and only display the Caller ID name, providing a more professional and private experience for users.

    This feature would be especially useful for businesses that wish to maintain privacy for their employees or departments while communicating via text, ensuring that only the business name or a designated Caller ID is visible to recipients.

    The ability to toggle this feature on/off or apply…

    1 vote

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  11. If the license is available especially for international licenses, include the information specifically the country on the information from the downloaded inventory list

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  12. When you download a detailed call log report to a .csv file, you get A LOT more data and info than you do when you view the exact same report on the screen. You have to download it to actually get the data. Please fix this. You should be able to set your filters and see the data on screen, and THEN download it if you so choose. Instead, you get a small sample on screen and no indication that there is a lot more in the download file.

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  13. Please add the last work week option to Call Log Reports. I see that I can manually choose the dates, but there is no way to select the last work week. This means I have no way to subscribe to this report without manually changing the dates. Last work week is available in most other reports, just not an option in the call log report for some reason. Screenshot is attached.

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  14. Increase Call retention beyond the 60 days to over 90 days

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  15. Include ability to add a resource link to a custom dashboard that shows definitions of call results.

    Like this: https://support.ringcentral.com/article-v2/Business-Analytics-data-dictionary.html?brand=RingCentral&product=RingEX&language=en_U

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  16. We would like to have a Custom Reporting feature for non-Contact Center Accounts, which lets you create report templates to assess personal performance, present statistics, or archive results. You can attach report templates to a schedule so that they generate automatically on a recurring schedule or at a given time. You can also run a report template on demand.

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  17. There needs to be a way to report the number of licenses used grouped by department. Our agency uses a chargeback model for services, and we need to have a way to report to departments what their expected monthly costs are by license usage.

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  18. 1 vote

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  19. Brand: BT Business

    Having an option to filter calls in Analytics (performance reports) using phone number will be a great additional feature. At the moment, we cannot filter phone numbers that are tagged as CALL OUT.
    We can only search phone numbers marked as INTERNAL and EXTERNAL.
    Most of the calls made by users are tagged as CALL OUT.

    1 vote

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