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  1. 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

    1 vote

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  2. 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.

    1 vote

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  3. 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.

    1 vote

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  4. 1 vote

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  5. 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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  6. Add other Online data back up option for RingCentral Archiver like OneDrive or SharePoint

    1 vote

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  7. please create an analytics where all answered call including parks off/transferred will be counted as answered calls. Since Transferred calls/ park on was considered as inbound calls, it should also count as answered by the next agent

    1 vote

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  8. Display whether an outbound call was answered or not when logged in Salesforce. Currently on the logged call (task) in Salesforce, you cannot see this info.

    1 vote

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  9. 1 vote

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  10. Would like to see the ability to see call details down to the second for more precise troubleshooting. For example, we can see a call comes in at 8:01AM but we're unable to find how many seconds after 8:01. I would like to see this broken down to 8:01:34 AM for example.

    1 vote

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  11. extend the time range for 1 year or more instead of 6 month period

    1 vote

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  12. We recently converted from Mitel and used Brightmetrics for reporting. We were able to create weblinks for the wallboards and unlike RingCentral, we didn't need to log in to view Live Reports. With RingCentral we now need to log into an account to view the wallboards and this makes it difficult to display them on a smart TV.

    1 vote

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  13. The customer wanted to have the option to disable automatic AI notes using her portal for a specific user.

    1 vote

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  14. When ACW countdown ends, the message says "Your breaktime is over" - Can this verbiage be changed?

    1 vote

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  15. Ability to see the caller ID number in the queue using the RingCX Real-time Analytics dashboard.
    The customer wanted to see the actual number of the caller ID number in the queue.

    1 vote

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  16. I should be able to pull more than 6 months worth of data. If I need to pull YTD numbers I should be able to export that from the site without having to go back into old excel files to try to get the data.

    1 vote

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  17. Add the call Session ID to the Detailed Call Log Report so we can easily group the calls together.
    The Session ID is already part of the call data, and part of the Anayltics reports, so should be simple to add to the Call Log Report and make it 100% MORE useable in the process.

    1 vote

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  18. 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.

    1 vote

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  19. We send out a phone time report using another system. I would love to be able to do it from this system but i want it half way through our prime phone time. Which is 10:30am and 3:30pm which does seam to be available with your system.

    1 vote

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  20. 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.

    1 vote

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