1350 results found
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IVR Reporting on options
Would be good to be able to report on each option within the IVR to know how many times an option is being pressed.
30 votes -
Pull QoS call score via API
Currently you can only export the QoS report to csv and we have to manually ingest the data into PowerBi to generate a "Call Score" trend report.
We would like the ability to pull the QoS - "Call Score" directly via API.
29 votes -
ability to check audit trail for more than 180 days
Customer would appreciate if admin portal has an ability to store data in audit trail for more than 180 days for tracking purposes
29 votes -
Agent Activity Report
Agent reporting of their accessibility and availability to answer calls, i.e. Agent A was available and accepting queue calls from 9a-12p EST & from 1p-6p, they were available but not accepting queue calls. The live agent report is helpful, but having a retrospective could help determine why missed calls occurred and help pinpoint tech issues when multiple VoIP services are being used congruently.
29 votes -
Text Message Auditing
It would be nice to have a way to access the text message exchange of agents for auditing purposes.
29 votes -
Add Explicit "Do Not Disturb (DND)" Agent Status Metric and Breakout to Live Reports Dashboard
As a Supervisor utilizing RingCentral Live Reports, I want the dashboard to display an explicit "Do Not Disturb (DND)" status label or column for agents, rather than grouping them under the generic "Unavailable" category. This will allow me to immediately distinguish between an agent who is missing/out-of-office versus an agent who has intentionally toggled their application or hardware deskphone to DND to complete offline work, handle an escalation, or manage a brief break.
Current Pain Points & Behavioral Gaps:
Currently, when an agent activates "Do Not Disturb" (DND) on their RingCentral app or physical deskphone, Live Reports aggregates this state…28 votes -
Offer business hours selection for recurring reports in analytics.
Currently only 24 hour period for recurring reports (yesterday, last 7 days, etc.). Need ability to choose business hours for recurring reports. Example - Reports need to show activity during business hours, not the calls after hours when no one available. This increases the missed calls and abandoned calls for the queue and is not accurate for business hours activity.
28 votes -
Saved Performance reports and Subscriptions can only be accessed by the user who created them
Saved Performance reports and Subscriptions can only be accessed by the user who created them. It would be great if all other super admins in your organization would be able to access and manage these reports and subscriptions in the Analytics portal.
27 votes -
Report for Users Login, Usage and Activity on RingCentral app
Requesting to have a settings to run and export a report for user login, usage and activities on their RingCentral app.
26 votes -
Data that shows time and date of call refusals in Analytics, Performance report
Currently in the Performance Reports in Analytics, only the "# Refused" report is available. Instead, there should also be a report that shows the specific date and time of when calls are being refused in Analytics for Performance report. This will allow the admins to gather more detailed reports of call refusals.
26 votes -
Merging call Auto Recording on Transfer and Conference calls
The agent is currently on a call with a customer and needs to add another person to verify some data. To do this, the agent will put the first call on hold, make a call to the additional person, and then press the "merge" button to create a three-way conference call. However, it's important to note that when the conference call is initiated, the call recording will stop and we won't be able to hear the entire conversation. Since we rely on these recordings for quality assurance and performance measures, it's crucial to capture the entire conversation, even during a…
25 votes -
International Calls Report please
Hi, it would be really helpful if on our analytics reports we can filter it out to only show International reports. We could really use it on our end.
25 votes -
Report of Users on a User Template
There needs to be a report showing who is assigned to a user template. There is currently no way to tell if a user is assigned to a user template. Have a report or some indication on the user to show they are on a user template will ensure the correct people are assigned to a user template, and allow us to make updates if needed.
25 votes -
Add Inbound Fax Analytics
Please add the ability to quantify inbound fax via the analytics portal. We currently utilize over 200 virtual extensions that act as a fax inbox for our sites. We would like the ability to view the total number of received inbound faxes across all extensions in our organization via the analytics portal. There is currently no way to report on inbound faxes.
25 votes -
Abandoned Call queue Rate
Call queue calls routed to play announcement during after hours should not be tagged as abandoned calls
24 votes -
Pull Login and log out reports
Requesting to add the feature to be able to monitor and get a report about the log in and log out of the users on the account
23 votes -
Add Week-to-date as a date range filter for calls
Having the option to track week to date calls allows us to see how we're tracking over the course of the week.
23 votes -
Export of expanded call flow in Performance Reports
It would be nice to be able to produce a printed/exported report of detailed call flow in Performance section of Analytics. While it can be displayed, according to support - "Performance Reports do not currently have a feature to be able to download the expanded call flow views."
23 votes -
Reports to be edited by others
We'd like the ability for reports in Business Analytics to be shared with others who have edit capabilities. Currently, others can view the report, but we'd like an additional access type for view and edit. Thanks!
23 votes -
Download user info should include the call forwarding numbers
Download user info should include the call-forwarding numbers
23 votes
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