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437 results found

  1. RingCX Voice Skill "Play Hold Time" Feature Enhancement Request

    Current Behavior: The "Play Hold Time" feature will only play for callers after the first call in the queue (second, third, etc.) and they'll hear the queue time of the longest call in the queue (first queued caller), so if there are 10 callers in the queue, 2 - 10 will hear what call 1's (first queued caller) wait time has been. As in, the amount of time the longest call has been in the queue, so if caller 1 (first queued caller) in the queue has been in the queue for 30 minutes, the (second, third, etc callers) in…

    6 votes
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  2. Hybrid IVR and Call Queue

    I like that Call Queues have the option to Interrupt Audio with an Interrupt message. It would be nice to take that one step further and utilize it as a mini-IVR menu.

    I want to use the Interrupt Audio to let the person on hold know they can Press 1 (or whatever button) to go directly to that queue's voicemail and configure a button press to work in that manner.

    The current IVR configuration doesn't have what we need to utilize it for Queue purposes, and the Call Queues don't have configuration settings we like from the IVR menu.

    6 votes
    New  ·  0 comments  ·  QOS  ·  Admin →
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  3. Check who created the subscription report

    Super admin extension needs to have a visibility on admin portal who created the subscription report in Analytics and also have an option to edit.

    6 votes
    New  ·  0 comments  ·  Subscriptions  ·  Admin →
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  4. Show how long a user has been in a current status

    Good for Customer Service managers to see how long someone has been avaialable, on break, or not logged in. Live timing.

    6 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  5. Performance Reports- Calls Tab- Filtered for Missed and Answered Call

    When accessing the Performance Report in Call tab, no option to sort or filter for missed and answered calls. It will only show or provide the result of both answered and missed calls. Suggest to add an option to sort the type of calls for more efficient and friendly way of getting data in Performance Report Call tab.

    6 votes
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  6. Allow Analytics Data to be pulled via API

    Allow Analytics Data to be pulled via API

    The customer would like to retrieve analytics details via API in order to check the call disposition per user

    6 votes
    New  ·  1 comment  ·  Accessibility  ·  Admin →
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  7. Ability to show how many times each contact has been contacted in a tabulated form that summaries the call logs for each extension

    We are hoping to have the capability anywhere in the Analytics Reports to search for records of an external number and be able to view in a tabulated form the following details:

    1. The number of inbound and outbound calls on an external number being searched.
    2. The list of users that had a transaction on the external number being searched, inbound and outbound.
    3. The number of transactiions, inbound and outbound, total lenght of time, and average time per transaction.

    Thank you.

    6 votes
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  8. call score

    Quality of Service: difficult to "identify poor quality of calls", as the call score is not listed in the download report - see attached. ....

    6 votes
    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  9. Live call information within RC app

    The ability for employees to have a view inside of the RC app of current calls waiting within a call queue. This gives the employees the ability to understand how many calls are waiting to be answered as well as understand how many other employees are available to take inbound calls.

    5 votes
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  10. Supervisor access for survey results in RCX

    Currently, survey results for agents are accessible only to administrators, not supervisors. This limitation poses challenges for our clients, as supervisors require access to these results without being granted additional privileges.

    5 votes
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  11. wrap-up

    After finishing an incoming call from a queue, the agent needs to have the ability to end the wrap-up time early to put themselves back in the queue.

    5 votes
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  12. company directory with DIDs that can be downloaded or exported

    Have a company directory that can be downloaded or exported

    5 votes
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  13. Export Adoption & Usage

    Export Adoption & Usage

    5 votes
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  14. Ability to search calls using call ID/call information in Business Analytics

    Would like to have an option in Business Analytics to be able to search call information using call ID or telephony ID without downloading the reports and manually searching through the report. It would be best to have the option to search call information on the Business Analytics page.

    5 votes
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  15. reporting to show who is the manager of all call queues

    The customer would like to be able to generate a report showing who the manager of each call queue is.

    5 votes
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  16. Generate Report for calls being monitored

    Calls that are monitored are not showing under the action tab for call logs

    5 votes
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  17. Remove old or inactive users from Business Analytics

    Delete old/deleted users from the 'Users Dashboard - Default' table in Business Analytics.

    5 votes
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  18. License type in All users list download report

    Need to add "License type column" in All users list download report.

    5 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  19. Reports to filter on how many customers are reaching the maximum wait time and are getting transferred to external number

    We have a call queue that is set so when the maximum wait time is reached, the caller gets transferred to an external number. Is there a way to see the external number transfer happen in RingCentral reports? We are trying to receive analytics on how many customers are reaching the maximum wait time and are getting transferred to this external number we have set.

    5 votes
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  20. Live Reports Data to show call queue member's state if logged in to Phone App or not

    Live Reports should show the call queue member's state on the Phone App. When a user logs out from the application, Live Reports should show members state as "Unavailable" since the user is not logged in to the Phone App.

    5 votes
    New  ·  3 comments  ·  Live Reports  ·  Admin →
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