1306 results found
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Track incoming calls by Location on a map
I use PowerBI to match area codes with City names and map a count of incoming calls on a map. Why is RingCentral not doing this?
3 votes -
KPI in Analytics to show talk time per caller
We would like to have the KPI in Analytics to see the average talk time PER CALLER.
3 votes -
Report for Users' Login
The customer wants to have an access to reports for their users' login on their call queue groups.
3 votes -
Add Handle Time (out) to be added in Calls Tab in performance reports
Customer wants the actual feature be added in Calls Tab in performance reports.
3 votes -
Better filtering for Notable Silence on calls
Customer would like the ability to search for calls that have a filterable/defined instance of notable silence, but doesn't want to search based on Cumulative notable silence. In this example, customer would like to filter their calls for all calls that have an instance of more than 10 seconds of notable silence within the call, not 10 seconds of accumulated notable silence.
2 votes -
Performance Reports - SLA calculation
Issue:
Managers using Performance Reports in the RingEX Analytics page have reported that queues with zero calls received are currently displayed with an SLA of 0%.
When a queue has no calls received, there are also no calls answered, abandoned, or processed within or outside the SLA threshold. In this scenario, the SLA calculation effectively results in 0 ÷ 0, which mathematically has no defined result. However, the system currently displays the SLA as 0%.
Business impact:
Displaying 0% SLA for queues with no call activity negatively affects the overall SLA reporting for the department.
Managers may interpret the 0%…
2 votes -
Expanded Business Analytics Access for Call Queue Managers
Description:
Allow managers to access Business Analytics reports for users or call queues outside their assigned queue without requiring Super Admin privileges.Current Limitation:
Only Super Admins have full visibility across all users. Managers are limited to the users within their assigned call queues.Requested Enhancement:
Add more granular Business Analytics permissions so admins can grant managers broader or specific reporting access without giving them full Super Admin access.Benefit:
This would allow managers to monitor multiple teams or queues while maintaining appropriate security and role-based access controls.2 votes -
Business Analytic Subscription reports > Generate Now button
For scheduled reports that are set to send to multiple recipients at a set time of the day/week, it is possible to add a button under Analytics & Logs > Analytics > Performance reports > Subscriptions to generate and send the report immediately.
2 votes -
Include Conference Call Talk Time and Call Segment in Business Analytics
Summary: Business Analytics currently does not display the actual conference call talk time or call segment for users who host conference calls, even though the conference call details and durations are correctly displayed in the Call Log.
For example, a user hosted an outbound conference call lasting approximately 1 hour and 20 minutes. The Call Log correctly displays the three conference call legs with their corresponding durations; however, the conference talk time is not reflected in Outbound Sum or Live Talk (Call Segment) in Business Analytics. This results in a discrepancy between the Call Log and Business Analytics reporting.
Requested…
2 votes -
Call screening reporting
A reporting function that can determine whether an outbound (or inbound) call was answered or declined specifically through the One UI/iOS Call Screening features available on the newest devices.
We would like to see out of all the calls that have this feature enabled, the percentage of customers who answered vs declined vs pushed to traditional voicemail.
Currently we can only use the trackers on ACE to give us an approximate data percentage of these calls, based on tracking the wording used by the Call Screening device.
2 votes -
Restrict Team/Group Creation Permissions in RingCentral Messaging
Summary
Customers are requesting the administrative capability to restrict standard users from creating new teams, groups, or group chats within RingCentral Messaging. The primary goal is to maintain a professional environment and prevent members from creating unauthorized channels to discuss non-work-related matters.Problem Statement / Business Use Case
Currently, any user within an organization can create teams or group chats without administrative oversight. This presents several challenges for business management:Non-Work-Related Distractions: Without restrictions, members frequently create casual, social, or non-work-related groups that distract from daily operations and impact productivity.
Lack of Content Control: Administrators cannot easily monitor or govern…
2 votes -
Customer Visibility into Outbound Call Failure Diagnostics
Summary
Provide administrators and support personnel with access to outbound call diagnostic logs that indicate where a call failed (e.g., RingCentral platform, partner carrier, or destination carrier/network) and the associated SIP response or failure reason.Business Need
Customers frequently encounter outbound calls that result in intercept or congestion messages. Currently, they must contact RingCentral Support to determine whether the issue originated within the RingCentral network or was caused by a downstream carrier. Providing greater visibility into call failure details would enable customers to perform initial troubleshooting independently and reduce support interactions.Requested Functionality
Display the call failure point within the…
2 votes -
KPI for calls transferred externally
We need a report or KPI that shows the number of calls that are being transferred externally as a result of hold time or because they chose an option that transfers to an external number
2 votes -
Need AI Notes not being tracked
We notice that the Audi trail will not track if the AI Notes are enabled. THanks
2 votes -
Split Email Notification Logic for Personal vs. Shared/Call Queue Voicemails
Currently, when a user is assigned a shared voicemail box (such as a Call Queue voicemail), the system processes these alerts under the user's primary voicemail notification policy. If a user turns off notifications at the Call Queue level but keeps them on for their personal profile, they continue to receive emails for the Call Queue.
Users cannot opt-out of high-volume shared queue alerts without completely disabling alerts for their own direct business lines.
2 votes -
choose who can see live reports
Be able to designate who can see a live report dashboard the same way you can choose who can see a created dashboard is Business analytics.
Currently the privacy settings are [Public] and [Private]. In business analytics there's a third option [Shared] which then allows you to choose the designated agent/users.2 votes -
Annual Call Volume
It would be helpful for growing businesses to be able to compare their call volume from year to year, possibly broken down by month. Not a ton of details but at least the volume to help see growth and if more staff is needed. Also to help determine if there is a busier time of the year.
2 votes -
Track performance reports usage of users.
It would be great if we could track whether our users are still using the reports under Performance Reports or if you're seeing any traffic under Business Analytics from our users.
2 votes -
Audit trail should have traces of changes made to the account
Audit trail should have traces of changes made to the account. Right now is designed primarily to track account-wide, administrative configuration changes made via the Admin Portal
But it would be better if it will show all the changes including who deleted certain messages, What changes have been made and who made the changes and any other changes made by user or any admin.
2 votes -
Performance reports graph for call queues shows inaccurate data
We need to have an accurate graph representation in the Performance Report for call queues.
We were told that the data aggregation for the queues tab temporarily failed to process the graph properly. When this fails, it is usually due to a temporary synchronization lag between the raw call logs and the analytics engine.
2 votes
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