1129 results found
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Real-Time Agent Status Notifications
Currently, the Live Report in RingCentral's analytics portal offers a valuable overview of agent activity. However, it requires active monitoring and refreshing to stay updated on changes in agent status.
I propose adding a real-time agent status notification system that provides immediate, visual alerts within the portal whenever there's a change in an agent's status. This would include notifications for:
Agent becomes available: A notification pops up when an agent finishes a call or becomes available to take calls from the queue.
Agent goes on queue: An alert appears when an agent activates their queue status, indicating they're ready to…2 votes -
reports in analytics Upper and Lower Controls - Cost per Agent Hour
Productivity/Occupancy of CSR: how many hours of their 7 hour shift they are in calls (per CSR).
- Upper and Lower Controls
- Cost per Agent Hour2 votes -
user extra cost tab
- Having a tab in the analytics portal that show site by site the extra cost of users.
- Having the possibility to put limit of calls if we reach a certain amount of extra cost
2 votes -
alert
Alert to specific users based on call activity, for outbound calls/sales team.
We have a live dashboard that shows the current user statuses and duration, while the dashboard is valuable the manager of the team said it would be cool if in addition to that we could trigger emails to certain users if they are off the phone for more than a certain ammount of time.
For example, on a day where the user made made at least one call, send the user an email if later in the day they do not make a call for more than x…
2 votes -
REFUSED Calls vs ANSWERED Calls, 1 call should not be marked twice
REFUSED Calls vs ANSWERED Calls, we don't know how many calls out of the REFUSED Calls were actually ANSWERED unless we look into the Call Logs and go through each and every call and count REFUSED Calls that were actually ANSWERED. 1 call should not be marked twice, 1 as REFUSED and 1 as ANSWERED, this creates a lot of doubts when reporting.
2 votes -
Extension to Extension for Calling only
I need to be setup a number of phone extensions to not be able to call outside the building.
Essentially, I would like to allow certain phones to only be able to call internal extensions. Preferably we would like them to be limited to which extensions they can call.2 votes -
Ability to see when zero calls were made
Ability to download a report which contains calls per day in order to see what days have zero or few calls. Right now I can only seem to find reports that show total calls per month, but does not break it down by day.
2 votes -
Email daily call recordings for quick playback
Ability to set up an email of call recordings sent daily or weekly. A quick way for Admin to listen to calls without logging in to RingCentral.
2 votes -
'Voice Transcription' reports available for prior dates.
Currently, users can only view same-day 'Voice Transcription' but not prior dates which will allow Quality Analyst, Managers, Supervisors, and Workforce Management to access the 'Voice Transcriptions' hence the feature request, thank you.
2 votes -
Blocked Calls Visibility
Please consider providing some kind of visibility in call logs for the calls you block. Our issue is that the blocking is apparently too aggressive and effectively preventing many healthcare facilities from sending us faxes. Our staff have been sending us complaints such as "lots of places telling us the faxes are not coming through and are failing" but call logs show nothing. Note that fax is widely used in healthcare because many email systems are not HIPAA compliant.
2 votes -
Ability to get an alert when no agents are logged in during queue hours of operations
I need to be able to set up an alert that will notify me if there are no agents logged in during business hours.
Currently there is no ability to set up an alert when no agents are logged in.
2 votes -
All Data Tagged in Call Records
Business Analytics report for for "Call Records Dashboard - Default" Lays out each hop and result of the call. This does not however record an incoming call when a user device is not rang. I would love to see all incoming data included in this report to give us all the hops of an attempted call when no one is available to take the call or the caller disconnects the line prior to a user device being rang.
While the call log inside the portal gives a view on these types of calls , it does not provide enough insights…
2 votes -
Receive SMS only
Requesting for this feature to be enabled for the client for business needs. Only need to enable sms feature for inbound sms only.
2 votes -
IVR prompts
The option to choose a male or female voice for the text to speech prompts
2 votes -
call log report - app calling
Hello Ring team,
We would like to generate a call log report that differentiates between outbound calls made from physical phones and those made through the app. This report will help us understand the working patterns of our remote staff better.2 votes -
More options for how Quality of Service reports are calculated.
Be able to identify and report calls based on other metrics such as Minimum call quality or maximum length of "Good" call quality. Right now a call is considered "Good" if it disconnects and reconnects every two minutes.
2 votes -
Track how many calls were missed and how many were returned. What the users return % is and how long it took them to return the call.
Track how many calls were missed and how many were returned. What the users return % is and how long it took them to return the call.
2 votes -
Custom Rule for Call Queue, ability to transfer to other device
I'd like to know if it's possible to set up a Call Rule that says if a call comes from an extension number then only ring my computer and nothing else.
2 votes -
View individual responses in calibration report
In the calibration report, include side-by-side responses selected by all evaluators when variance exists for a question. This will make it easier for evaluators to discuss their responses, understand why evaluators selected different responses, and resolve variance found during calibration
2 votes -
Press 1 for incoming call information to be applied in all mobile carriers
Press 1 for incoming call information to be applied in all mobile carriers
2 votes
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