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670 results found

  1. To add widget in BA to count # answered forwarded calls of an ext

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  2. I am looking for a better way to review IVR performance in Business Analytics or Performance Analytics. In Performance Analytics, I have to drill down into every single call to see the IVR key presses, routing, and results of each step in the IVR. This is the data I'm looking for, but I am not able to find a way to pull that information into a custom dashboard or grid to measure performance. Some questions I'm asking from such a dashboard would be: At a given site, how many external callers pressed 4 to place a food to go order?…

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  3. Admins of RingCentral Analytics Portal should be able to filter calls by location for reporting purposes to identify the locations from which they receive the most calls

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  4. Customer called in because of the info "data for deleted numbers is stored for 6 months" is just a reminder". Customer thinks that their phone number was deleted because of that. Customer doesn't like the message. It would be best to put at least a warning or a reminder for this type of info so customer won't be confused

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  5. Allow graphs to be exported as PDFAdd the option to hide 0 calls on report. Every report shows all 500 users even if they are zero.

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  6. Option in Analytics that shows numbers of endpoints registered, offline, how long the endpoints registered, number of unregistered endpoints, etc

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  7. need to assign 3 numbers to 1 user extension so they can make/receive calls using 1 extension depending who's assign to take in call per day

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  8. 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."

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  9. Current behavior: Go to Business Analytics > Queue dashboard > Select the queue in the filter > Click on the name of the call queue to view the details of the queue calls. There is no download option unlike in the Performance Reports.

    Expected Behavior: It would be helpful to have the option to download the queue call details report.

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  10. RingCentral report is really hard to understand and we want to have it improve to be more user friendly.Reports doesn't have ledger to explain definitions and what it does.

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  11. We are needing a KPI in performance reports that show the total time spent on "not connected" calls. This is for when the sales user is calling but the customer does not answer - this time needs to be allocated towards their total time spent on calls and not justhandles time which is calculating connected calls length time only.

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  12. there should be an options that the AHT will not be included when doing transfer

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  13. RingCentral should have alert notification setting which should trigger if number of calls made daily are less than 25 (Each User)

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  14. remove or add option for stop handling time recording when call was transfer

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  15. How do I get a audit report for
    - login/logout times
    - desktop / mobile app

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  16. Viewing data for a specific call queue with KPI view in graph format

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  17. Depending on how an incoming main number handling is defined, a call could come into a queue or an IVR menu. Having a description field would help to properly describe this when appearing on reports. For example, a number can be assigned to both these objects but is not available as an option to show on the queue statistics report. Also, sometimes a call may be configured to go through another route before going to queue or IVR. Having a description field would allow end users to understand what the queue or IVR was when reviewing a report.

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  18. This allows the company to know the downtime hours of the phone.Helps to cross-check user's productivity. If a phone is offline, and the duration can be tracked when it is offline, it will help check the actual productivity of every user, site, or department.

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  19. caller want to know if the calls are being answered on their desk phones or app or just being forwarded on external numbers

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  20. We were a Mitel customer and I would run the Mitel Business Analyics user call reports, can Ring Central adopt reports like Mitel that gives more information on the users calls. Our managment team like to see in a week or month time number of calls, total talk time, total incoming and outgoing talk time. See attached report, thanks

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