1306 results found
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Answer % for Outbound call - Anlaytics
There is currently no “answered call percentage” metric for outbound calls. All outbound calls are treated as connected once placed, which does not reflect whether the call was actually answered.
Gap
This limits visibility into true customer engagement and outbound performance.Proposed Solution
Introduce an Outbound Answered Call Percentage metric:Definition:
Answered outbound calls ÷ total outbound call attempts × 100Requirements
Differentiate between answered, voicemail, and unanswered calls
Include in reporting and dashboards
Align definition clearly with existing inbound metricsValue
Provides more accurate insights into outbound effectiveness and agent performance.2 votes -
Allow Unknown inbounds/outbounds to Auto-Log into Google Sheets Without Requiring Existing Contacts
Currently, RingCentral call automation only logs calls into Google Sheets when the caller’s phone number already exists in the system/contacts. If the number is not saved as a contact, the call does not auto-enter into the Google Sheet unless we manually add the contact first.
This creates a major issue for sales teams because many inbound calls come from new or unknown leads. These leads are not already saved in contacts, but their call data is very important for tracking, follow-ups, reporting, and lead management.
Feature request:
Please remove the dependency that requires a phone number to already exist in…2 votes -
Ability to generate a report of all user extensions with a Video Pro license that have call forwarding enabled to external phone numbers.
We request the ability to generate a report of all user extensions with a Video Pro license that have call forwarding enabled to external phone numbers.
2 votes -
Analytics Subscription with Schedule Run History Report
Andrew requested an email feature same as Schedule Run History Report in Contact Center that shows if there was an error when a subscription report had issues.
2 votes -
Analytics report should not log spoofed caller ID numbers
Would like to submit a request to have that changed so the system can recognize an actual call from a user in the system versus a spoofed caller ID in the analytics report.
Currently, RC Analytics and logs automatically link a call report to an internal user profile based on the displayed caller ID. This occurs even when the call is spoofed from an external source and did not originate from the actual user’s authenticated extension or device.
2 votes -
Business Analytics Filters
Add filtering options for certain call types. For example, the ability to only show results for calls that are from call queues under the user dashboard. Currently, you are only able to filter the date and who are the users to be included
2 votes -
previous day analytics reports to be send to the next day
there should be an option to send analytics reports from previous day to be send out to the following day to all users email
2 votes -
RingEX Analytics Report for Call Transfers Between Queues
Request to enhance RingEX Analytics to include reporting capabilities for calls transferred from one call queue to another. Currently, there is no visibility in Analytics to identify or track inter-queue transfers, making it difficult to determine call flow paths (e.g., Reception queue to secondary queues). This feature would improve reporting accuracy and provide better insights into call routing, queue performance, and customer experience by clearly identifying transferred queue-to-queue call activity.
2 votes -
Showing 0:00:00 for Forwarded/Queue Answered Calls
We would like to submit a feature request regarding call logs displaying a duration of 0:00:00, especially in cases where the call is actually answered via a forwarding number or extension.
Instead of showing 0:00:00, it would be more helpful if the system reflected the actual call duration once the call has been routed and answered by the destination device or forwarding endpoint.
This issue is more noticeable when filtering by a specific call queue, where some answered calls appear as 0:00:00, which can cause confusion. However, when searching by the called number, detailed records show the correct call duration,…
2 votes -
Add Job Title & Department as columns to Agent Details Dashboard Widget
Please include in the Job Title, and or Department user fields as column options in the Agent Details Widget of the Live Reports Dashboard.
2 votes -
Make Analytic reporting downloadable.
It would be helpful to make the Live Reports, and other Analytic Reports and Dashboard data downloadable.
2 votes -
Shows AI total minutes used in AI reporting
To be able to see total minutes of AI usage even if we go over the allotment
2 votes -
User Group Manager Access
User Group Manager Access. Where the Manager of a particular User Group can only access the Call Log of their assigned members.
2 votes -
Gateway Reporting in Analytics
Administrators currently have no visibility or reporting options for Gateways within the RingCentral Admin Portal. Existing analytics tools, such as Rooms & Devices Analytics, list hard phones and other devices but do not include Gateways in their reporting capabilities.
Requested Enhancement:
Add a Gateway Reporting section that provides:A list of all Gateways on the account
Key details (name, model, status, MAC/identifier, assigned site)
Export capability (CSV/Excel)This feature would improve asset management, troubleshooting, and infrastructure oversight.
2 votes -
Automatic sending of AI notes to email
Automatic sending of AI notes to email, so that they will be received by the recipient without manually going to the app.
2 votes -
Re-archive failed archive data at one
Our cloud storage ran out of space and need to resync the data from the Archiver. Apparently, we can only retry 150 logs at a time and we have more than a thousand logs that needs to be re-synced. It would be benificial to have an option to resync all of the failed logs on archiver at once rather than doing it 150 at a time
2 votes -
RingCentral Analytics to support the ability to download call recordings in bulk for selected users only. Currently, administrators must man
-Allow administrators to select specific users or extensions within RingCentral Analytics
-Generate a report that includes only the call recordings associated with the selected users
-Enable bulk downloading of these recordings directly from the analytics report
2 votes -
Is there a way to only have the User tab in the excel export emailed over automatically?
Is there a way to only have the User tab in the excel export emailed over automatically for Analytics Performance Reports?
2 votes -
Add a Highlight in Adoption and Usage report
In the Adoption and Usage report, the Usage Frequency section is calculated based on how many days each user engaged with Message, Phone, or Video in the last 30 days. Users are categorized into the following buckets:
Very Frequently: 17 to 30 days
Frequently: 11 to 16 days
Occasionally: 5 to 10 days
Rarely: 1 to 4 days
Non-Users: 0 days
The 30-day window is measured by taking the last day of the selected timeframe and counting backward 30 days.
However, we've observed that some customers are not aware that the usage calculation is strictly limited to this 30-day period.…
2 votes -
Ability to generate report to verify which countries are enabled and disabled for international calling
Ability to generate a report in the admin portal to verify which countries are enabled and disabled for international calling/SMS, instead of going through several pages and extract them manually.
2 votes
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