1306 results found
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Analytics: Ability to run a subscription on demand to email the report to specific users
Need to be able to run saved report from the subscription "right now" and specify email addresses to send that may not normally be a part of the sub.
2 votes -
Live Report License Status
Be able to remove the historical data of users with removed live reports licenses in real time to avoid confusion.
2 votes -
Ability to delete call recording but preserve the call under call log
Hoping to have option in the future to delete the call recording and still preserve the calls under call log report.
2 votes -
reports for phone calls that should have ended—but where the user remained on the line
pull up a report of calls left open by agents. For example. Agent is speaking with the customer, the interaction ends but the call is left open by the agent. Is there anyway I can track that?
Lets say I have an agent with a 20 mins call. He spoke with the customer for 10 minutes (Call was supposed to end at minute 10) and he staid with the call for 10 more minutes without any further actions.
2 votes -
Recycle bin for deleted recordings and messages
A Recycle bin for deleted recordings and messages should be created so that customers can still retrieve them.
2 votes -
ringcx analytics historical report filter days
Agent state must be under Agent Group and not universal.
2 votes -
Filter answered call by seconds
Able to filter the call that was answered within 15 secs and more on the business analytics
2 votes -
Real-Time Dashboard Should Include Transfers
After noting our real-time SLA's were not mirroring historical data, it was queried with techsupport where the discrepancy lies. We were advised this was due to queue transfers and the real-time dashboard only reflects interactions that ended in that queue.
This is unrealistic for many business and makes it hard to manage SLA's effectively. We transfer to multiple other departments alongside using an out-of-the-box CSAT queue transfer.
Real-time should reflect EVERYTHING answered within that queue regardless of whether it was transferred to another destination as the SLA would still qualify in that queue given it's been dealt with.
2 votes -
Synchronized Call logs and Analytics Deletion
When call logs are deleted, analytics reports should be deleted in real-time too.
2 votes -
Add seconds to the call log timestamps
Add seconds to the call log timestamps. Sometimes a lot of things happen in a single minute, it would be good to be able to see the seconds in the timestamp field
2 votes -
User fax enabled list
Need to have an option to generate a report that will show the list of users who has their fax settings enabled. Having a lot of users, this'll be a great help instead of going thru the users one by one.
2 votes -
RCX Callbacks
Currently, the RCX platform will create two UII's for callbacks, and that interaction and the need for two UII's is well understood, however, both UII's are counted as two different callbacks in reporting, doubling potentially the amount of reported callbacks. - Please make it so although two UII's are generated, reporting sees it as one interaction.
2 votes -
Download the Call records Essential on Business Analytics Essential
Customer wants to have option to download the Call Record on the Business Analytics Essential
2 votes -
Have the ability to hide fields
When creating a custom report/ calculation, there is currently no way to hide fields that are a part of the calculation. We would like the ability to hide certain fields so that when we export it to Clients, they are not visible.
2 votes -
Report that will show a call being transferred from RingCX to the Ring EX
The customer would like to have a report that will show a call being transferred from RingCX to the Ring EX.
2 votes -
Weekly Report of Voicemail Notifications left on extensions
Request to have an option to get weekly notification reports for Voicemails.
2 votes -
report on site phones
There are phones under unassigned phones and it will be helpful to have a reporting which site the phone was assigned before for reporting and bookkeeping as the phones are tagged under "COMPANY".
2 votes -
Ability to remove the automated message played at the end of a conference call
We have requested the removal of the automated message played at the end of a conference call — “The caller has disconnected the call.” You previously informed us that this message had been removed, but it is still being played. Could you please look into this, as it is negatively impacting the user experience?
2 votes -
longest call for the day
We have sales reps that are responsible for making outbound calls. I need a report that shows the longest call for the day. Right now we only get 'Average Talk Time' which doesn't help. If the reps are required to make 100 calls/day, and their average call time is 30 seconds, that metric doesn't help because they may get a customer and sit on the phone with them for 10 minutes making a sale, but from the average report it looks like they never got hold of anyone.
We also need to report monthly on the number of calls lasting…
2 votes -
Performance reports KPI - Add Call Result for Outbound Calls (Connected or Voicemail Etc..)
This KPI would separate outbound call outcomes into two key categories, providing a clearer picture of agent and campaign performance.
2 votes
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