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1001 results found

  1. Report to show how many calls each queue member has answered

    A report which shows how many calls a queue member has answered, who has answered the most, average time to answer calls for each queue member.

    If there is a way to automatically disregard calls where the caller has hung up after waiting less than 30 seconds so it isn't included as a missed call or abandoned

    1 vote
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  2. performance report on IVR external transfers

    I need to pull up performance reports on how many IVR calls went to the external transfer

    1 vote
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  3. Call volume widget request: Only show successful Outbound calls

    The Customer is requesting to add a new Call volume type. Where, it will only show successful Outbound calls. Right now, that's not available. There's a type for that but it also shows the unanswered calls.

    1 vote
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  4. Report on Final Disposition of Call, here it concerns Abandon(Park) and Abandon(Hold), rather than Both.

    Could we please move away from having every instance of Abandon(Park) and Abandon(Hold) reported? And just report on the final disposition of the call, whether it’s a (Park) or a (Hold)?
    It's causing a lot of confusion and it's unclear how many answered calls actually ended up in an Abandon(Park) or (Hold) situation when the KPIs are pulled up.

    1 vote
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  5. Hide my information about who I am speaking with from incoming calls

    My employees are able to see the phone number of the person I am speaking and possibly their called id info. This is causing a problem when I am speaking on the phone with a confidential person about sensitive information. How can I keep these details from appearing to my employees.

    1 vote
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  6. Option to retrieve deleted recorded calls

    Option to retrieve deleted recorded calls

    1 vote
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  7. Call Logs Extended Info

    1 vote
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  8. IVR inbound caller number dialed

    Can you allow none contact center accounts the ability to determine which IVR phone number the inbound callers are using to call in? please and thank you

    1 vote
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  9. RingEX platform - Agent status is unavailable when signed out

    I've had confirmation from a support representative today that when a user logs out of RingEX their availability status doesn't change. As a result, we have odd live reports where people who are out of the office are 'available' within live reports when they are not physically available.

    This is confusing for users monitoring live reports, there are ways around this as suggested below:
    1. The user's defined business hours need to be changed to contrast with the Call Queue's business hours. Being unavailable outside of the user's business hours.
    2. The user's Member and/or Queue Status within the Call…

    1 vote
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  10. Digital Channels >> Supervisor "barge in/whisper"

    Digital Channels >> Supervisor "barge in/whisper" : In the "message/text/chat" can the color be different than the agent for clarity, to separate the note from/by supervisor? I see the name but a color would help separate when a) customer, b) agent, and c) supervisor are all in there "talking".

    1 vote
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  11. Need to be able to report on UTM campaigns attached to calls

    Users need the ability to set-up campaigns within Ring Central that have various attributions, i.e., utmcampaign, utmmedium, utm_source, etc. Users would like to be able to report on the effectiveness of their marketing based on the incoming calls received.

    1 vote
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  12. Feedback on Call Log Recording Status Icon Hover Delay

    Hello RingCentral Team,

    I would like to provide feedback regarding the user experience of the call log recording status icon. Currently, when a recording is unavailable (for example, due to the call length being too short), users must hover their mouse cursor over the icon for nearly three seconds before the explanatory message appears. This delay can cause confusion and negatively impacts usability.

    To improve user experience, please consider significantly reducing the hover delay or providing immediate visual feedback when a recording is unavailable. Clearer and quicker communication of recording status would greatly enhance the usability of the call logs…

    1 vote
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  13. user groups

    Giving a user the ability to select any user within performance reports and not being limited to only User Groups. We've created groups Academies for schedules reports, but the managers of those groups can't see other users in the company. This is a pain as we would need to also create other groups with all users for each of those managers

    1 vote
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  14. disable location tracking

    Option to disable geographical location or opt out/disable any location or device tracking in RC Rooms or RCV

    1 vote
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  15. Fax confirmations and reporting

    In need of a more metrics and reporting regarding outbound faxes.

    Confirmation Page:
    Provide information like time and date, the number dialed, username of sender, fax result. This could be an optional feature that you could turn on for all users to receive an email with this information after a fax.

    Reporting:
    It would also be helpful in the call logs to provide more information on the sent faxes. Provide information on the amount of attempts until being successfully sent, etc.

    1 vote
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  16. Call Logs - Pages

    To have an option to skip pages to view instead of just clicking per page.

    1 vote
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  17. KPI: Avg. Wait time in Live Reports

    Currently Avg. Wait time column is available in Performance Report but not in Live Reports.

    1 vote
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  18. Integrate with Grafana to generate a Dashboard with relevant information

    We have a Grafana server where we publish some Dashboards of our services. I think it could be nice to have an integration with some open source tool like Grafana for this purpose. The idea is to be able to count the license and extensions on a dashboard and also have there the statistics for calls in and out. Also may be to integrate with a SIEM tool like Wazuh. Have all that info on a Dashboard to present on a centralize interface.

    1 vote
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  19. Performance Reports can be embedded to a site

    Performance Reports can be embedded to a site or can be shared as an HTML file.

    1 vote
    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  20. Same-Day Missed Call Return Report

    We'd like to propose a new analytics report feature that tracks whether users return missed calls within the same day. This report would provide valuable insights into our team's responsiveness and help improve our customer service metrics.

    Key details for the proposed report:
    - Identify missed calls
    - Track if these calls are returned by the same user
    - Filter for returns made within the same calendar day
    - Display data in an easy-to-read format (e.g., percentage of missed calls returned)

    1 vote
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