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931 results found

  1. Extend the duration of data retention

    It will be good if we could extend the duration of data retention for call recording so that customers can still download recordings in case we will be needing it.

    14 votes
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  2. Include "Microphone" and "Speaker" in MOS call card for phone calls

    In QOS Analytics for VIDEO we display "Microphone" and "Speaker"

    "<div aria-label="Speaker" class="detail-item--k34E8" role="listitem"><div class="title--GOM98">Speaker</div><div class="description--Vdzit"><div>System default speakers</div></div></div>"

    This is NOT including in the call card for Phone (only RCV).

    Please add in data to show what Speaker and Mic combination was used by a phone user.

    Reason for request.
    If call MOS is >3.8 we have no way to see if the call was on the internal mic or the headset.

    14 votes
    1 comment  ·  QOS  ·  Admin →
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  3. Report that shows voicemails and missed calls

    Combined reporting for called queues and users. Our calls ring to everyone and if no one answers after a certain # of calls, then it's considered an abandoned call. The call is then routed to a dedicated voicemail user extension and patients can leave a general voicemail. After about five calls with tech support, they said it is not possible to generate a report that shows the # of voicemails and missed calls the way our system is set up.

    14 votes
    1 comment  ·  Live Reports  ·  Admin →
    How important is this to you?

  4. Pull Login and log out reports

    Requesting to add the feature to be able to monitor and get a report about the log in and log out of the users on the account

    14 votes
    Future Consideration  ·  4 comments  ·  Other  ·  Admin →
    How important is this to you?

  5. super admin profile to have more powerful access to filter call logs per sites and groups

    super admin profile to have more powerful access to filter call logs per sites and groupshave more group manager so that the call log filtering wont be limited to the group manager in charge of the site

    14 votes
    Implemented  ·  2 comments  ·  Other  ·  Admin →
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  6. More robust user compliance reports

    Currently I'm using RC analytics concatenating and parsing the message, video and phone downloaded .csv reports of folks who have never made a call, text or video call and it's not elegant.In order to push user compliance within our company, we would like a report of those who have yet to change their password and/or download the app and/or have yet to make one phone/text or video call.

    14 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?

  7. RingCentral Analytics Company Numbers - Please include a column indicating what the number is assigned to

    We have so many sites and telephone numbers, it is impossible to remember what they are assigned to. So it would be very useful if the company numbers report included a column that indicated what the public telephone number is assigned to e.g. the RingCentral Site.

    14 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  8. different export file formats for the same report gives different data - what shouldn't be

    If we download a performance report in Excel format there is the Session ID in first column but as we have a huge amount of call data (i.E. for month or quarter), the CSV format is the only way we can handle that. But here is where things got worse: if downloading the same report as CSV, the session-ID is missing. It would be very nice if the same report gives the same data regardles which file format you choose. This is a bit annoying. There was also a Case open to this with the reaction: "Thank you for your…

    14 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  9. Agent Activity Report

    Agent reporting of their accessibility and availability to answer calls, i.e. Agent A was available and accepting queue calls from 9a-12p EST & from 1p-6p, they were available but not accepting queue calls. The live agent report is helpful, but having a retrospective could help determine why missed calls occurred and help pinpoint tech issues when multiple VoIP services are being used congruently.

    13 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  10. Add physical addresses to reports as a tab

    When a large account with multiple office locations or remote workers, there is no report that would allow us to provide the address for all customers if entered. Our reports can filter by "ship to address" but if the user has a softphone or a BYOD device this field is blank. This would help our teams perform a multitude of internal audits with this option.

    12 votes
    1 comment  ·  Accessibility  ·  Admin →
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  11. License Limit

    It would be preferable to have a cap/limit on the ability to add licenses for Live Reports. Rather than allowing anybody who has access to add licenses whenever. Since we are unable to remove licenses without contacting support.

    12 votes
    0 comments  ·  Live Reports  ·  Admin →
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  12. allow administrators to edit all live report, public and private

    Currently super admins cannot edit live reports created by others, or see someone's private live reports board. It make it tough to manage.

    12 votes
    3 comments  ·  Live Reports  ·  Admin →
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  13. Business Analytics Dark Mode

    Provide a dark mode option for Business Analytics.

    12 votes
    1 comment  ·  Other  ·  Admin →
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  14. Have the option to switch access for Analytics reports for call queue managers and normal members

    At the moment there is a limitation that locks the performance reports view of a member to only see the call queue they are the manager of and will not allow them to see other call queues or users. You can only see them all if the user was removed as a manager of the call queue. It would be best to have a switch that allows them to have the capabilities to switch between the 2 or atleast the super admin would have the option to allow them to see either one through the portal roles and permissions.

    12 votes
    1 comment  ·  Other  ·  Admin →
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  15. SMS Report LOG required.

    Daily, weekly and monthly logs of all SMS sent by agents and who they are sent to is required for proper auditing and in order to avoid unwanted activities.

    12 votes
    Future Consideration  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?

  16. Report on users time in queue

    As an agency with multiple programs and queues, we need to be able to see when our staff are in the call queue and when they aren't easily, without having to go through the audit trail. We would love to be able to generate a report on each user and when they sign in and out of queue and the total duration they were in queue for the day.

    12 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?

  17. Increase length of time reports are saved

    All reports go back only 90days. At times we need to pull a full year or 6 months of data. It would be conducive to our business to gather data through reporting

    12 votes
    Planned  ·  0 comments  ·  Other  ·  Admin →
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  18. Generate Report based on Caller ID Number

    We would like to have a report wherein we could get the total number of calls based on the Caller ID number used.

    12 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  19. Individual Call Lifecycle

    We would like to see a report that displays the full lifecycle of an call. The report would be filtered on uuid, and would show a granular trace of the call from the time it leaves the IVR and the hops/routing of who it is presented to, to the appropriate team/team member. If the call is presented and not answered, who the call is routed to next, at which point SLAs are not met, the time each call spends in each step/hop of the process, up to the point the call is abandoned or completed. Essentially all steps of the…

    11 votes
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
    How important is this to you?

  20. Audit Trail Scheduled Reporting

    Customers should have the option to run a scheduled report on the information provided by the Audit Trail instead of having to manually filter options and download them each time.

    11 votes
    New  ·  1 comment  ·  Subscriptions  ·  Admin →
    How important is this to you?
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