1350 results found

1. Comprehensive Call Tracking in Business Analytics - Including Call Queue and Individual User Extensions

   Feature Description:The current Business Analytics feature offered by RingCentral provides valuable insights into either call queue calls or user calls separately. However, there is a critical need to enhance this functionality by incorporating the ability to track calls comprehensively. This feature request aims to bridge the gap by ensuring that calls that pass through call queues are visible at both the call queue level and individual user extension level. This enhancement will provide better visibility and facilitate easier analysis of calls, improving reporting capabilities within the Business Analytics platform.

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2. Nice in Contact Call Analytics

   Submitted in the Contact us interface in the Nice in Contact interface as well...I'm looking to submit a feature request. Basically, when we have agents working from home, we currently don't have a way to determine if the agent drops a call or rejects a call due to the way they interact with the system, or poor network connectivity, etc. We would like the following (options of 3 tools to accomplish the task at hand)

   1. Some sort of identifier in reporting that tells of a disconnect vs. rejection from agent, etc.

   2. Some way to link Nice in Contact to the Ring Central Office product so calls show in the analytics reporting there (probably most user friendly in one place)

   3. A stand alone analytics package to show call quality similar in the fashion of Ring Central Office (vs. a pure MOS score that is more limited).

   Submitted in the Contact us interface in the Nice in Contact interface as well...I'm looking to submit a feature request. Basically, when we have agents working from home, we currently don't have a way to determine if the agent drops a call or rejects a call due to the way they interact with the system, or poor network connectivity, etc. We would like the following (options of 3 tools to accomplish the task at hand)

   1. Some sort of identifier in reporting that tells of a disconnect vs. rejection from agent, etc.

   2. Some way to link Nice in Contact to the… more

   23 votes

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3. 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 call, from cradle to grave.

   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… more

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4. Historical Reporting for Message-Only Lines

   Add historical/trend reporting for Message-Only Lines within Live Reports (or Analytics Portal). Currently, the Admin Portal only shows a real-time snapshot — total messages in the box and the number still unaddressed — with no way to view this data over time.

   For contact centers using Message-Only Lines as an overflow or after-hold outlet, historical reporting is critical to understanding call access patterns. Without it, we can't accurately distinguish between:

   Patients who proactively chose voicemail instead of holding, and
   Callers who were forced to voicemail after exceeding hold-time thresholds

   This distinction directly affects how we measure and report on call abandonment, hold-time performance, and true patient access to care. Without historical trending, this volume is essentially invisible in our access reporting — understating actual call demand and misrepresenting the patient experience.

   Requested functionality:

   Historical volume of messages received per Message-Only Line (daily/weekly/monthly)
   Ability to filter/report by date range, consistent with other queue reporting
   Ideally, a data point differentiating "opted into voicemail" vs. "system-forced to voicemail due to hold time," if technically feasible
   Exportable data consistent with other Live Reports for integration into existing access dashboards

   Business impact:
   Without this, organizations lack a complete, accurate picture of call volume and access — specifically the portion of demand being deflected to voicemail — which undermines the integrity of access and volume metrics used for staffing, performance accountability, and strategic decision-making.

   Current Account Manager: Jaclyn Nickel, David Chao (Request reported to JN 09.16.2026)

   Add historical/trend reporting for Message-Only Lines within Live Reports (or Analytics Portal). Currently, the Admin Portal only shows a real-time snapshot — total messages in the box and the number still unaddressed — with no way to view this data over time.

   For contact centers using Message-Only Lines as an overflow or after-hold outlet, historical reporting is critical to understanding call access patterns. Without it, we can't accurately distinguish between:

   Patients who proactively chose voicemail instead of holding, and
   Callers who were forced to voicemail after exceeding hold-time thresholds

   This distinction directly affects how we measure and report on call… more

   21 votes

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5. Schedule report for QoS calls data

   Currently there are no API to pull QoS calls data. We do have the option to manually download into a csv file.

   We would like the ability to schedule regular download of the QoS calls data and send to email or network location for PowerBi to grab the source csv file to generate our own report.

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6. Business Analytics Dark Mode

   Provide a dark mode option for Business Analytics.

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7. Add a "Who's On Deck" widget to Live Reports

   We recently rolled out Live Reports for some of our call queues and we love it! One feature that would make it even better is if we knew whose phone was about to ring. We would love to see a widget on the live report that displayed the next 3-5 people whose phones were about to ring and the order in which they would ring. This would be helpful for training new call center agents, or just letting existing agents know when they've got time to re-fill their coffee mug.

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8. Analytics access to see DND status from Take all calls to Do not accept call queue calls

   Problem: When a user is a member of a group and is expected to take incoming There is no way to report on the time a ringcentral user was in DND or in Analytics access to see DND status from "Take all calls" to "Do not accept call queue calls" statusSolution: Analytics access to see DND status from "Take all calls" to "Do not accept call queue calls" would allow this to be reported on. Currently you can see this in the Audit trail section - but you can only see the transitions - the amount of time has to be calculated manually and there is no way to export these settings.

   Problem: When a user is a member of a group and is expected to take incoming There is no way to report on the time a ringcentral user was in DND or in Analytics access to see DND status from "Take all calls" to "Do not accept call queue calls" statusSolution: Analytics access to see DND status from "Take all calls" to "Do not accept call queue calls" would allow this to be reported on. Currently you can see this in the Audit trail section - but you can only see the transitions - the amount of time has to… more

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9. Giving a user the ability to select any user within performance reports and not being limited to only the users of call queues they manage.

   Giving a user the ability to select any user within performance reports and not being limited to only the users of call queues they manage. The workaround provided by support is to create a new account that is not a manager of any call queues, so all users are available to select.

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10. Adding a "country" filter in analytics portal

    Add a "country" filter in analytics portal, under performance report tab

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11. More information on abandoned calls within live reports

    The ability to get more information on abandoned calls within live reports. Currently we can view how many calls have been abandoned on a live report but there is no way to get any other information unless you investigate performance reports. it would be of benefit to be able to get this information straight from the live report page so that customers can be called back.

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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.

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13. Share Performance Reports and Subscriptions with other Admin users

    It would be awesome to have the ability to share performance reports and subscriptions with other admins on your RC account. Setting up these reports for various business units and maintaining changes is difficult when only the admin creating the reports can view and edit them.

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14. Comprehensive Report for List of All Users in the Account and Changes and Devices Information please

    Comprehensive Report for List of All Users in the Account1. Complete user list with their current Caller ID information in RC app2. Custom greetings and VM changes with their transcription/text content3. Modification information - when, what, and who made the changes

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15. users login/logout audit

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

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16. Agent State Log in Analytics Live Report

    It would be very helpful if we add Agent State Log in Analytics Live Report. Currently, the customer has the option to see the "Status" Column within the Agent Details Widget but that only shows if the agent is available or unavailable but not the Agent status which shows how long an agent has been in a status.

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17. Ability to download full life cycle of a call

    We can see the lifecycle of a call (incoming to receptionist, transferred to an associate) including hold times but cannot download this same level of detail. We want to be able to understand the full lifecycle of the call using analytics, but can't seem to get this level of detail on an export.

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18. Hi, Could we have an option to download the Business Analytics reports in a pdf and excel format the same as the Performance reports?

    Hi, Could we have the option to download the business analytics reports in both a pdf and excel format the same as the performance reports? Currently there's only an excel option.

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19. Customer Visibility and Alerting of "Daily/Monthly Call & SMS Limit"

    Genpact India Private Limited experienced outbound calling failures on a new Sub Account due to reaching the "Daily Call & SMS Limit" within SCP. Tier 3 resolved this issue by increasing the limit. However, the customer is requesting a mechanism to monitor their usage against the limit or a proactive alerting system to inform them when they are approaching or have exceeded this limit.

    Historically, RC has not provided customers with insight into this limit as it serves as an anti-fraud mechanism. Nevertheless, due to the impact on the customer's operations, they are requesting an escalation of this inquiry.

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20. Remove users from saved report that have been moved to another call queue

    Ability to remove users from saved Performance Reports that have been moved to another Call Queue

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