599 results found
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Live report Upgrade for more statuses and numbers to measure
It would be great if the live report could show other type of status on the agents, like Lunch, Training, Braked or Logged Out. Also it would be nice if we could measure amount of time an agent is in a status, like amount of time available, amount or time unavailable.
8 votes -
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.
7 votes -
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.
7 votes -
Measure of occupancy as a percentage
When selecting a user on the Audit section on reporting, we are able to view change of status' and log in times. For our app it shows "Accept all calls", "Do not accept any calls" and "Do not accept queue calls". From here we should be able to see the amount of time once logged in that a person was set at these certain status' too. Would be great in enabling us to measure occupancy
7 votes -
Report of Users on a User Template
There needs to be a report showing who is assigned to a user template. There is currently no way to tell if a user is assigned to a user template. Have a report or some indication on the user to show they are on a user template will ensure the correct people are assigned to a user template, and allow us to make updates if needed.
7 votes -
Include a way to analyze Common Area phone activity
We have many 3rd party conferencing systems set up to register to RingCentral for telephony. Without analytics for these phones appearing in Ringcentral, I cannot even tell how much they are being used without manually pulling reports from each individual device.
7 votes -
Add SMS metrics to analytics reports
SMS usage is important for communication, especially in our marketplace atmosphere that we live in. Adding in Total - Outbound- Inbound SMS metrics is vital for CRM integrations so we can see activity levels and then also future ability to see unique numbers that are communicated with SMS to see our rep's reach.
7 votes -
Fax report
Fax report in performance report. For the customer to have an option to check the number of fax they received per day.
To create a call log report for all incoming faxes to a certain phone number/account. Account information is found below. I know I can pull this information directly from the call log function within Admin Portal, but I would like to set a scheduled report
6 votes -
Enhanced Performance Report: Incorporating Missed Calls in Call Queue KPIs
We propose integrating missed calls into the Key Performance Indicators (KPIs) of the Performance Report for Call Queues. Currently, the report lacks visibility on missed calls for Call Queue Group Extension, hindering effective analysis of call queue efficiency. By incorporating missed call data into the report, supervisors can gain comprehensive insights into call queue performance, enabling them to address bottlenecks and optimize resource allocation for enhanced customer service. This addition would empower teams to better manage call traffic and improve overall productivity within the call queue environment.
6 votes -
Live report access for users that is not a Super Admin
Ability for other users that is not Super Admin to access/view the live reports. Since some owners doesn't want other users to access the Admin Portal as Super admin and make changes.
6 votes -
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.
6 votes -
Analytics data manually refresh or change frequency
Currently the analytics data only refreshes every hour, it would be good to have a way to do this manually. Takes so long testing things when you have to wait an hour for it to refresh! Even just for admins or testing purposes (I'm aware that Live Reports does this, but I don't need that level of functionality all the time).
6 votes -
Filter non-business hours out of RingCentral Analytics Portal reports
It would be very useful if you could filter non-business hours out of the Analytics reports. For instance, I would like to know how many calls are abandoned, but only during 9-5 business hours.
6 votes -
Create a month to month performance report dashboard
Creating a data comparison of monthly KPIs all in one spreadsheet.Please see attached.
6 votes -
Live Call Reporting
Live call count dashboards for users, maybe on HUB. When employees have call counts they have to meet daily they really need to able to see their own live metrics.
6 votes -
Call Logs with unique Call ID and Number for Call Queue sequence
A user is wondering if there is a way to include in the call logs details Call ID (not caller ID) or Number sequence for a call queue report. By this means we can group a call result according to the call ID number without being mixed with the other call result. e.g.TypeFromToCall IDCall SequenceExtinbound888898459188812345621471101inbound888898459188812345621472102
6 votes -
Define our set SLA definitions on reports
Out clients require the Service level definitions on the phone reports. Right now we have to pull to Excel and manually add to every report we pull for them. We need the SL Definitions to auto pull the configured data to Excel AND the Pdf version. I have attached an example of what our old phone system report looked like. the information auto pulled through.
6 votes -
Forwarded To Numbers as trackable data in analytics and call logs
Right now the only way to see the times a number is forwarded out to an external number from my support queue is to download an excel document of all calls and then try to filter the data manually.
6 votes -
User Status on Exported Performance Reports
Excel Exported Performance reports show the Status for all users as 'Active'.Including disabled or deleted users for lines that have been reset & reassigned for new staff.The results should reflect the current status of the users at the time of export.This would support filtering the results to only show currently active user accounts currently I am forced to compare the 'download user list' against the exported performance report to manually remove deleted accounts, in order to only report on currently active users.
6 votes -
Number in Use Report
Currently we have access to the Company Numbers report. We need that same format to reflect All numbers assigned to our account (both in use and in inventory).
6 votes
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