1305 results found
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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…
22 votes -
Add Explicit "Do Not Disturb (DND)" Agent Status Metric and Breakout to Live Reports Dashboard
As a Supervisor utilizing RingCentral Live Reports, I want the dashboard to display an explicit "Do Not Disturb (DND)" status label or column for agents, rather than grouping them under the generic "Unavailable" category. This will allow me to immediately distinguish between an agent who is missing/out-of-office versus an agent who has intentionally toggled their application or hardware deskphone to DND to complete offline work, handle an escalation, or manage a brief break.
Current Pain Points & Behavioral Gaps:
Currently, when an agent activates "Do Not Disturb" (DND) on their RingCentral app or physical deskphone, Live Reports aggregates this state…21 votes -
Business Analytics Dark Mode
Provide a dark mode option for Business Analytics.
21 votes -
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
21 votes -
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.
21 votes -
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…
21 votes -
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.
20 votes -
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.
20 votes -
Adding a "country" filter in analytics portal
Add a "country" filter in analytics portal, under performance report tab
20 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.
20 votes -
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
20 votes -
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.
20 votes -
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.
19 votes -
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.
19 votes -
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
19 votes -
Call Volume Live Dashboard
I would like to be able to see call volume dashboard, inbound and outbound, by day and by agent. I would also like a date range filter to easily compare call volume between specific dates.
19 votes -
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.
19 votes -
Park Call to Direct Extension
The customer has an idea of being able to call a park to a specific extension.
19 votes -
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.
19 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.
19 votes
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