1085 results found
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Performance Call Reports
For Call Reports in Performance reports, it would be best to show/include the user's extension number to easily identify which user made/received the call.
1 vote -
Change the start date of Yearly Reports
Would like to change the start date of yearly reports in LOB to align with company financial year rather than calendar year.
1 vote -
Generate a report where the call got disconnected. i.e., IVR Menu, Call Queue, User
• What issues is this solving for? Generating reports for calls being disconnected while on the IVR Menu prompts.
• How will the feature help customer’s processes? It will help determine how many calls are being disconnected while the IVR Menu prompt is playing.
• Who would benefit from it? The RingCentral customers.
• How should it work? When they go to the Analytics Portal > Performance Reports, there should be an option to see where the calls got disconnected. i.e., IVR Menu, Call Queue, Users1 vote -
Customised hours
Not enough rules for customising the times for the Call Volume and Service Level widgets.
We only have a choice of hours, which is complicated when a service has hour-long breaks.
As a result, the abandoned call rate is incorrect and so is the service level.
1 vote -
Business Analytics - Any way to display call quantities that were blind transferred
In Business Analytics I'm trying to create a report that shows the number of calls that were blind transferred vs transferred normally (where the user puts the caller on hold, calls the person asking if they'd like to accept the transferred call, and if so only then do they transfer).
We're trying to get on top of staff using the blind transfer functionality.
1 vote -
ability to filter call length greater than 120 seconds
that way we can filter unnecessary calls that didnt even lasted 120 seconds
1 vote -
Call Queue Reporting
Report on the Custom Rules for the Call Queues in EX. There does not seem to be an option to audit the settings other than manually checking each call queue which gets tedious when you have over 1000 call queues
1 vote -
Cannot add expansion module due to firmware change.
We are unable to add an expansion module to a Polycom, due to what appears to be a firmware change. Each time we try to add the expansion module we get an error that says that the module can't be added due to the user being a member of a shared line. According to Support, this is a current limitation at this time and there is no workaround.
1 vote -
The performance report should show the percentage/counts of the internal transfer and external transfer
The performance report should show the percentage/counts of the internal transfer and external transfer in the dashboard without checking every call of every user
When checking the performance report there is no filter that the customer can use immediately to see which calls are being transferred. The customer still needs to check each call manually under Performance Report to determine which has been transferred.
1 vote -
Update Metric on "Abandon (Hold)"
The Abandon (Hold) metric is misleading. It counts when a caller hung up while they were on hold which is perfect - this is what we want. However, it also counts other scenarios.
We have callers choose the customer service option from our IVR often. Many times, they need to speak with another department or someone specific. The customer service queue member will place them on hold prior to transferring the call. If the transferred call isn't answered, that counts toward the queue members Abandon (Hold) count. It doesn't matter if the caller leaves a voicemail for the intended extension…
1 vote -
chat routing
Looking to create a process of identifying transferred chats routed back to the MVP queue due to the unavailability of agents in the intended queue (TCR, Billing, CERT). Although we currently rely on audit history, it's not feasible to check for all transferred chats. Our objective is to establish a more efficient method for tracking and quantifying these occurrences to better understand the volume of chats routed back to Support agents.
1 vote -
Automatically remove the data of the users on leave when creating a performance report.
Automatically remove the data of the users who are on leave when creating a performance report like calls they receive directly to their extension, call queue, or from transfer calls.
1 vote -
Add a Call Queue Extension Filter on Quality of Service
To easily specify what queue is experiencing poor and moderate calls rather than 1 by 1 checking the extensions and their respective call queues membership.
1 vote -
Enterprise Portal Level Analytics for all Accounts
Enterprise Portal Level Analytics covering all accounts listed at the enterprise level. This would stop having to visit each account individually for Super Admins/Enterprise Admins to create reports and dashboards.
1 vote -
Business Analytics - Dashboard access to groups
In Business Analytics - Dashboard can be shared to a group.
When the group membership changes (new member added, or member removed from group), currently this does not change the dashboard sharing/access.
The current workaround requires admin to redo each dashboard permissions with the updated group members. This is time consuming and creates rooms for errors.
If the dashboard is shared to a group, system must know who the current members are and apply permissions accordingly.
1 vote -
Business Analytics - Widgets with Queue Agents filter - Always show current agents
Currently, in Business Analytics, widgets such as KPI and Graphs can be configured to target specific "queue agents".
However, when new agents are added to the queue, the widget do not pick up new queue agents.
This results in admin having to reconfigure every single widget when queue agent membership changes, which is very time consuming and opens room for errors.
If the "queue agent" is selected and not specific agent checkboxes, the system should know to always scan all agent members of the queue at all time.
1 vote -
set date refreshed in hours instead of actual time
Customer requested to set the time under date refreshed to hours to avoid confusion in Perfomance reports
1 vote -
Option to delete sms log report
The company will be taken over by a different owner and would like to have the option to delete all SMS Log reports.
1 vote -
Terminology for some of the reporting needs to be updated.
The descriptions that RC uses are not the greatest and need to be changed. For instance, when it says "Refused," that would imply that the agent refused/declined the call, which is not typically the case. If they happened to "miss" a call because they stepped away without changing their status, then they were marked as refused, which isn't the case. Those calls should be marked as missed and not refused.
The same applies to the term abandoned as that would imply that the call hit the queue during business hours, and they hung before our team answered it. Calls should…
1 vote -
Centralized RingCentral Data Retention
Summary:
This feature request proposes the implementation of a centralized folder structure for RingCentral data retention. Currently, data such as call recordings and voicemail messages may be scattered across various locations within a user's account, making it difficult to manage and locate specific information.
Problem:
The current RingCentral data retention system lacks a central repository. Call recordings, voicemail messages, and potentially other data types are saved in separate folders or locations within a user's account. This fragmented approach poses challenges for users who need to:
Locate specific data: Sorting through multiple folders to find a particular call recording or voicemail…1 vote
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