1350 results found

1. 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

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Live Reports  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

2. 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

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   1 comment  ·  Live Reports  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

3. Park Call to Direct Extension

   The customer has an idea of being able to call a park to a specific extension.

   19 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   25 comments  ·  Other  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

4. 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

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Future Consideration  ·  1 comment  ·  Other  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

5. Some calls are being tagged as abandoned in the call analytics, but they were actually answered by a member of the call queue.

   Issue: Incorrect call results in LOB analytics

   Behavior: some calls are being tagged as abandoned in the call analytics, but they were actually answered by a member of the call queue.

   Step to Reproduce:
   Login to UID:6304540258
   Click Reports
   Choose Analytics
   Go to Performance Report

   Additional Info:
   Informed customer for feature request
   Submit Idea on ideas.ringcentral.com
   Feature Request: CUSTCOM-I-7751 (Edited)

   19 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Under Review  ·  4 comments  ·  Live Reports  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

6. Analytics - Destination of Call (Export w/existing Spreadsheet)

   Hello,Recently a customer noticed that the Analytics portal GUI offers the ability to see the call destination of an Inbound call (see example screenshot). Our customer would like to see this destination show in the report (excel) that is available to download from this GUI.

   19 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Under Review  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

7. Permission to see specific users in the performance report

   I would like to have a way for specific users to have access to the performance report in analytics, but to be able to choose which users/user groups/ departments they would be able to see. I don't want them to have access to the whole companies performance report.

   19 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   2 comments  ·  Other  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

8. Agent SOA (speed of answer) buckets

   Allow the ability to put Agent SOA into buckets to measure the number of rings an agent answers a call rather than relying on the average. I can create this report, but I need to export and manipulate the data.

   18 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  1 comment  ·  Other  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

9. Ability to search for a call by number - either incoming or outgoing

   When a client states "I tried to call but no one answered" I would like to be able to search for their number to see that they actually called our number.

   18 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   1 comment  ·  Accessibility  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

10. Performance report for 12 months (YTD)

    Hello Ringcentral Team,we would like to submit a request to implement a report on calls received YTD.This data is crucial for our call center.Thank you!

    18 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

11. Add Analytics Tab to Track Agent App Usage (RC App vs RC Phone)

    Request to enhance Analytics by adding a dedicated tab that displays which specific application agents are using. The view should clearly differentiate between RC App and RC Phone and allow filtering by individual agents or groups of agents.

    17 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Adoption & Usage  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

12. QoS for VIDEO is no longer drilling down correctly

    Within the Analytics Portal, you can't drill down to filter 'bad' video meetings anymore like you can with phone calls.

    The Problem
    When you're in the Quality of Service (QoS) overview section and select Video, you see the quality monitor ring chart. If you click on a red segment of this chart, you expect it to filter the list of video meetings to show only the ones with poor quality. This function works for phone calls but not for video meetings. It used to work for video meetings, too.

    Steps to Reproduce
    Log in to the Analytics Portal as an administrator.

    Go to Quality of Service (QoS) from the menu.

    On the Overview page, select Video.

    Choose a wide date range, for example, the last month.

    Try clicking on any red segment of the quality monitor ring chart. The graph does not drill down or filter the meeting list.

    Repeat the steps, but this time, select Phone. The chart correctly filters the list of calls to show only the bad ones.

    Why This Matters
    This feature is critical for troubleshooting video meeting quality issues. Without the ability to drill down, you have to manually search through all video meetings to find the ones with quality issues. This makes the QoS report for video meetings less useful and wastes time when trying to fix problems. The user experience is inconsistent compared to the phone QoS report.

    The official response that this is "working as designed" and that "hover clicks are not available" is problematic. The fact that this function previously worked for video and still works for phone calls suggests that the current behavior is a regression or a poor design choice. Users need this drill-down capability to effectively monitor and troubleshoot video performance. This change makes the analytics less functional for a core use case.

    Within the Analytics Portal, you can't drill down to filter 'bad' video meetings anymore like you can with phone calls.

    The Problem
    When you're in the Quality of Service (QoS) overview section and select Video, you see the quality monitor ring chart. If you click on a red segment of this chart, you expect it to filter the list of video meetings to show only the ones with poor quality. This function works for phone calls but not for video meetings. It used to work for video meetings, too.

    Steps to Reproduce
    Log in to the Analytics Portal as an… more

    17 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  QOS  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

13. Ability to see Forwarded Calls in Performance Reports

    Today in Live Reports we see how many calls were "Forwarded" in the dashboard. However this option is not available in Performance Reports. Everything gets bundled into Abandoned Calls which does not reflect the true status of a call. This does not allow us to determine good vs. bad calls from the abandoned section.

    17 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

14. Performance Reports for Message-Only Extensions

    Include Message-Only Extensions in performance reports for analytics.

    17 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Live Reports  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

15. User administrative and compliance reporting

    Please add the ability to report on user profiles (ideally that could be scheduled), for example:

    1. Once a month, automatically receive a report of every user in the Sales department
    2. Once a month, automatically receive a report of any user with blank Emergency Response Location, or one set to a particular address
    3. Once a month, automatically receive a report of all admins, super admins, etc.

    In general, we should be able to report on any field available within the user profiles - "give me a report of everyone within these groups", "give me a report of everyone with a physical phone", "a report of a disabled users", "anyone in this role, site, or with automatic call recording enabled".

    Please add the ability to report on user profiles (ideally that could be scheduled), for example:

    1. Once a month, automatically receive a report of every user in the Sales department
    2. Once a month, automatically receive a report of any user with blank Emergency Response Location, or one set to a particular address
    3. Once a month, automatically receive a report of all admins, super admins, etc.

    In general, we should be able to report on any field available within the user profiles - "give me a report of everyone within these groups", "give me a report of everyone with a physical… more

    17 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

16. Report Tool for AI Notes

    To have a weekly or monthly reporting or collation of AI notes for calls on the said duration. Can be included on the Reports/Analytics or can be on AI tab itself.

    17 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  4 comments  ·  Other  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

17. Alert Ownership

    Allow Alert ownership to be transferable to another extension or Super Admin extension.

    17 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Alerts  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

18. Total time of outbound calls including calls that were answered and the calls that were missed or went to voicemail are combined/calculated.

    We wanna have a filter/KPI on analytics performance report to show the total handle time of outbound calls wherein the the total time of the calls that were answered and the calls that were missed or went to voicemail including the ringing part are combined/calculated.

    17 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  1 comment  ·  LOB  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

19. Hourly Report on Analytics

    customer wants to have an option to generate automatic hourly call productivity report

    17 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Planned  ·  1 comment  ·  Other  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

20. 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

    17 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating