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1030 results found

  1. More robust user compliance reports

    Currently I'm using RC analytics concatenating and parsing the message, video and phone downloaded .csv reports of folks who have never made a call, text or video call and it's not elegant.In order to push user compliance within our company, we would like a report of those who have yet to change their password and/or download the app and/or have yet to make one phone/text or video call.

    14 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  2. RingCentral Analytics Company Numbers - Please include a column indicating what the number is assigned to

    We have so many sites and telephone numbers, it is impossible to remember what they are assigned to. So it would be very useful if the company numbers report included a column that indicated what the public telephone number is assigned to e.g. the RingCentral Site.

    14 votes
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  3. different export file formats for the same report gives different data - what shouldn't be

    If we download a performance report in Excel format there is the Session ID in first column but as we have a huge amount of call data (i.E. for month or quarter), the CSV format is the only way we can handle that. But here is where things got worse: if downloading the same report as CSV, the session-ID is missing. It would be very nice if the same report gives the same data regardles which file format you choose. This is a bit annoying. There was also a Case open to this with the reaction: "Thank you for your…

    14 votes
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  4. ability to check audit trail for more than 180 days

    Customer would appreciate if admin portal has an ability to store data in audit trail for more than 180 days for tracking purposes

    13 votes
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  5. 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.

    13 votes
    Future Consideration  ·  1 comment  ·  Other  ·  Admin →
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  6. Agent Activity Report

    Agent reporting of their accessibility and availability to answer calls, i.e. Agent A was available and accepting queue calls from 9a-12p EST & from 1p-6p, they were available but not accepting queue calls. The live agent report is helpful, but having a retrospective could help determine why missed calls occurred and help pinpoint tech issues when multiple VoIP services are being used congruently.

    13 votes
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  7. Increase length of time reports are saved

    All reports go back only 90days. At times we need to pull a full year or 6 months of data. It would be conducive to our business to gather data through reporting

    13 votes
    Planned  ·  0 comments  ·  Other  ·  Admin →
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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…

    13 votes
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  9. Calculate Ring Time, Hold Time, Live Talk Time from Call Log data

    Ability to calculate the ring time, hold time, and live talk time from the call log. I'm trying to analyze individual calls and need help finding a reliable way to determine what the ring time and live talk time is from the call log data.

    12 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  10. Add physical addresses to reports as a tab

    When a large account with multiple office locations or remote workers, there is no report that would allow us to provide the address for all customers if entered. Our reports can filter by "ship to address" but if the user has a softphone or a BYOD device this field is blank. This would help our teams perform a multitude of internal audits with this option.

    12 votes
    1 comment  ·  Accessibility  ·  Admin →
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  11. 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.

    12 votes
    0 comments  ·  Live Reports  ·  Admin →
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  12. Super Admin should be able to access voicemail recordings using the Call log report

    Super Admin should be able to access voicemail recordings using the Call log report

    12 votes
    0 comments  ·  Accessibility  ·  Admin →
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  13. Have the option to switch access for Analytics reports for call queue managers and normal members

    At the moment there is a limitation that locks the performance reports view of a member to only see the call queue they are the manager of and will not allow them to see other call queues or users. You can only see them all if the user was removed as a manager of the call queue. It would be best to have a switch that allows them to have the capabilities to switch between the 2 or atleast the super admin would have the option to allow them to see either one through the portal roles and permissions.

    12 votes
    1 comment  ·  Other  ·  Admin →
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  14. RingCentral Analytics: Filtering for a specific external numbers in the calls report would be useful

    Calls to external numbers that may be set in a forwarding rule are presently only captured in the Queue Performance Reports. However it would be great to also include these in the Calls Performance Reports so that we can filter on these.See support case #13330306 for more details.

    12 votes
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  15. Report on users time in queue

    As an agency with multiple programs and queues, we need to be able to see when our staff are in the call queue and when they aren't easily, without having to go through the audit trail. We would love to be able to generate a report on each user and when they sign in and out of queue and the total duration they were in queue for the day.

    12 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  16. Generate Report based on Caller ID Number

    We would like to have a report wherein we could get the total number of calls based on the Caller ID number used.

    12 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  17. Ability to Change Time Format in RingCX CSV Reports from Seconds to HH:MM:S

    When downloading a report in CSV format, there should be an option to change the time format from seconds to hours:minutes:seconds (hh:mm:ss).

    11 votes
    New  ·  4 comments  ·  Live Reports  ·  Admin →
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  18. Remove abandoned calls where someone hangs up at 8 sec or less

    Want to have abandoned calls removed from report - any calls where someone hangs up at 8 sec or less prior to answer

    11 votes
    New  ·  4 comments  ·  Live Reports  ·  Admin →
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  19. Audit Trail Scheduled Reporting

    Customers should have the option to run a scheduled report on the information provided by the Audit Trail instead of having to manually filter options and download them each time.

    11 votes
    New  ·  1 comment  ·  Subscriptions  ·  Admin →
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  20. Live Queue Agent Monitoring

    RingCentral really should create a dashboard like this one (see attached) which would show the last time a call was taken by each agent.

    11 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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