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  1. 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.

    10 votes

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    Implemented  ·  10 comments  ·  Other  ·  Admin →
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  2. To add voicemail report in MVP Multi-Site.By this, the admin can view a report that shows the number of unanswered voicemails on a daily basis. This would help corporate teams and individual owners ensure that they are checking voicemail messages.It is best that admin will have visibility into how many voicemails each location is getting and how many are being listened to.

    10 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  3. Allow me to pull a list of all extensions for a site, including users, limited extensions, paging groups, call queues, IVRs, etcThis would be great. We have several hundred sites and site managers are constantly asking for their extension lists.

    10 votes

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    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  4. 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.

    10 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  5. Need ability to drill down a report in Business Analytics by Site and then Department. This would allow us to compare departments of the same type in different sites. Example, we want to see outbound call activity for our sales departments across our 9 sites. Currently, you can only see a report with all sites, all departments or just one department. Please help!

    10 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  6. As it stands currently, when downloading an LOB Analytics widget or a full dashboard as an excel spreadsheet, the Caller Name, which is displayed in the dashboard widget is being omitted from the spreadsheet. This makes the report significantly less useful, can we please make it possible to not omit those names so that they display in the spreadsheet? This would be a huge improvement.

    10 votes

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  7. would like to be able to filter reports for users that have MVP licenses only.

    10 votes

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    1 comment  ·  Other  ·  Admin →
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  8. 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.

    9 votes

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    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  9. Customer would appreciate if admin portal has an ability to store data in audit trail for more than 180 days for tracking purposes

    9 votes

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    New  ·  1 comment  ·  Other  ·  Admin →
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  10. Requesting to have a settings to run and export a report for user login, usage and activities on their RingCentral app.

    9 votes

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    New  ·  2 comments  ·  Live Reports  ·  Admin →
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  11. Requesting a feature that would allow us to associate IVR survey data with the agent who transferred the call to the IVR post-call survey. This enhancement would involve including a new field that captures and displays the name of the transferring agent alongside the corresponding IVR survey results.

    9 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  12. Call queue calls routed to play announcement during after hours should not be tagged as abandoned calls

    9 votes

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    New  ·  1 comment  ·  Other  ·  Admin →
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  13. Enable the addition of audible alerts to notify staff of multiple pending calls in the queue, or if a person has has an extended wait time in the queue. This will be helpful as it alerts individuals who may not normally operate in that queue to log in and decompress holding call volume.

    9 votes

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    1 comment  ·  Live Reports  ·  Admin →
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  14. Call queue abandonned calls: to be able to report specifically on the source (calling numbers). For each specific calling number, show:
    - how many times this number called the call queue
    - how many times they hung up while in the call queue or while the agent phones were ringing
    - CRUCIALLY (this is the most important part , DID ANY AGENT IN THE CALL QUEUE EVER CALL THEM BACK?

    9 votes

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    0 comments  ·  LOB  ·  Admin →
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  15. Super Admin should be able to access voicemail recordings using the Call log report

    9 votes

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  16. It would be awesome to have the ability to share performance reports and subscriptions with other admins on your RC account. Setting up these reports for various business units and maintaining changes is difficult when only the admin creating the reports can view and edit them.

    9 votes

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    2 comments  ·  Other  ·  Admin →
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  17. Please add additional filter / tickbox in PORTAL's CALL LOGS > DETAILED for LOCAL and INTERNATIONAL calls aside from just inbound and outbound - so they can sort outgoing international and determine the total minutes consumed for their reporting to upper management.

    9 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  18. There discrepancy between performance reports queue and users queue
    There are some that is matching on for the answered calls and the total calls if we add the number of transfer but there are some that the number of the answered calls versus the number on the total calls under the user on the same queue is less.
    If we have a visibility to see the reason of the answered calls vs the total calls on the call queue user tab on analytics it will be beneficial for the customers that is managing the calls that is going to the…

    9 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  19. Need to be able to see in call queue dashboard if agent is on outbound or inbound call. Currently can only see if agent is on a current call but not if it is outbound or inbound.

    9 votes

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  20. 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.

    9 votes

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