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946 results found

  1. Customer wanted to be able to check the reason why calls are getting dropped.

    9 votes

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  2. To have a detailed call journey report on call queue calls wherein it shows the current status of the call queue members while the call is waiting in the queue. To also show if the pending caller on the call queue during that time has been transferred to the overflow call queue if a) already the 6th caller if the number of callers allowed in queue is 5; b) Reached the maximum wait time; c) No call queue members available during that duration. Can be added to the call details when clicked on Performance Report > Calls. Or it should…

    9 votes

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  3. There was a recent big outage that affect both Avaya Cloud Office and RingCentral customers. In that outage a lot of calls had to be fielded that were reporting the same issues. The above links show us the status of the service upon visiting, but it would also be nice to be alerted in close to real-time or real-time of those types of service disruptions for either platform via an email. As a business partner this would be nice to know so as to alert our customers of the outage in advance prior to them having to call in and…

    8 votes

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  4. 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).

    8 votes

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    New  ·  4 comments  ·  Live Reports  ·  Admin →
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  5. Want to have abandoned calls removed from report - any calls where someone hangs up at 8 sec or less prior to answer

    8 votes

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    New  ·  3 comments  ·  Live Reports  ·  Admin →
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  6. we should be able to run performance reports by the week or by the month that "exclude" calls outside of business hours so you can truly report on calls that are received and handled within normal business hours vs all hours of the day. You can do this one day at a time but when trying to compile data over period of time, week, month quarter etc, would be nice to filter to include only calls received between this hour to that hour

    8 votes

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    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  7. I would like to be able to pull history reports for everyone's faxes for the last year and see if they included a cover letter, who it was sent to, and time in a detailed report.

    8 votes

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  8. Customer would like to have a report of how many inbound and outbound calls were made to and from each phone number on the account. The report should also have the ability to be emailed on a schedule (daily/weekly/monthly).

    8 votes

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  9. Show how many hours an agent was Active in the queue. It would be fantastic if we could actually set their individual hours somewhere so that I didn't have to do math / search on only those specific time frames but if it was simply "Amt of Hours was Agent X was Active in the Queue" that would be fine

    8 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  10. customer wants to have an option to generate automatic hourly call productivity report

    8 votes

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    Planned  ·  0 comments  ·  Other  ·  Admin →
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  11. Report showing when voicemails are received and outbound calls to the same number that left the voicemail. This would be a very helpful tool in managing employee response to voicemails.

    8 votes

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  12. as per user i'd like to request that there be an option for a call queue manager to run analytics on their call queue. to me that seems sensible.

    8 votes

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    Implemented  ·  3 comments  ·  Other  ·  Admin →
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  13. We have a report showing how many missed calls happened in a set time period. I'd like to identify how many unique customers this likely was. If we know that the same number called 8 times in five minutes and we couldn't answer that was one missed customer. If we had 8 different numbers missed in five minutes we've missed eight customers. It would be helpful to identify that.

    8 votes

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    Under Review  ·  3 comments  ·  Other  ·  Admin →
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  14. When a caller dials a number that is setup with a menu system, a key should be selected from the key board to proceed further. The selection the caller makes could an important call stat. As an example, if you have a menu system that has different key selections for new clients and existing clients, the numbers of calls that selected each menu option would be a good call stat. Hence I would like to request RingCentral to consider this as a new idea. Many thanks!

    8 votes

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  15. It would be very helpful if we add Agent State Log in Analytics Live Report. Currently, the customer has the option to see the "Status" Column within the Agent Details Widget but that only shows if the agent is available or unavailable but not the Agent status which shows how long an agent has been in a status.

    8 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  16. Our prior system (8x8) had a wonderful diagnostic tool whereby any inbound call could be tracked in a timeline showing every keypress the caller made, along with durations between keypresses and duration of whatever state they were in (for example, how long on hold). This timeline shows every scrap of data for the entire call from inbound ring to hang up. I have had to use this feature many times to address caller complaints of system functionality and more often than not, this was my only evidence to show the caller had misused the system or chose incorrect or inactive…

    8 votes

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  17. Total talk time is not an option to table Widget of Business Analytics. Ability to have total calls and total talk time for columns when creating table widget in business analytics.

    8 votes

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  18. In the Live Reports interface, I can create a Public dashboard for anyone to view, or a private dashboard for only me. When creating the dashboards, I know exactly which queues to include, which sites, users, etc. The person who needs to view these dashboards would struggle to create it; and I don't want them having to sift through a list of 100+ public dashboards to find the one I'd created for them.I should be able to craft a private dashboard, export that dashboard to a file and send it to who needs it. They could then import that dashboard…

    8 votes

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  19. Customer would like to have an option to view the numbers of abandoned calls from analytics report.

    8 votes

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    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  20. Currently, on the page "performance reports > users" when I select a site, only the graphic is updated. the table below still list all the call queues and users.This the view with no filter in the attached file : (Page no filter.png)This the view with a site filter applied : the table below the graphic is the same (page with site filter.png)When filtering the data on this page, the whole page should be filtered : both the graphics AND the table below.

    8 votes

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    Implemented  ·  0 comments  ·  Other  ·  Admin →
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