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1063 results found

  1. Analytics data manually refresh or change frequency

    Currently the analytics data only refreshes every hour, it would be good to have a way to do this manually. Takes so long testing things when you have to wait an hour for it to refresh! Even just for admins or testing purposes (I'm aware that Live Reports does this, but I don't need that level of functionality all the time).

    10 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  2. Filter non-business hours out of RingCentral Analytics Portal reports

    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
    Implemented  ·  10 comments  ·  Other  ·  Admin →
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  3. Voicemail Peports

    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
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  4. Allow me to pull a list of all extensions for a site, including users, limited extensions, paging groups, call queues, IVRs, etc

    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
    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  5. User Status on Exported Performance Reports

    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
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  6. More detailed and accurate performance reports

    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…

    10 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  7. "Wrap up" status visibility

    An additional status “wrap-up” for queue management. Now the Engineer is seen available, although he can’t receive calls 5mins after previous call because of wrap up settings in queue management. It would be nice to have wrap up status set automatically so that the queue manager is able to see that they are in the "cool down" period. Also to have the ability to change this status manually to Available in less than 5 mins if needed.

    10 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  8. Live report Upgrade for more statuses and numbers to measure

    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.

    10 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  9. Retain Caller Name when Exporting an LOB Analytics Widget

    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
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  10. Reports/Analytics: Detailed Data on What Happened in a Call Journey (Call Queue)

    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…

    10 votes
    1 comment  ·  Other  ·  Admin →
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  11. Add column showing the user's MVP license analytics report

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

    10 votes
    1 comment  ·  Other  ·  Admin →
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  12. 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.

    9 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  13. Access Analytics Reports and Call Queue Admin without changing the role and permission

    Analytics Reporting access and Call queue admin access.

    Hello, we have two regular users who need access to Analytics Reporting in order to get reports for incoming calls to our main number and the Front Desk queue, also they need access to change settings for the Front Desks queue like automatic forwarding and member of that queue.

    Is there a way to give this access to those users without giving them more permissions than what they need?

    9 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  14. Report associating IVR data with transferring agent for post-call surveys

    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
    New  ·  0 comments  ·  Other  ·  Admin →
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  15. Fax Confirmation Page

    An option to download a "CONFIRMATION PAGE", that Is NOT just a simple email. A page where it tells you all the details of the fax, in a "typical" manner as most fax machines. An end user with access to the fax line should be able to generate a confirmation page, on request, as needed without having to submit a ticket or ask an admin to retrieve the logs.

    • When it was sent, date and time
    • Duration of the fax
    • Number dialed
    • Result
    • Pages sent - this is a metric that is currently not monitored from my experience. If I…
    9 votes
    New  ·  1 comment  ·  Other  ·  Admin →
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  16. Audible alerts for extended queue times or queue volume

    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
    1 comment  ·  Live Reports  ·  Admin →
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  17. If there is possibility to have separate option tab for caller who , missed calls Hang up ,missed calls Left voicemail, missed calls.

    If there is possibility to have separate option tab for caller who missed calls Hang up ,missed calls Left voicemail, missed calls. so they can easily filter that options in the admin portal.

    9 votes
    0 comments  ·  Live Reports  ·  Admin →
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  18. Analytics Report to display number of calls of phone numbers on the account

    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).

    9 votes
    Under Review  ·  0 comments  ·  Subscriptions  ·  Admin →
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  19. Agent Analytics: Log Agent Queue Uptime

    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

    9 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  20. CALL LOGS: INTERNATIONAL CALLING VISIBILITY

    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
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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