Skip to content
← RingCentral Ideas

Analytics & Reporting

Analytics & Reporting

Categories

JUMP TO ANOTHER FORUM

(thinking…)

How can we improve RingCentral?

(thinking…)

Enter your idea and we'll search to see if someone has already suggested it.

If a similar idea already exists, you can support and comment on it.

If it doesn't exist, you can post your idea so others can support it.

Enter your idea and we'll search to see if someone has already suggested it.

  • Hot ideas
  • Top ideas
  • New ideas
  • My feedback

1032 results found

  1. 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 →
    How important is this to you?

  2. 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 →
    How important is this to you?

  3. Abandoned Call queue Rate

    Call queue calls routed to play announcement during after hours should not be tagged as abandoned calls

    9 votes
    New  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?

  4. 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 →
    How important is this to you?

  5. 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 →
    How important is this to you?

  6. 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 →
    How important is this to you?

  7. reporting on missed call queue calls

    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
    0 comments  ·  LOB  ·  Admin →
    How important is this to you?

  8. 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 →
    How important is this to you?

  9. 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 →
    How important is this to you?

  10. Hourly Report on Analytics

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

    9 votes
    Planned  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  11. Report Info in Body of Email not Attachment

    Hello,It would be great to a report that goes into the body of the email rather than a pdf or excel. That way when you open the email the report is right there. The pdf is a little clunky on mobile to view since it's always a 2 page landscape view.It can be very simple: Name - Total Calls - Handle TimeThen the pdf can be attached for more detailed information.Thank you!

    9 votes
    Under Review  ·  2 comments  ·  Other  ·  Admin →
    How important is this to you?

  12. Agent State Log in Analytics Live Report

    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.

    9 votes
    Under Review  ·  2 comments  ·  Other  ·  Admin →
    How important is this to you?

  13. Call progress diagnostics (tracking log of caller keypresses)

    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…

    9 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  14. Live reporting: Able to see if agent is currently on outbound or inbound call

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

  15. Ability to check possible reason why calls are getting dropped

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

    9 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  16. 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?

    8 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
    How important is this to you?

  17. Email alerts from https://status.cloudoffice.avaya.com/ or https://status.ringcentral.com/

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

  18. Analytics alert when the number of calls exceed threshold

    looking at the Alerts section in the Analytics portion of the portal to configuring an alert
    when a specific call threshold is exceeded

    we need to be able to configure email alerts that get triggered when the number of calls in x minutes exceed a specific threshold, for instance during a potential voice-based attack, you could be getting 10-15 calls in 2 minutes on a specific number or extension.

    8 votes
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  19. Performance Report for Business Hours by week

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

  20. 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.

    8 votes
    New  ·  0 comments  ·  LOB  ·  Admin →
    How important is this to you?
1 2 … 5 7 9 … 51 52
  • Don't see your idea?