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973 results found

  1. 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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  2. 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 →
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  3. 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.

    9 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  4. 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 →
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  5. 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…

    9 votes
    0 comments  ·  Other  ·  Admin →
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  6. DND Total Time

    Performance Reports should include total DND time for the time frame you're viewing. For example, if we're looking at monthly calls and see a user has had less queue (hunt group) calls than others I want to see how often they were on DND to see if it was overused to avoid calls.

    8 votes
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  7. 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 →
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  8. 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 →
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  9. Daily Filter in Dashboards

    When using Business Analytics and filtering by "daily" it is not clear that this is the sum of the whole day, even if you are looking at other data, such as minimum, maximum or average. If you are looking at one day and one day only, the Average if filtered by daily will show the same data as sum. This is the same with Minimum and Maximum. However, if you filter by more than one day,the information does appear to show different averages, but is still based on the whole "days" call and not the average of the daily calls.

    …

    8 votes
    1 comment  ·  Accessibility  ·  Admin →
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  10. Fax Reporting

    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
    0 comments  ·  Live Reports  ·  Admin →
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  11. 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.

    8 votes
    0 comments  ·  Live Reports  ·  Admin →
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  12. 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).

    8 votes
    Under Review  ·  0 comments  ·  Subscriptions  ·  Admin →
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  13. 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

    8 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  14. Hourly Report on Analytics

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

    8 votes
    Planned  ·  0 comments  ·  Other  ·  Admin →
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  15. Voicemail reporting

    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
    Future Consideration  ·  1 comment  ·  Other  ·  Admin →
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  16. Analytics for Call Queue Manager

    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
    Implemented  ·  3 comments  ·  Other  ·  Admin →
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  17. Report to identify how many unique callers were answered or missed in a day.

    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
    Under Review  ·  3 comments  ·  Other  ·  Admin →
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  18. Call logs to multiple email addresses

    Currently, under analytics, we can only send reports to 1 email address. It would be very useful for myself, as the Information Systems Director and my IT Manager to both be able to receive those reports.

    8 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  19. Capturing key press selections when calls are routed to an IVR ( menu system )

    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
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  20. 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.

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