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1063 results found

  1. 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.

    9 votes
    Implemented  ·  3 comments  ·  Other  ·  Admin →
    How important is this to you?

  2. 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?

  3. users login/logout audit

    How do I get a audit report for
    - login/logout times
    - desktop / mobile app

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

  4. 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?

  5. 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?

  6. Total talk time is not an option to table Widget of Business Analytics

    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.

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

  7. Determine the phone numbers from Abandoned calls from Analytics Report

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

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

  8. 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?

  9. 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?

  10. 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 →
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  11. Disable declined invitation notification on guest user

    Getting a lot user getting email declined user sign up when they are not signing to anything and not using that to ringcentral. there should be an option to disable declined invitation notification on guest user.

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

  12. 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?

  13. Tracking Idle Time

    In live reports it would be helpful to see the amount of idle time between phone calls.

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

  14. 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 →
    How important is this to you?

  15. 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 →
    How important is this to you?

  16. Adoption and Usage

    Need to be more accurate in terms of call logs reporting . The report does not match the number of call sessions under Adoption and usage versus the call log reports. Need to have a setting where we can select the time in the date range to filter the data

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

  17. [ANALYTICS] Restricted view on specific sites

    Hello,It would be nice to get the possilibity to give access to analytics to users, but viewing only some sites, and not the complete view of the RC Infrastructure.IE : A World Wide Company - Give access to the stats of French sites for the French Manager.

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

  18. Grant access to super admins to view active subscriptions for our end users

    Grant access to super admins to view active subscriptions for our end users Essential.

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

  19. 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 →
    How important is this to you?

  20. A report that shows the daily call trends by the hour for an entire month.

    My call center manager wants to see monthly trends by hour to help him with staffing.

    8 votes
    Under Review  ·  3 comments  ·  Adoption & Usage  ·  Admin →
    How important is this to you?
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