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973 results found

  1. 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…

    8 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  2. 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.

    8 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  3. Allow Import/Export of Analytics Live Reports Dashboards or Assign View Permission Per Dashboard.

    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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  4. 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.

    8 votes
    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  5. Table on the performance reports should be filtered when selecting site

    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
    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  6. Call Report that will show reason it was declined

    Call Report that will show reason it was declined

    8 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  7. 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?

    7 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  8. Billing Dashboard

    The new billing portal has demonstrated enhancements but I still feel it's lacking in functionality that most business owners would want to see more of.

    • trend management, especially with a contact center instance, I find it difficult to see the invoices over time and compare them month to month. Why isn't there a dashboard that can demonstrate this graphically, leveraging the filters you have there now as toggles?

    • Export/Download, currently this exists on an invoice by invoice basis which is fine; however, I imagine many of us would like the ability to export the billing list as its represented in…

    7 votes
    Implemented  ·  1 comment  ·  Live Reports  ·  Admin →
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  9. 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.

    7 votes
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  10. 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.

    7 votes
    New  ·  0 comments  ·  Alerts  ·  Admin →
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  11. 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…
    7 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  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.

    7 votes
    New  ·  0 comments  ·  LOB  ·  Admin →
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  13. Performance report refresh rate

    There doesn't appear to be a way to set the performance report data to refresh more often than every hour

    7 votes
    Under Review  ·  0 comments  ·  Live Reports  ·  Admin →
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  14. 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.

    7 votes
    Planned  ·  0 comments  ·  Other  ·  Admin →
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  15. Call Logs Reports Account Identifier

    Please include to the call logs email report the account where that specific report/email was sent from, espcially if they are handling multiple accounts and receiving email from the call logs reports daily so they easy know which account call report they recieved.

    7 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  16. Stratify First-time Callers from Repeat Callers

    It would be helpful to be able to breakdown total calls between repeat callers and first-time callers in order to better determine conversion rate of new callers to sales.

    7 votes
    Future Consideration  ·  1 comment  ·  Other  ·  Admin →
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  17. Call Log for Conference Calls (Voice and Video)

    Audit tracking of who connected to audio or video conference call

    7 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  18. Need Unique inbound call analytics on the analytics graphs

    It would be nice to have a column showing how many unique inbound calls came in on a call que and answered by a user.

    7 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  19. Add Speed of Answer to Performance Reports for Calls

    We want to be able to calculate our service level (for example, we answer 90% of calls within 20 seconds) based on a certain time frame. To be able to do that, we need to see the time the call is answered or the speed of answer for each individual call. This will just need to be added as a column to the Call Performance Report as a column we can add and export.There is already a service level widget on the Analytics report and an average speed of answer for the users so the data is being captured, but…

    7 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  20. All SMS from RC (including voicemail notifications) should be included in a log.

    All SMS from RC (including voicemail notifications) should be included in a log. This was we can search as an admin for particuar numbers to ensure they are no longer receiving VMs.

    7 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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