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  1. 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.

    6 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  2. My call center manager wants to see monthly trends by hour to help him with staffing.

    6 votes

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  3. Live call count dashboards for users, maybe on HUB. When employees have call counts they have to meet daily they really need to able to see their own live metrics.

    6 votes

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  4. A user is wondering if there is a way to include in the call logs details Call ID (not caller ID) or Number sequence for a call queue report. By this means we can group a call result according to the call ID number without being mixed with the other call result. e.g.TypeFromToCall IDCall SequenceExtinbound888898459188812345621471101inbound888898459188812345621472102

    6 votes

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  5. Out clients require the Service level definitions on the phone reports. Right now we have to pull to Excel and manually add to every report we pull for them. We need the SL Definitions to auto pull the configured data to Excel AND the Pdf version. I have attached an example of what our old phone system report looked like. the information auto pulled through.

    6 votes

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  6. When the customer downloads the audit trail via the portal, the date format appears as Month/Day/Year. However, the customer prefers it to be in the Australian format, which is Day/Month/Year. Interestingly, the audit trail displays the correct Australian date format while viewing it, but the format changes when downloaded.

    6 votes

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  7. provide under analytics the ability to print a report of all phone numbers that called in and participated on a conference call.

    6 votes

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  8. If a call got routed over to a call queue and missed by the initial member in a sequential call pattern and got answered by the 2nd user, missed call is being logged by the system. it is confusing customers on how many calls were really missed on that call queue.

    6 votes

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  9. Can you please disable session timeouts on our account? We need to keep Live Reports active for a office screen. After a few hours (maybe 24) the address https://analytics.ringcentral.com/ goes to the authorize screen. I currently have session time maxed to 24 hours. Please help otherwise our Live Reports license is useless to us and its not cheap.

    6 votes

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  10. If I want to share analytics I have to take screen shots. I would like to be able to download the data to share.

    6 votes

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  11. I noticed that there is an option on the analytics page wherein there is a count and percentage of Missed calls but it's only with voicemails, I'd like to have a metric that includes missed calls for those that didn't leave a voicemail or "Refused calls", especially for those inbound calls.

    6 votes

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  12. Have the analytics tool pull location information from nomadic 911 IP location data. That way the information doesn't need to be loaded into both 911 and analytics.

    6 votes

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  13. 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…

    5 votes

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  14. I like that Call Queues have the option to Interrupt Audio with an Interrupt message. It would be nice to take that one step further and utilize it as a mini-IVR menu.

    I want to use the Interrupt Audio to let the person on hold know they can Press 1 (or whatever button) to go directly to that queue's voicemail and configure a button press to work in that manner.

    The current IVR configuration doesn't have what we need to utilize it for Queue purposes, and the Call Queues don't have configuration settings we like from the IVR menu.

    5 votes

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  15. 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…

    5 votes

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    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  16. Good for Customer Service managers to see how long someone has been avaialable, on break, or not logged in. Live timing.

    5 votes

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  17. When accessing the Performance Report in Call tab, no option to sort or filter for missed and answered calls. It will only show or provide the result of both answered and missed calls. Suggest to add an option to sort the type of calls for more efficient and friendly way of getting data in Performance Report Call tab.

    5 votes

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  18. on call waiting a person can be put on hold and answer another call.

    5 votes

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  19. Important to know when faxes fail to send. I don't need to know about all of the successfully sent faxes, just the ones that don't reach their destinations.

    5 votes

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  20. The agent is currently on a call with a customer and needs to add another person to verify some data. To do this, the agent will put the first call on hold, make a call to the additional person, and then press the "merge" button to create a three-way conference call. However, it's important to note that when the conference call is initiated, the call recording will stop and we won't be able to hear the entire conversation. Since we rely on these recordings for quality assurance and performance measures, it's crucial to capture the entire conversation, even during a…

    5 votes

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