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1063 results found

  1. Download Adoption & Usage page as a PDF

    I need to download the Download Adoption & Usage page as PDF. The performance report is no way near in depth as the Adoption & Usage page.

    8 votes
    Under Review  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  2. 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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  3. Missed call % factoring in calls even when on DND, would like that to be taken out of consideration on Performance Reports

    My company is really trying to dig into and monitor track our employees missed call percentage. So i have been pulling performance reports that have the "% Missed (w/VM)" stat HOWEVER we are noticing this stat is even docking the employee when their phone is on DND (do not disturb). If an employee is on DND say having a day off or on an important conference call or in a training, then we do not want to have those calls count against them. We are only trying to track when they truly were available but missed the call because they…

    8 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  4. 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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  5. 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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  6. 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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  7. Include a way to analyze Common Area phone activity

    We have many 3rd party conferencing systems set up to register to RingCentral for telephony. Without analytics for these phones appearing in Ringcentral, I cannot even tell how much they are being used without manually pulling reports from each individual device.

    8 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  8. Number in Use Report

    Currently we have access to the Company Numbers report. We need that same format to reflect All numbers assigned to our account (both in use and in inventory).

    8 votes
    Needs More Information  ·  0 comments  ·  Other  ·  Admin →
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  9. 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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  10. 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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  11. N/A Call Scoring

    Some calls that do not fit the criteria to display an N/A call score marking are still marked with an N/A overall call score.

    Sometimes we do not recieve data for certain legs of the call, which results in the N/A call scoring.
    Customers would still like to easily filter these calls based on the legs that we DO have data for.

    Suggest that in any non true N/A call scoring, we ignore legs of the call where appropriate data was not collected and provide a Good/Moderate/Poor indication based on the legs of the call that we do have applicable…

    7 votes
    New  ·  0 comments  ·  QOS  ·  Admin →
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  12. Analytics

    In the Analytics Report in Service Web, if customers are using the FREE Video Pro license, those licenses show in the Adoption & Usage Report. It skews the number of paid for license percentages of what their actual entitlements are. It would be good to have the Product Team break out the Free Video Pro Licenses to their own category so that it does not skew the adoption metrics on what the customer is paying for.

    7 votes
    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  13. User List Incoming Call Set up Report

    Admin should have a way to see how each of the user extension incoming call settings was set up via report or downloading the user's list.

    Since we have accounts that would like to be able to see via list or report if any of their agents added a call forwarding to their user extension. This will provide admins better control when it comes to monitoring how their agents are manipulating their user extension incoming call settings.

    This report should show the admin if the user extension uses call forwarding, custom rules, and even a mobile phone that was added…

    7 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  14. 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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  15. Include the graph when downloading company number's in pdf file

    It would be better to include the line graph from the Company numbers report when downloading/exporting the report via pdf file

    7 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  16. Merging call Auto Recording on Transfer and Conference calls

    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…

    7 votes
    1 comment  ·  Subscriptions  ·  Admin →
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  17. 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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  18. Call Log - Outbound Call Recording Filter (be able to filter and select multiple users at a time)

    Bridgepoint is working with multiple Maverick Fitness locations and it would be very helpful to be able to filter in the call log for outbound recorded calls on multiple users (that are in a queue, and multiple sites). Discussing with partner and walking through the filter options, we are only able to pick one agent or user in the queue at a time to view and listen to their recorded outbound calls.

    7 votes
    Under Review  ·  1 comment  ·  Accessibility  ·  Admin →
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  19. Outbound Call being identified as connected or missed.

    Currently there is now way to identify if outbound calls are connected to a customer or missed. And since the call length of some calls that are going to voicemail are over 1 minute, it is impossible to filter out all outbound calls that go to voicemail. If there was a signifier such as the missed/answered identifier on inbound calls, it would be very helpful analytical purposes instead of guessing if a short call was connected or went to voicemail.

    7 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  20. 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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