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973 results found

  1. Measure of occupancy as a percentage

    When selecting a user on the Audit section on reporting, we are able to view change of status' and log in times. For our app it shows "Accept all calls", "Do not accept any calls" and "Do not accept queue calls". From here we should be able to see the amount of time once logged in that a person was set at these certain status' too. Would be great in enabling us to measure occupancy

    7 votes
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  2. Forwarded To Numbers as trackable data in analytics and call logs

    Right now the only way to see the times a number is forwarded out to an external number from my support queue is to download an excel document of all calls and then try to filter the data manually.

    7 votes
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  3. Ability to change analytics time zone as needed

    Would be great to update Avaya analytics eg. Performance reports time zone without changing the time zone of the user profile. This is needed for admins, supervisors and managers that deal with team members in different time zones. Use case: checking for a call in the time zone of the user especially when there is an issue with a call and they send the details of the call in their time zone then it would be beneficial for the admin to be able to adjust the call time zone in analytics in order to verify that it is the exact…

    7 votes
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  4. Average speed to answer per user

    Cant achieve to calculate correctly the average speed for a user to answer a call

    7 votes
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  5. 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…

    7 votes
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  6. users login/logout audit

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

    7 votes
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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.

    7 votes
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  8. I would like to have a way to download analytics.

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

    7 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  9. 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).

    7 votes
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  10. Adding "Missed call without VM" Option on the Business Analytics Dashboard

    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.

    7 votes
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  11. Device Reporting for Firmware versions

    Can RingCentral add the Firmware version our Phones (Poly and Yealink) are on in the Rooms & Devices reporting?This would make version control easier if we were able to reference a report in the Analytics portal that showed the current firmware our phones are using.

    7 votes
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  12. Separate Filter in Performance Report for Internal outbound call and External outbound calls

    Need to Have a Separate Filter in Performance Report for Internal outbound call and External outbound calls, Currently the External calls are combined for Inbound and outbound External calls, and Internal Calls are only for outbound internal calls

    7 votes
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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…

    6 votes
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  14. RingCX Voice Skill "Play Hold Time" Feature Enhancement Request

    Current Behavior: The "Play Hold Time" feature will only play for callers after the first call in the queue (second, third, etc.) and they'll hear the queue time of the longest call in the queue (first queued caller), so if there are 10 callers in the queue, 2 - 10 will hear what call 1's (first queued caller) wait time has been. As in, the amount of time the longest call has been in the queue, so if caller 1 (first queued caller) in the queue has been in the queue for 30 minutes, the (second, third, etc callers) in…

    6 votes
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  15. Hybrid IVR and Call Queue

    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.

    6 votes
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  16. Show how long a user has been in a current status

    Good for Customer Service managers to see how long someone has been avaialable, on break, or not logged in. Live timing.

    6 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  17. Performance Reports- Calls Tab- Filtered for Missed and Answered Call

    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.

    6 votes
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  18. Allow Analytics Data to be pulled via API

    Allow Analytics Data to be pulled via API

    The customer would like to retrieve analytics details via API in order to check the call disposition per user

    6 votes
    New  ·  1 comment  ·  Accessibility  ·  Admin →
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  19. Ability to show how many times each contact has been contacted in a tabulated form that summaries the call logs for each extension

    We are hoping to have the capability anywhere in the Analytics Reports to search for records of an external number and be able to view in a tabulated form the following details:

    1. The number of inbound and outbound calls on an external number being searched.
    2. The list of users that had a transaction on the external number being searched, inbound and outbound.
    3. The number of transactiions, inbound and outbound, total lenght of time, and average time per transaction.

    Thank you.

    6 votes
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  20. call score

    Quality of Service: difficult to "identify poor quality of calls", as the call score is not listed in the download report - see attached. ....

    6 votes
    New  ·  1 comment  ·  Live Reports  ·  Admin →
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