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  1. It would be great if the data coming from Analytics would align or match the information showing from the user call logs. This will prevent any discrepancy

    30 votes

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    New  ·  3 comments  ·  Adoption & Usage  ·  Admin →
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  2. Add a "country" filter in analytics portal, under performance report tab

    18 votes

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    New  ·  5 comments  ·  Other  ·  Admin →
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  3. Call should not be detected as missed if it was answered elsewhere

    13 votes

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    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  4. Allow Alert ownership to be transferable to another extension or Super Admin extension.

    13 votes

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    New  ·  0 comments  ·  Alerts  ·  Admin →
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  5. Giving a user the ability to select any user within performance reports and not being limited to only the users of call queues they manage. The workaround provided by support is to create a new account that is not a manager of any call queues, so all users are available to select.

    11 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  6. I would like to be able to see call volume dashboard, inbound and outbound, by day and by agent. I would also like a date range filter to easily compare call volume between specific dates.

    10 votes

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    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  7. Customers should have the option to run a scheduled report on the information provided by the Audit Trail instead of having to manually filter options and download them each time.

    10 votes

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    New  ·  1 comment  ·  Subscriptions  ·  Admin →
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  8. It will be good if we could extend the duration of data retention for call recording so that customers can still download recordings in case we will be needing it.

    9 votes

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  9. Requesting a feature that would allow us to associate IVR survey data with the agent who transferred the call to the IVR post-call survey. This enhancement would involve including a new field that captures and displays the name of the transferring agent alongside the corresponding IVR survey results.

    7 votes

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  10. Call queue calls routed to play announcement during after hours should not be tagged as abandoned calls

    7 votes

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  11. 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

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    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  12. 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.

    6 votes

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    New  ·  0 comments  ·  LOB  ·  Admin →
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  13. 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

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    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  14. we should be able to run performance reports by the week or by the month that "exclude" calls outside of business hours so you can truly report on calls that are received and handled within normal business hours vs all hours of the day. You can do this one day at a time but when trying to compile data over period of time, week, month quarter etc, would be nice to filter to include only calls received between this hour to that hour

    5 votes

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    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  15. 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.

    5 votes

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    New  ·  0 comments  ·  Alerts  ·  Admin →
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  16. on call waiting a person can be put on hold and answer another call.

    5 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  17. 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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  18. Hello, Reference Case: 25759433 we would like to be able to run performance reports with different levels of SLA (% of Calls answered in 30, 60, and 90 seconds) and be able to retro get the data instead of only being able to pull what is from the live SLA marker. I tried pulling a previous month's SLA with different SLA settings but only got the same number as what the live SLA setting was at. I would ideally like to see the different. Additionally, I would like the Business Analytics to have an SLA option since only performance reports…

    4 votes

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

    4 votes

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    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  20. BT CLOUD: Be able to see what IVR key presses are being pressed on Analytics>Performance Report.

    4 votes

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    New  ·  2 comments  ·  Accessibility  ·  Admin →
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