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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

    46 votes

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    New  ·  6 comments  ·  Adoption & Usage  ·  Admin →
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  2. Call should not be detected as missed if it was answered elsewhere

    25 votes

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    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  3. 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.

    18 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  4. 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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  5. Allow Alert ownership to be transferable to another extension or Super Admin extension.

    14 votes

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    New  ·  0 comments  ·  Alerts  ·  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.

    13 votes

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    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  7. 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.

    13 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  8. 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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  9. We would like to see a report that displays the full lifecycle of an call. The report would be filtered on uuid, and would show a granular trace of the call from the time it leaves the IVR and the hops/routing of who it is presented to, to the appropriate team/team member. If the call is presented and not answered, who the call is routed to next, at which point SLAs are not met, the time each call spends in each step/hop of the process, up to the point the call is abandoned or completed. Essentially all steps of the…

    9 votes

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    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  10. 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.

    9 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  11. The capability to generate a call queue report that shows detailed report.
    - Duration of the call
    - Who answered the call
    - Who are the available user did not answer the call
    - Who are the users engage on a call and cannot be answer the call

    9 votes

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    New  ·  4 comments  ·  Live Reports  ·  Admin →
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  12. Call queue calls routed to play announcement during after hours should not be tagged as abandoned calls

    8 votes

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    New  ·  1 comment  ·  Other  ·  Admin →
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  13. 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

    7 votes

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    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  14. 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

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    New  ·  0 comments  ·  Alerts  ·  Admin →
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  15. 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.

    6 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  16. Customer would appreciate if admin portal has an ability to store data in audit trail for more than 180 days for tracking purposes

    6 votes

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    New  ·  1 comment  ·  Other  ·  Admin →
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  17. 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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  18. 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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  19. 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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  20. It would be better to include the line graph from the Company numbers report when downloading/exporting the report via pdf file

    6 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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