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323 results found

  1. Performance report align with user call logs

    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

    56 votes
    New  ·  7 comments  ·  Adoption & Usage  ·  Admin →
    How important is this to you?

  2. Call should not be detected as missed if it was answered elsewhere

    Call should not be detected as missed if it was answered elsewhere

    38 votes
    New  ·  1 comment  ·  Live Reports  ·  Admin →
    How important is this to you?

  3. Have a report which shows all uses who have a divert on their phone

    Have a report which shows all uses who have a divert on their phone

    26 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  4. 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.

    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.

    19 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  5. Adding a "country" filter in analytics portal

    Add a "country" filter in analytics portal, under performance report tab

    19 votes
    New  ·  5 comments  ·  Other  ·  Admin →
    How important is this to you?

  6. Alert Ownership

    Allow Alert ownership to be transferable to another extension or Super Admin extension.

    16 votes
    New  ·  0 comments  ·  Alerts  ·  Admin →
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  7. User administrative and compliance reporting

    Please add the ability to report on user profiles (ideally that could be scheduled), for example:

    1. Once a month, automatically receive a report of every user in the Sales department
    2. Once a month, automatically receive a report of any user with blank Emergency Response Location, or one set to a particular address
    3. Once a month, automatically receive a report of all admins, super admins, etc.

    In general, we should be able to report on any field available within the user profiles - "give me a report of everyone within these groups", "give me a report of everyone with a physical…

    15 votes
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  8. Generate analytics reports showing detailed call queue report

    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

    14 votes
    New  ·  4 comments  ·  Live Reports  ·  Admin →
    How important is this to you?

  9. Call Volume Live Dashboard

    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.

    14 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
    How important is this to you?

  10. Extend the duration of data retention

    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.

    14 votes
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  11. Individual Call Lifecycle

    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…

    11 votes
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
    How important is this to you?

  12. Audit Trail Scheduled Reporting

    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.

    11 votes
    New  ·  1 comment  ·  Subscriptions  ·  Admin →
    How important is this to you?

  13. Include the IP address in password reset email to identify the source of the password request

    Would like to have the IP address of the user who is attempting to trigger a password reset to be able to identify whether a user is having some trouble or if this is an attempt from an outside source to access the account.

    10 votes
    New  ·  1 comment  ·  Accessibility  ·  Admin →
    How important is this to you?

  14. Check IP address in the admin portal

    Ability to check IP address of the provisioned phone in Ringcentral via admin portal.

    I need to find details on devices registered to RC by IP or mac address. Is there such a report I can run to tell me what IP a device is registered with?

    9 votes
    New  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?

  15. Report associating IVR data with transferring agent for post-call surveys

    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
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  16. Abandoned Call queue Rate

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

    9 votes
    New  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?

  17. Performance Report for Business Hours by week

    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

    8 votes
    New  ·  1 comment  ·  Live Reports  ·  Admin →
    How important is this to you?

  18. Email alerts from https://status.cloudoffice.avaya.com/ or https://status.ringcentral.com/

    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…

    7 votes
    New  ·  0 comments  ·  Alerts  ·  Admin →
    How important is this to you?

  19. Report Tool for AI Notes

    To have a weekly or monthly reporting or collation of AI notes for calls on the said duration. Can be included on the Reports/Analytics or can be on AI tab itself.

    7 votes
    New  ·  3 comments  ·  Other  ·  Admin →
    How important is this to you?

  20. ability to check audit trail for more than 180 days

    Customer would appreciate if admin portal has an ability to store data in audit trail for more than 180 days for tracking purposes

    7 votes
    New  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?
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