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Analytics & Reporting

Analytics & Reporting

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54 results found

  1. I would suggest that it be added to the reporting/analytics as it could help determine if a missed call is a tech issue or a lack of agent issue.

    407 votes

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  2. SMS text messaging is a huge part of our business. I would like to see analytics reporting like we have it for phone calls around SMS to be able to track that KPI per user group and employee.

    189 votes

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  3. Currently, customers have to copy and paste data from the QoS portal for each incident. Preferably, they would want to download the data.

    72 votes

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  4. I am trying to schedule reports to be sent to our admins. I have the Performance reports and they look amazing. I am just missing the SMS portion. Is there a way to show how many texts are sent by each line each day?

    40 votes

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  5. Be able to see what IVR key presses are being used for a site/branch within analytics site. Right now we have no way to track routing to shared que's from branches using it. i.e. caller pushes 2 on ivr, is routed to a large multi site que. i would like to be able to see how many times that branch was routed to that que.

    25 votes

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  6. why isnt there any reports to show the length of time when people are unavailable.Basically, there are loads of areas to show length of call time, on hold, parking etc but nothing to show how long someone has been unavailable for. why? Also can you have the ability to see someone in wrap and someone unavailable differently in the system please, especially inside the live reports section as this would be really helpful

    20 votes

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  7. It would be nice to have a way to access the text message exchange of agents for auditing purposes.

    18 votes

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  8. Would be good to be able to report on each option within the IVR to know how many times an option is being pressed.

    18 votes

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  9. My organization, and I'm certain many others, would benefit from full login time reporting capabilities with RingCentral Office. Although stats like Talk Time, ASA, and Hold Time are available, there isn't anything that documents specifically how much time an agent is signed on or average login time for a team to give comparative information. On the individual level and on the queue level, being able to see how long someone has been logged in (both real-time and historically) gives important insight into employee behaviors.

    17 votes

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  10. It would be useful if the Ring Central Analytics were to include IVR Path reporting.

    15 votes

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  11. customers are requesting to increase data retention of analytics report"Our business heavily revolves around call volumes and frequency...if we can't get the data we need, then I'll need to have a discussion with our executive team into looking for a provider that will/can provide basic data for years prior...""how can we accurately forecast against historical data only looking back 6 months?"

    9 votes

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  12. As it stands currently, when downloading an LOB Analytics widget or a full dashboard as an excel spreadsheet, the Caller Name, which is displayed in the dashboard widget is being omitted from the spreadsheet. This makes the report significantly less useful, can we please make it possible to not omit those names so that they display in the spreadsheet? This would be a huge improvement.

    9 votes

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  13. Daily, weekly and monthly logs of all SMS sent by agents and who they are sent to is required for proper auditing and in order to avoid unwanted activities.

    8 votes

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  14. Requesting to add the feature to be able to monitor and get a report about the log in and log out of the users on the account

    8 votes

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  15. Please add the ability to quantify inbound fax via the analytics portal. We currently utilize over 200 virtual extensions that act as a fax inbox for our sites. We would like the ability to view the total number of received inbound faxes across all extensions in our organization via the analytics portal. There is currently no way to report on inbound faxes.

    8 votes

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  16. 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

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  17. Our prior system (8x8) had a wonderful diagnostic tool whereby any inbound call could be tracked in a timeline showing every keypress the caller made, along with durations between keypresses and duration of whatever state they were in (for example, how long on hold). This timeline shows every scrap of data for the entire call from inbound ring to hang up. I have had to use this feature many times to address caller complaints of system functionality and more often than not, this was my only evidence to show the caller had misused the system or chose incorrect or inactive…

    8 votes

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  18. It would be great if the live report could show other type of status on the agents, like Lunch, Training, Braked or Logged Out. Also it would be nice if we could measure amount of time an agent is in a status, like amount of time available, amount or time unavailable.

    8 votes

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  19. Would you please create a function so that someone can see analytics for some users but not all? This way the manager of a department may access analytics for their department without being given access to the entire company.I would also suggest greater internal communication on suggestions-- it took a lot of steps and apparent miscommunications to be directed here.

    6 votes

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  20. For managers this report will be helpful in dealing with daily voicemails for reps/users. Monitors who has read or unread their voicemail inbox.

    5 votes

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