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308 results found

  1. Missed calls to queue showing up as "Answered Elsewhere"

    When queue receives a call and one person answers, all members of the queue are given a "missed call" notification instead of an "answered elsewhere" notification as per the 23.3 update. Customer would like to be able to see and "answered elsewhere" notification so they don't call customers multiple times.

    41 votes
    Under Review  ·  8 comments  ·  Alerts  ·  Admin →
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  2. Need option to schedule reports in Business Analytics with PDF

    Currently there is only the option to schedule reports in Business Analytics with an Excel. Please add option for PDF. It's much easier for our users to open and read on mobile devices.

    72 votes
    Under Review  ·  3 comments  ·  Other  ·  Admin →
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  3. Download user info should include the call forwarding numbers

    Download user info should include the call-forwarding numbers

    20 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  4. run user status report

    we would like the ability to run a user report that could breakdown the following user stats related to availability in call queues, measured in total time:- on a call- idle (user available but not on a call)- DND

    40 votes
    Under Review  ·  9 comments  ·  Other  ·  Admin →
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  5. Export of expanded call flow in Performance Reports

    It would be nice to be able to produce a printed/exported report of detailed call flow in Performance section of Analytics. While it can be displayed, according to support - "Performance Reports do not currently have a feature to be able to download the expanded call flow views."

    20 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  6. Missed call report that shows all available users at the time of the missed call.

    Missed/abandoned call report that shows all available users at the time of the missed call. If there was a missed call at 1pm and users were available at the time, I'd like their status to be included in the report.

    34 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  7. Performance report refresh rate

    There doesn't appear to be a way to set the performance report data to refresh more often than every hour

    7 votes
    Under Review  ·  0 comments  ·  Live Reports  ·  Admin →
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  8. Reports to be edited by others

    We'd like the ability for reports in Business Analytics to be shared with others who have edit capabilities. Currently, others can view the report, but we'd like an additional access type for view and edit. Thanks!

    20 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  9. Determine the phone numbers from Abandoned calls from Analytics Report

    Customer would like to have an option to view the numbers of abandoned calls from analytics report.

    8 votes
    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  10. Performance Reports to Sync with Business Analytics Report

    Currently, performance reports is not working properly when it comes to data gathering and calculations. It shows not in sync with business analytics

    11 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  11. Generate Report based on Caller ID Number

    We would like to have a report wherein we could get the total number of calls based on the Caller ID number used.

    12 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  12. Analytics access to see DND status from Take all calls to Do not accept call queue calls

    Problem: When a user is a member of a group and is expected to take incoming There is no way to report on the time a ringcentral user was in DND or in Analytics access to see DND status from "Take all calls" to "Do not accept call queue calls" statusSolution: Analytics access to see DND status from "Take all calls" to "Do not accept call queue calls" would allow this to be reported on. Currently you can see this in the Audit trail section - but you can only see the transitions - the amount of time has to…

    11 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  13. 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.

    6 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  14. User Status Details

    We would like the ability to run a report that would should a detailed breakdown with timestamps and duration of time in status for team members?

    12 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  15. Voicemail Peports

    To add voicemail report in MVP Multi-Site.By this, the admin can view a report that shows the number of unanswered voicemails on a daily basis. This would help corporate teams and individual owners ensure that they are checking voicemail messages.It is best that admin will have visibility into how many voicemails each location is getting and how many are being listened to.

    10 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  16. Call Report that will show reason it was declined

    Call Report that will show reason it was declined

    8 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  17. users login/logout audit

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

    7 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  18. In Performance reports, under the user tab, allow us to select multiple call queues

    Currently we can only select All Calls, Non-Queue Calls, or just one call queue. We can do the math to get the number we need, but we don't get the specific details we want for those specific queues in one place. Currently we would have to go to each queue separately to get the specific info we want.

    5 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  19. Add average handle time to business analytics' table section for users dashboard

    Add average handle time to business analytics' table section for users dashboard so we can check on the average handle time of each user. This is currently available under the performance reports but it is a big hassle to switch to performance report only to check on the average handle time.

    6 votes
    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  20. Need ability to drill down a report in Business Analytics by Site and then Department

    Need ability to drill down a report in Business Analytics by Site and then Department. This would allow us to compare departments of the same type in different sites. Example, we want to see outbound call activity for our sales departments across our 9 sites. Currently, you can only see a report with all sites, all departments or just one department. Please help!

    10 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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