487 results found

1. Pull QoS call score via API

   Currently you can only export the QoS report to csv and we have to manually ingest the data into PowerBi to generate a "Call Score" trend report.

   We would like the ability to pull the QoS - "Call Score" directly via API.

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   21 votes

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2. wrap-up

   After finishing an incoming call from a queue, the agent needs to have the ability to end the wrap-up time early to put themselves back in the queue.

   20 votes

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3. Schedule report for QoS calls data

   Currently there are no API to pull QoS calls data. We do have the option to manually download into a csv file.

   We would like the ability to schedule regular download of the QoS calls data and send to email or network location for PowerBi to grab the source csv file to generate our own report.

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   13 votes

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4. QoS for VIDEO is no longer drilling down correctly

   Within the Analytics Portal, you can't drill down to filter 'bad' video meetings anymore like you can with phone calls.

   The Problem
   When you're in the Quality of Service (QoS) overview section and select Video, you see the quality monitor ring chart. If you click on a red segment of this chart, you expect it to filter the list of video meetings to show only the ones with poor quality. This function works for phone calls but not for video meetings. It used to work for video meetings, too.

   Steps to Reproduce
   Log in to the Analytics Portal as an administrator.

   Go to Quality of Service (QoS) from the menu.

   On the Overview page, select Video.

   Choose a wide date range, for example, the last month.

   Try clicking on any red segment of the quality monitor ring chart. The graph does not drill down or filter the meeting list.

   Repeat the steps, but this time, select Phone. The chart correctly filters the list of calls to show only the bad ones.

   Why This Matters
   This feature is critical for troubleshooting video meeting quality issues. Without the ability to drill down, you have to manually search through all video meetings to find the ones with quality issues. This makes the QoS report for video meetings less useful and wastes time when trying to fix problems. The user experience is inconsistent compared to the phone QoS report.

   The official response that this is "working as designed" and that "hover clicks are not available" is problematic. The fact that this function previously worked for video and still works for phone calls suggests that the current behavior is a regression or a poor design choice. Users need this drill-down capability to effectively monitor and troubleshoot video performance. This change makes the analytics less functional for a core use case.

   Within the Analytics Portal, you can't drill down to filter 'bad' video meetings anymore like you can with phone calls.

   The Problem
   When you're in the Quality of Service (QoS) overview section and select Video, you see the quality monitor ring chart. If you click on a red segment of this chart, you expect it to filter the list of video meetings to show only the ones with poor quality. This function works for phone calls but not for video meetings. It used to work for video meetings, too.

   Steps to Reproduce
   Log in to the Analytics Portal as an… more

   15 votes

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5. bye

   It would be great if reporting indicated which side sends the BYE in a call. It would be very useful in troubleshooting users' problem calls. This information should be able to be pulled from the SBC.

   22 votes

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6. Shared contacts

   Hello Team,

   I’d like to submit a feature request on behalf of a customer who is using the Shared Contacts Directory feature.

   Request:
   Enable users (particularly Super Admins) to manually edit or delete individual contacts in the Shared Contacts Directory directly through the Admin Portal—without the need to download, modify, and re-upload the entire Excel file.

   Background:
   The customer is an IT partner currently setting up a new RingCentral account for a small business. He expressed concern over the current process, as it is inefficient and inconvenient, especially for smaller teams that need to make quick changes to individual entries.

   The ability to directly edit or remove specific contacts within the Admin Portal would streamline the user experience and bring the system more in line with standard administrative expectations.

   Impact:
   Implementing this feature would:

   Improve usability for IT partners and administrators

   Reduce time and effort spent on routine contact management

   Enhance the overall customer experience, particularly for small businesses

   Please let me know if further details are needed. Looking forward to this being considered for future development.

   Hello Team,

   I’d like to submit a feature request on behalf of a customer who is using the Shared Contacts Directory feature.

   Request:
   Enable users (particularly Super Admins) to manually edit or delete individual contacts in the Shared Contacts Directory directly through the Admin Portal—without the need to download, modify, and re-upload the entire Excel file.

   Background:
   The customer is an IT partner currently setting up a new RingCentral account for a small business. He expressed concern over the current process, as it is inefficient and inconvenient, especially for smaller teams that need to make quick changes to individual entries.

   … more

   15 votes

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7. Sync Real-Time Dashboard Edits After Sharing

   Currently, when Real-Time dashboards are shared with other users, a duplicate dashboard is created in their account instead of everyone accessing the same dashboard. Edits can only be pushed to shared users by re-sharing the dashboard every time a change is made. This process is tedious and time-consuming.

   There should be a way to sync Real-Time Dashboards with other users after editing, without needing to share them again. The absence of this functionality results in teams viewing inconsistent dashboards or necessitates additional manual effort to re-share and inform the team about the updated dashboard.

   18 votes

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8. Modify the text in the subscription email

   The email generated for report subscriptions contains text that cant be amended. It would be better if we could update this text for each subscription.

   15 votes

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9. Remove users from saved report that have been moved to another call queue

   Ability to remove users from saved Performance Reports that have been moved to another Call Queue

   14 votes

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10. Custom Role - Phone Number Breakout

    Currently custom roles only facilitate 'Company Number' access at a high level. For multi tenated customers utilizing Role Domains this becomes an issue, exacerbated with the introduction of Number Storage in the international space.

    Suggesting that Roles provide a more granular Allow/Disallow logic relational to Phone Numbers. The granular state should encompass below:

    1. Phone Numbers (in likeness to present state)
    2. Number Inventory
    3. Number Storage

    This will allow users to have a role domain associated which keeps multi site admins segregated to their responsible sites in a desirable fashion.

    9 votes

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

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

    59 votes

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12. 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

    32 votes

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13. Report that will show which prompt is selected from the IVR

    The customer would like to have a report that will show which prompt is selected from the IVR (from RingCX to the Ring EX).

    7 votes

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14. Details of Refused calls in Analytics report

    Specific details on getting accurate Refused calls in the Analytics report. If possible, Kindly include logs on where the specific refused call originated.

    23 votes

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15. Ability to see Forwarded Calls in Performance Reports

    Today in Live Reports we see how many calls were "Forwarded" in the dashboard. However this option is not available in Performance Reports. Everything gets bundled into Abandoned Calls which does not reflect the true status of a call. This does not allow us to determine good vs. bad calls from the abandoned section.

    9 votes

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16. N/A Call Scoring

    Some calls that do not fit the criteria to display an N/A call score marking are still marked with an N/A overall call score.

    Sometimes we do not recieve data for certain legs of the call, which results in the N/A call scoring.
    Customers would still like to easily filter these calls based on the legs that we DO have data for.

    Suggest that in any non true N/A call scoring, we ignore legs of the call where appropriate data was not collected and provide a Good/Moderate/Poor indication based on the legs of the call that we do have applicable data for.

    Some calls that do not fit the criteria to display an N/A call score marking are still marked with an N/A overall call score.

    Sometimes we do not recieve data for certain legs of the call, which results in the N/A call scoring.
    Customers would still like to easily filter these calls based on the legs that we DO have data for.

    Suggest that in any non true N/A call scoring, we ignore legs of the call where appropriate data was not collected and provide a Good/Moderate/Poor indication based on the legs of the call that we do have applicable… more

    8 votes

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17. 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 phone", "a report of a disabled users", "anyone in this role, site, or with automatic call recording enabled".

    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… more

    17 votes

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18. Within Reporting use the Standard Time format of hh:mm:ss

    Currently it displays 3h 6m or 2m3s etc.
    If the format was hh:mm:ss then when exporting the data minipulation would be smoother into other applications and displaying in reports.

    Therefore if 3m18s or 1h12m is displayed currrently if would show as:
    00:03:18 or 01:18:00

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    5 votes

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19. 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

    83 votes

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20. Performance Reports for Message-Only Extensions

    Include Message-Only Extensions in performance reports for analytics.

    12 votes

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