465 results found
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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 -
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.
20 votes -
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.
14 votes -
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 -
Call should not be detected as missed if it was answered elsewhere
Call should not be detected as missed if it was answered elsewhere
58 votes -
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 -
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 -
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 -
User administrative and compliance reporting
Please add the ability to report on user profiles (ideally that could be scheduled), for example:
- Once a month, automatically receive a report of every user in the Sales department
- Once a month, automatically receive a report of any user with blank Emergency Response Location, or one set to a particular address
- 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…
17 votes -
Performance Reports for Message-Only Extensions
Include Message-Only Extensions in performance reports for analytics.
12 votes -
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
82 votes -
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…
7 votes -
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 01:18:004 votes -
Analytics
In the Analytics Report in Service Web, if customers are using the FREE Video Pro license, those licenses show in the Adoption & Usage Report. It skews the number of paid for license percentages of what their actual entitlements are. It would be good to have the Product Team break out the Free Video Pro Licenses to their own category so that it does not skew the adoption metrics on what the customer is paying for.
7 votes -
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?
16 votes -
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.
6 votes -
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.
16 votes -
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.
11 votes -
Live call information within RC app
The ability for employees to have a view inside of the RC app of current calls waiting within a call queue. This gives the employees the ability to understand how many calls are waiting to be answered as well as understand how many other employees are available to take inbound calls.
5 votes -
User List Incoming Call Set up Report
Admin should have a way to see how each of the user extension incoming call settings was set up via report or downloading the user's list.
Since we have accounts that would like to be able to see via list or report if any of their agents added a call forwarding to their user extension. This will provide admins better control when it comes to monitoring how their agents are manipulating their user extension incoming call settings.
This report should show the admin if the user extension uses call forwarding, custom rules, and even a mobile phone that was added…
7 votes
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