220 results found
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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
37 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
18 votes -
Alert Ownership
Allow Alert ownership to be transferable to another extension or Super Admin extension.
14 votes -
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…
8 votes -
Adding a "country" filter in analytics portal
Add a "country" filter in analytics portal, under performance report tab
18 votes -
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.
18 votes -
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 -
Analytics alert when the number of calls exceed threshold
looking at the Alerts section in the Analytics portion of the portal to configuring an alert
when a specific call threshold is exceededwe need to be able to configure email alerts that get triggered when the number of calls in x minutes exceed a specific threshold, for instance during a potential voice-based attack, you could be getting 10-15 calls in 2 minutes on a specific number or extension.
6 votes -
Billing Dashboard
The new billing portal has demonstrated enhancements but I still feel it's lacking in functionality that most business owners would want to see more of.
trend management, especially with a contact center instance, I find it difficult to see the invoices over time and compare them month to month. Why isn't there a dashboard that can demonstrate this graphically, leveraging the filters you have there now as toggles?
Export/Download, currently this exists on an invoice by invoice basis which is fine; however, I imagine many of us would like the ability to export the billing list as its represented in…
5 votes -
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 call6 votes -
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.
11 votes -
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
6 votes -
reporting to show who is the manager of all call queues
The customer would like to be able to generate a report showing who the manager of each call queue is.
4 votes -
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.
10 votes -
Remove abandoned calls where someone hangs up at 8 sec or less
Want to have abandoned calls removed from report - any calls where someone hangs up at 8 sec or less prior to answer
4 votes -
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
4 votes -
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.
12 votes -
Disable declined invitation notification on guest user
Getting a lot user getting email declined user sign up when they are not signing to anything and not using that to ringcentral. there should be an option to disable declined invitation notification on guest user.
7 votes -
Data displayed when in "widget" edit mode
When edit a widget, currently data displayed when in "edit" mode does not take into account any dimension filters that are applied at the dashboard level. This can cause apparent discrepancies in the data displayed when in edit mode.
This causes confusion for our customers, as it appears there is incorrect data displayed.2 votes -
BT CLOUD: IVR Key Presses (Analytics)
BT CLOUD: Be able to see what IVR key presses are being pressed on Analytics>Performance Report.
4 votes
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