47 results found
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Call should not be detected as missed if it was answered elsewhere
Call should not be detected as missed if it was answered elsewhere
67 votesWe have this problem in performance reports, but this is no more a problem in Business Analytics since Jan 2026.
In Business Analytics, we have a separate Call Result for Abandoned, Missed with VoiceMail, Missed without Voicemail, and Answered Elsewhere (for simultaneous ringing) w.r.t user dimension.
We have a BA dictionary explaining this -https://support.ringcentral.com/article-v2/Business-Analytics-data-dictionary.html?brand=RingCentral&product=RingEX&language=en_US
and soon in a couple of weeks we will publish a detailed knowledge base article on how to check metrics in business analytics and filter "answered elsewhere" calls.
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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…
7 votes -
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.
78 votes -
Table on the performance reports should be filtered when selecting site
Currently, on the page "performance reports > users" when I select a site, only the graphic is updated. the table below still list all the call queues and users.This the view with no filter in the attached file : (Page no filter.png)This the view with a site filter applied : the table below the graphic is the same (page with site filter.png)When filtering the data on this page, the whole page should be filtered : both the graphics AND the table below.
8 votes -
Increase Data Retention of Analytics
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?"
114 votesPerformance Reports is a legacy product and will soon pave way to next gen Business Analytics. So we are not going to add features to performance reports any more.
In Business Analytics, there is an option to buy Pro which supports 1/2 or 3 yr of retention.
Here are all the details-https://support.ringcentral.com/article-v2/Differences-between-Business-Analytics-Essentials-and-Pro.html?brand=RingCentral&product=RingEX&language=en_US
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Performance Report Refused/Abandoned Calls
Refused calls are those that a User did not answer. For example, a call was routed to a rotating Call queue, specifically to User A. User A did not pick up his phone, so the call was routed to User B. User B answered the call. The Performance Report will count the call as answered by User B and will be counted as a refused call by User A.Expected Behavior: Would want a report that will tag the refused call as one when entered in the queue regardless if 3 members did not answer the call.
5 votes -
Select individual days for scheduled reports
I'd like to be able to select indivudal days for scheduled reports. Currently you can only select Every Day, Weekly or Monthly. It would be very useful to be able to select individual days like Mon-Fri to mirror our business hours. Thank you!
5 votes -
Add KPI for "Not connected" call length - Performance reports
We are needing a KPI in performance reports that show the total time spent on "not connected" calls. This is for when the sales user is calling but the customer does not answer - this time needs to be allocated towards their total time spent on calls and not justhandles time which is calculating connected calls length time only.
1 vote -
Add Handle Time and Answered to Outbound KPI
Hi, we're looking to submit feature requests for the following:KPI column for Outbound: Handle timeIt seems like it's only tracking inbound handle time per call currently.Add #Answered to the Outbound column on performance reports.Its only available for inbound calls currently.
1 vote -
Need a way to limit the user that a Person can see on Reports
I need a way setup users in analitcs so that The user can only see the people that report to him. Right now when a user is added to analytics he can see all of the company.
1 vote -
Analytics regarding Text Messaging/SMS
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.
259 votesSMS Adoption and Usage analytics are now available in Adoption and Usage portal as a new tab since May 2026.
SMS in Business Analytics with more advanced KPIs is coming by end of Q3, 2026
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Analytics for Call Queue Manager
as per user i'd like to request that there be an option for a call queue manager to run analytics on their call queue. to me that seems sensible.
9 votes -
super admin profile to have more powerful access to filter call logs per sites and groups
super admin profile to have more powerful access to filter call logs per sites and groupshave more group manager so that the call log filtering wont be limited to the group manager in charge of the site
14 votes -
Rolling Quarterly and/or semi-annual reports
I am trying to create a rolling report for a certain department that would give them information for the last 6 months or at the very least the last quarter. But that feature is not available, just Last 7 days, Last Work Week and Last Month. It would be nice to get a rolling report automatically emailed every x amount of days instead of having to go in and change the dates every x amount of days.
4 votes -
Ring Central Analytics - Performance Reports - Add Date Range: 5 Days or Mon.-Fri.
Our business hours are Monday-Friday. It would be beneficial to have a date range added as 5 days or if better, Mon.-Fri. The Daily subscription would be assigned. We're using "Today" in the Date Range, but then Saturday/Sunday deliver blank reports and we'd like to eliminate.
4 votes -
Daily time frame call analytics
I have encountered a situation where I need to pull a report for a call queue with incoming call metrics for a specific date range, broken down daily, for a specific time frame. For example, take the date range of 12/01/2021 to 12/31/2021. I would like to be able to see an aggregated report for that month that is broken down on a daily basis of the exact number (not average) of incoming calls, and for a specific time frame in the day such as 7am-8am. I would be a happy camper if you got this implemented. Thanks!
3 votes -
Analytics: Voicemail total minutes
I receive a copy of voicemail notifications/transcript via email but on 1 voicemail per email basis requiring me to spend a lot of time sorting thru each email. I would like to have a feature added that once the dates are filtered out, all voicemails will show the individual as well as the total minutes of the received voicemails.
2 votes -
Exclude weekends for call log analytics
Any analytics that we are trying to run over a week long period include the weekends in them. Half of our staff does not work on weekends so end results (all the means/averages tallied up) look bad.
2 votes -
KPI reports to be available every 15 minutes
Client KPI reports are being generated on an hourly basis, we need it to be available every 15 minutes
1 vote -
Create a report to see the total call volume broken down by each hour of the day
Would like to be able to track the busiest hours of each day over a long period of time. If the report could be sorted by user or all users, that would help project staffing needs
4 votes
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