Ability to download full life cycle of a call
We can see the lifecycle of a call (incoming to receptionist, transferred to an associate) including hold times but cannot download this same level of detail. We want to be able to understand the full lifecycle of the call using analytics, but can't seem to get this level of detail on an export.
Karen
shared this idea
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Daniel
commented
If a caller transfers from a user's VM to a call group, we can not see the initial user in call log reporting; just the call group the caller ended on. You are able to see this data in the analytics portal, but not in a downloaded excel file. For a big company that has a lot of downloaded scheduled reports, this would be very helpful to see on those.
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Ben
commented
Inside https://analytics.ringcentral.com/ I have the ability to pull a report on a single number and when looking at that number I can see all the answered calls. When I click on that call I can see the complete queue of that call. The "Live Talk", "Hold", "Ringing", and Transfer. When downloading that report the "Queue" only shows the initial step not the complete Queue. I would like the ability to download the report and see the complete queue of each call. This would give insight into which users are the most proactive at picking up calls to our main number to see which users are answering incoming calls and which are not.
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Admin -
commented
An admin should be able to download a performance report that includes the detail of a call, ie. how long a caller was in queue and what agent received the call. Also, I would like to be able to have access to download Agent details available from Live Reports after that day. Currently, we're not able to view and download agent details for multiple queues under Performance Reports.