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Analytics & Reporting: Other

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(thinking…)

Ability to generate report that tracks an agents status throughout the day, like when they're available/not available/ on DND etc

I would suggest that it be added to the reporting/analytics as it could help determine if a missed call is a tech issue or a lack of agent issue.

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Angela shared this idea  ·   ·  Report…  ·  Admin →
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  • Dan commented  ·   ·  Report

    Really surprised to find this report is not available.

  • Stephane commented  ·   ·  Report

    It's strange that this system, with its multitude of options, can't provide this much-needed information. I've worked in several other systems and this option is standard with the system. I hope you can make this option available in the near future.

  • Ken commented  ·   ·  Report

    This Should be a MUST report! What are my employees doing during the day ? Why are we missing some phone calls ? This would give the ability to look into who is punching out for what reasons at certain times of the day.
    Have the ability to show totals for the day how long they were on DND , Away Etc...

    PLEASE Agree this is a very important report .

  • Main commented  ·   ·  Report

    Please make this available asap

  • Ken commented  ·   ·  Report

    How often does an employee go on Do Not Disturb, Invisible etc... This is key info!

  • Christine commented  ·   ·  Report

    We would like to be able to generate a report for users to see if how often the go into the invisible status

  • Samara commented  ·   ·  Report

    YES, very much needed

  • Aaron commented  ·   ·  Report

    We have just switched over and this is a critical metric for a call center!!!

  • Beth commented  ·   ·  Report

    This needs to be a native report available to all admins. Also the ability to see how much time a rep spends on DND in an actual report feature, not an afterthought that is stuck under "more".

  • Mindy commented  ·   ·  Report

    We have a huge need for this as well!

  • Saul commented  ·   ·  Report

    Much needed asap! Hopefully this rolls out soon.

  • Mac commented  ·   ·  Report

    Please put this at the top of your dev list, RC. The inability to report on these very key KPIs and statuses is mind-blowing for a platform the size of RingCentral. Thank you!

  • Juan commented  ·   ·  Report

    This should be a native report for all administrators to track usage of users.

  • Zyanya commented  ·   ·  Report

    Please add a report on the live dashboard and the performance reports so we can be able to see the agents ACD status updates for example, we need to be able to see if they set themselves away on break, lunch, bathroom, call work and its ideal to know how long they are on each status for. Please add soon!

  • Liam commented  ·   ·  Report

    Absoloutely need this, It's pretty wild that this is not already a thing...

  • Michael commented  ·   ·  Report

    This field would be very helpful in analyzing our operations team.

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