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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Aaron commented
We have just switched over and this is a critical metric for a call center!!!
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Beth commented
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".
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Mindy commented
We have a huge need for this as well!
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Saul commented
Much needed asap! Hopefully this rolls out soon.
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Margaret commented
YES, very much needed
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Brandon commented
It's a much-needed feature.
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Mac commented
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!
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Juan commented
This should be a native report for all administrators to track usage of users.
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Zyanya commented
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!
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Liam commented
Absoloutely need this, It's pretty wild that this is not already a thing...
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Michael commented
This field would be very helpful in analyzing our operations team.
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Justin commented
This is an integral part of reporting to grow my direct reports. The ability to track the ability for them to sit on DND all day and not answer calls is clouded trying to figure out how many calls they actually ignored doing this. Ignored calls do not populate when on DND mode.
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John commented
Shocked that this is still not addressed.
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Sacha commented
I agree. This piece of information is crucial for oversight.
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Rosena commented
Why is this still "Future Consideration"? It's been over two years since it was created.
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Craig commented
KPI's are standard features in Call Centers, to bring Ring Central up to date the feature to show available and unavailable time is a MUST. Supervisors and managers at a glance need to be able to see who has been unavailable and for how long. If necessary run reports to investigate if this is an ongoing issue and concern. Currently the audit trail is time consuming especially if you are looking over a period of time to identify a trend. Ring Central has a lot of great current features, in my opinion this is one they have overlooked but should certainly be adding sooner than later if they wish to stay competitive and up to date in the Call Centre Industry.
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Andrew commented
I think this is a must-have as with Working from home this is so difficult to track, I would like to know whos swinging the lead by just sitting on DND
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Aneesh Khan commented
I would like to be able to look at a daily history of the times when my agents were in available/busy/do not disturb/ etc. This way, I can determine why there is call volume disparity during overlapping shifts despite being on a rotating queue. This can also allow me to go over missed calls with agents and determine why they were not available.
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Diego commented
Have visibility on what time each user logged in (i.e. available) and logged out (i.e unavailable) on the Queue. Currently we can see the time when inbound and outbound calls took place but do not see for a given day the details when a user was available and unavailable. Users have expectations on when they need to be available and we want to make sure they comply.
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Anthony commented
A feature in web portal for checking the RC app status if it is offline or online