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158 results found

  1. Remove users from saved report that have been moved to another call queue

    Ability to remove users from saved Performance Reports that have been moved to another Call Queue

    14 votes
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  2. Call should not be detected as missed if it was answered elsewhere

    Call should not be detected as missed if it was answered elsewhere

    54 votes
    New  ·  3 comments  ·  Live Reports  ·  Admin →
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  3. Sync Real-Time Dashboard Edits After Sharing

    Currently, when Real-Time dashboards are shared with other users, a duplicate dashboard is created in their account instead of everyone accessing the same dashboard. Edits can only be pushed to shared users by re-sharing the dashboard every time a change is made. This process is tedious and time-consuming.

    There should be a way to sync Real-Time Dashboards with other users after editing, without needing to share them again. The absence of this functionality results in teams viewing inconsistent dashboards or necessitates additional manual effort to re-share and inform the team about the updated dashboard.

    8 votes
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  4. Performance Reports for Message-Only Extensions

    Include Message-Only Extensions in performance reports for analytics.

    10 votes
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  5. 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 call

    30 votes
    New  ·  5 comments  ·  Live Reports  ·  Admin →
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  6. Calculate Ring Time, Hold Time, Live Talk Time from Call Log data

    Ability to calculate the ring time, hold time, and live talk time from the call log. I'm trying to analyze individual calls and need help finding a reliable way to determine what the ring time and live talk time is from the call log data.

    12 votes
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  7. Ability to Change Time Format in RingCX CSV Reports from Seconds to HH:MM:S

    When downloading a report in CSV format, there should be an option to change the time format from seconds to hours:minutes:seconds (hh:mm:ss).

    11 votes
    New  ·  4 comments  ·  Live Reports  ·  Admin →
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  8. I would like to be able to see the total time a user is toggled on to accept calls

    I would like to be able to see the total time a user is toggled on to accept calls

    62 votes
    New  ·  3 comments  ·  Live Reports  ·  Admin →
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  9. Report for Users Login, Usage and Activity on RingCentral app

    Requesting to have a settings to run and export a report for user login, usage and activities on their RingCentral app.

    16 votes
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  10. Analytics - Call recordings for Non-RingCX users

    Please include call recordings in analytics - performance report for Non-RingCX users

    4 votes
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  11. Integration of ringcx calls in ringex analytics

    Integrations of all calls for ring cx in the ring ex analytics dashboard. For example for QoS informations of ring cx calls. an overview of incoming ring ex and ring cx calls.

    3 votes
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  12. 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

    11 votes
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  13. Handle time for Outbound Calls | Performance Reports | Analytics

    Feature Request: Display Handle Time for Outbound Calls in Analytics Performance Reports

    We would like the Handle Time for outbound calls to be included in the Handle Time column within the Performance Reports – Calls tab in Analytics.

    Currently, this column only displays Handle Time (In), which reflects inbound calls only. Outbound call handle times are not included in this column.

    While we understand that we can click on individual outbound call records to view the actual talk time, this method does not support efficient reporting.

    We are requesting that Handle Time for outbound calls be displayed in the Handle…

    2 votes
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  14. Abandoned Call Tracking Feature

    Requesting a new feature in RingCentral to enable easy retrieval of specific phone numbers from our %Abandoned calls KPI.

    Introduce a feature within RingCentral's analytics dashboard that allows users to generate customized reports specifically targeting abandoned calls. This report should include detailed information such as caller phone numbers, timestamps, and call durations.

    Implement a search functionality within the reporting feature, enabling users to quickly filter and identify abandoned calls based on various parameters like date range, call duration, or specific queue.

    By incorporating these features into RingCentral, users can efficiently track and address abandoned calls, ultimately improving customer satisfaction and…

    45 votes
    4 comments  ·  Live Reports  ·  Admin →
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  15. 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
    Implemented  ·  1 comment  ·  Live Reports  ·  Admin →
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  16. 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.

    17 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  17. Analytics and call logs - Align the call logs and analytics in Salesforce

    We’ve noticed an issue with how call durations are being recorded in Salesforce via RingCentral.

    In our setup, call logs are attached to Salesforce tasks and are used to track KPIs. When a customer calls in and is placed in a queue (e.g. when the user is busy), the system records the call time from the moment the customer hears hold music. However, Salesforce is logging this total time rather than the actual duration of the conversation between the user and the customer.

    For example, in a recent call:

    The customer is in a queue, waiting for their contact, for…

    2 votes
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  18. Call queue availability even I am signed out to all platform.

    My extension still shows available in a call queue even though I forced logged out and I am not logged in to any RingCentral applications anymore.

    I don't think it make sense that you would still be available if you are already logged out to all platforms. Kindly have that feature where if you are logged out to everything you should automatically be considered as unavailable, instead of just the DND feature.

    1 vote
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  19. Call Log Export Scheduling Options

    RingCentral should offer the ability to schedule automated exports of call log reports at flexible intervals, including every 15 minutes, rather than being limited to hourly or daily schedules.

    1 vote
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  20. For the Company Number would like to include Outbound numbers on the report

    Would like to include the outbound calls so can have more complete information about how company numbers are getting calls both inbound and outbound.

    2 votes
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