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111 results found

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

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

    51 votes
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  3. 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.

    11 votes
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  4. 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

    25 votes
    New  ·  5 comments  ·  Live Reports  ·  Admin →
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  5. 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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  6. 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).

    9 votes
    New  ·  4 comments  ·  Live Reports  ·  Admin →
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  7. Please include call recordings in analytics - performance report for Non-RingCX users

    3 votes
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  8. 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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  9. 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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  10. Want to have abandoned calls removed from report - any calls where someone hangs up at 8 sec or less prior to answer

    10 votes
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  11. 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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  12. 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.

    16 votes
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  13. 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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  14. A report that shows all phone numbers like a hard copy of a phone directory, and is downloadable to Excel inside the admin portal.

    2 votes
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  15. Add Columns and Rows on Downloadable analytics report

    1 vote
    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  16. A customer wants to have reports filter regarding the total number of calls base on the context of scheduling an appointment.

    1 vote
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  17. I'm looking for a report that shows calls deflected from one queue to another, along with how many of those calls were answered and how many were abandoned. The goal is to identify how many calls originally intended for a specific queue are ultimately handled elsewhere.

    1 vote
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  18. A report that shows calls deflected from one queue to another, along with how many of those calls were answered and how many were abandoned. The goal is to identify how many calls originally intended for a specific queue are ultimately handled elsewhere.

    1 vote
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  19. You have no analytics for faxing. No way to download how many pages are sent nor by whom.

    4 votes
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  20. Please add the ability to see the order of agents in the call que.

    1 vote
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