105 results found
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Call should not be detected as missed if it was answered elsewhere
Call should not be detected as missed if it was answered elsewhere
50 votes -
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.
11 votes -
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 call24 votes -
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 -
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).
9 votes -
Analytics - Call recordings for Non-RingCX users
Please include call recordings in analytics - performance report for Non-RingCX users
3 votes -
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 -
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
10 votes -
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 -
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.
16 votes -
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 -
Phone Directory report to show the list company number here on my end
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 -
Add Columns and Rows on Downloadable analytics report
Add Columns and Rows on Downloadable analytics report
1 vote -
Analytics for faxes
You have no analytics for faxing. No way to download how many pages are sent nor by whom.
4 votes -
Analytics should have the option to select multiple dates.
Ability to select multiple dates when creating reports.
2 votes -
provide unavailable time for each rep
Provide unavailable times for each rep so we can see how long they have been unavailable or at a Do not disturb stage
3 votes -
Re-enable 90-day retention for HIPAA accounts where requested. Provide a secure, HIPAA-compliant option to store recordings beyond 30 days,
RingCentral's current policy for HIPAA-compliant accounts is a 30-day retention period for call recordings. This is an internal policy designed to minimize the risks associated with storing Protected Health Information (PHI). And not really to comply with Hipaa policies cause IPAA does not specify a universal data retention period for all types of protected health information (PHI). However, it does require covered entities to maintain documentation related to their privacy and security practices for a minimum of six years.
These capabilities are not currently available for HIPAA-compliant accounts. Since the 30-day retention is an internal RingCentral policy, only our developers…
1 vote -
Allow
Develop an audit trail so a report can be run to determine if and when a user is listening to someone else's phone calls.
1 vote -
Performance Report for Business Hours by week
we should be able to run performance reports by the week or by the month that "exclude" calls outside of business hours so you can truly report on calls that are received and handled within normal business hours vs all hours of the day. You can do this one day at a time but when trying to compile data over period of time, week, month quarter etc, would be nice to filter to include only calls received between this hour to that hour
8 votes -
Improve Call Termination Reporting to Clearly Identify Caller Hang-ups for spog transfers
Currently, when a call ends due to the customer hanging up during a Single Point of Gate (SPOG) transfer — a scenario where the customer calls Agent 1, who then puts the customer on hold and calls Agent 2 to create a three-way call — the call report shows the Term Party as System rather than the actual caller. This occurs because when the customer hangs up during the transfer, both agents are disconnected, and the system ends the call on their behalf.
This reporting behavior makes it difficult to determine if the call was actually terminated by the customer…
1 vote
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