197 results found
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ringcx analytics historical report filter days
Agent state must be under Agent Group and not universal.
2 votes -
Live Sales Reporting Integrated with Live Call Reporting
Live sales count dashboard integrated with the live call count dashboard. When employees have sales counts and call counts that need be met this will allow us to see team and personal metrics that can be tracked to ensure our system is reflecting sales activity as well as call activity accurately.
1 vote -
Real-Time Dashboard Should Include Transfers
After noting our real-time SLA's were not mirroring historical data, it was queried with techsupport where the discrepancy lies. We were advised this was due to queue transfers and the real-time dashboard only reflects interactions that ended in that queue.
This is unrealistic for many business and makes it hard to manage SLA's effectively. We transfer to multiple other departments alongside using an out-of-the-box CSAT queue transfer.
Real-time should reflect EVERYTHING answered within that queue regardless of whether it was transferred to another destination as the SLA would still qualify in that queue given it's been dealt with.
2 votes -
Number of Abandoned calls missing from Users report
Currently, a Performance report for Queues show the # of Abandoned calls as a KPI filter however when running a Performance report for Users in a specific queue, the # of Abandoned calls filter is not available and missing.
Customer would like to be able to run a Performance report at the Users level for a specific queue and be able to see the total number of calls vs the total number of abandoned calls.
3 votes -
oo
call handling report which shows callbacks and if the callback was made and how many times a callback was presented to a user/agent and refused. This could be in both live reports and historical reports to share scheduled with managers with regards to staff performance.
1 vote -
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.
5 votes -
Performance Report
I would love a way to be able to include the DATE along with the USERS tab inside of performance reports.
Right now, when you export it as a excel sheet, it includes the date in a totally seperate sheet, which affects how i would have done something.
If there was a way to have a date INSIDE the USERS sheet on the excel export, it would be super handy!
1 vote -
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…
4 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.
21 votes -
RCX Callbacks
Currently, the RCX platform will create two UII's for callbacks, and that interaction and the need for two UII's is well understood, however, both UII's are counted as two different callbacks in reporting, doubling potentially the amount of reported callbacks. - Please make it so although two UII's are generated, reporting sees it as one interaction.
2 votes -
Reports for adoption and usage.
A way for make scheduled reports for adoption and usage.
12 votes -
Add a Column for User Group/Department
Business Analytics, Table widget, Users rows. Add a column type that displays what User Group or Department the user belongs to.
3 votes -
Dashboard either within the RingCentral admin portal or analytics that can automatically/manually check the health and connectivity of a loc
Dashboard either within the RingCentral admin portal or analytics that can automatically/manually check the health and connectivity of a local number or toll-free number, specifically from within and across all major carriers
1 vote -
historical dashboard
On historical dashboards, it would be great if different information could be configured similar to the way we do it in the historical reports. For example, if the historical dashboard includes a graph, I would like to be able to customize it to remove columns that I don't need (i.e. Agent Group, Agent ID, Agent Group ID).
3 votes -
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
70 votes -
email
We would like to be able to generate a report to see when email notifications have been sent (notifying of new voicemails).
Being able to see the date/time/extension/destination email would be great. Don't need to see the content. Just the meta-data.
1 vote -
Sharing the Real-Time Dashboards with Agents
Sharing the Real-Time dashboards with agents without having to grant them Admin rights. Either through the wallboard or Send Current Dashboard feature.
1 vote -
Calls from extension numbes should be shown on analitics
when somebody calls from an extension we dont see the incoming call in analitics
1 vote -
call logs
We need to determine if callers are accessing our IVR sub menus. In addition to calls and SMS/MMS, please enable call logging for IVR menu and option access.
1 vote -
longest call for the day
We have sales reps that are responsible for making outbound calls. I need a report that shows the longest call for the day. Right now we only get 'Average Talk Time' which doesn't help. If the reps are required to make 100 calls/day, and their average call time is 30 seconds, that metric doesn't help because they may get a customer and sit on the phone with them for 10 minutes making a sale, but from the average report it looks like they never got hold of anyone.
We also need to report monthly on the number of calls lasting…
2 votes
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