242 results found
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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
19 votes -
Call Logs Not Displaying when Limitted to a Site Call Logs
We would like to have the ability to view all calls related to a specific site, based on the access permissions granted to our users.
For example, if a user's role is restricted to viewing call logs for a particular site, then when they log into their portal and access the call logs, all relevant calls for that site should automatically populate—without requiring them to manually filter by site members, extensions, or call queues.
12 votes -
Annual Call Volume
It would be helpful for growing businesses to be able to compare their call volume from year to year, possibly broken down by month. Not a ton of details but at least the volume to help see growth and if more staff is needed. Also to help determine if there is a busier time of the year.
2 votes -
Filter Agents on Live Reports, not based on call queues
I've built a leaderboard in Live Reports but I only want to see specific users from a specific queue. I would like to be able to select which agents appear on these live reports and not base it off call queue group.
1 vote -
1 vote
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Match HUD and Live Reports status
Match HUD and Live Reports status
1 vote -
For Live Reports- Limit on who can see which dashboard.
It will be ideal if I can decide which live report license user can see which dashboard. It's not ideal when other department supervisors/users can view another departments call volume and users. This causes hostility and potential HR issues.
1 vote -
Add more options to BA Pro for tracking department/teams for reporting purposes
Add more options to BA Pro for tracking department/teams for reporting purposes, similar to what is already available in performance reports, department level in both the rows and columns is needed for groupings
1 vote -
Performance Reports: Queues and Users
For the Performance Reports, the # Answered count in the Queue report does not match the Total Calls in the User report. It is difficult to determine the true count if the 2 reports don't match.
1 vote -
Real time wait
Have real time wait time back to the mm:ss format in live reports. Previously the wait time was counting minutes and seconds in real time on the que monitor widget., and now it only shows the longest wait time in minutes.
1 vote -
1 vote
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-abondonned call and refused call or calls that are missed if they have the option to have a check mark so they can keep track of the callba
-To have abandoned calls and refused calls or calls that are missed, to have the option to have a check mark so they can keep track of the callbacks made.
1 vote -
Real-Time Dashboards Should Have Ability To Identify Queue Outbound Calls
My agents make outbound calls on shared queues, not using a campaign, but the realtime dashboard doesn't have the ability to show inbound vs outbound queue calls.
6 votes -
Analytics report should not log spoofed caller ID numbers
Would like to submit a request to have that changed so the system can recognize an actual call from a user in the system versus a spoofed caller ID in the analytics report.
Currently, RC Analytics and logs automatically link a call report to an internal user profile based on the displayed caller ID. This occurs even when the call is spoofed from an external source and did not originate from the actual user’s authenticated extension or device.
2 votes -
previous day analytics reports to be send to the next day
there should be an option to send analytics reports from previous day to be send out to the following day to all users email
2 votes -
RingEX Analytics Report for Call Transfers Between Queues
Request to enhance RingEX Analytics to include reporting capabilities for calls transferred from one call queue to another. Currently, there is no visibility in Analytics to identify or track inter-queue transfers, making it difficult to determine call flow paths (e.g., Reception queue to secondary queues). This feature would improve reporting accuracy and provide better insights into call routing, queue performance, and customer experience by clearly identifying transferred queue-to-queue call activity.
2 votes -
add all the KPI options to the table builder like total handle time and avg handle time
add all the KPI options to the table builder like total handle time and avg handle time
1 vote -
Add average handle time to business analytics' table section for users dashboard
Add average handle time to business analytics' table section for users dashboard
1 vote -
Add Job Title & Department as columns to Agent Details Dashboard Widget
Please include in the Job Title, and or Department user fields as column options in the Agent Details Widget of the Live Reports Dashboard.
2 votes -
Add a Widget for Call Logs to Live Reporting
I have multiple customers who would like the ability to see the real-time call logs as part of their live report dashboard. This is a feature offered in live reports of other UCaaS providers and third party integrations to RingCentral.
2 votes
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