177 results found
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Virtual Agent Reporting
We have a lot of pre-chat virtual agents running across many digital channels. Unfortunately it's impossible to reporting on the virtual agent activity anywhere within the current reporting suite especially the historical and live dashboards.
Just as we can see human agent activity i.e Number of connected chats, AHT et realtime reporting on the bots would support with identifying issue as they happen almost like a bot health checker where we can identify spikes - even giving us the ability to report on the standard agent metrics would be a good start.
1 vote -
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
12 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 -
Analytics report per user to be automatically created and sent to the user by email.
Analytics report filtered to a specific user's log of all incoming calls and outgoing calls to be automatically created and sent to the user by email to be available in each user's portal access. Right now, only admin can create this report and it includes everybody's call logs not just one user.
1 vote -
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.
1 vote -
A report that shows calls deflected from one queue to another, along with how many of those were answered and how many were abandoned
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.
2 votes -
Ability to clear stuck contacts in analytics Live Reports
Ability to clear stuck contacts in analytics Live Reports.
There are instances wherein our Live Report dashboard is showing call in queue for an excessive amount of time.
We confirmed that this was a stuck contact, but we do not have an option to clear or delete it.1 vote -
Employee Photos in Live Reports
The customer would like to have the option to add a photo of each employee beside their name in the Live Reports section. This feature would enhance user experience by enabling quick visual identification of employees.
1 vote -
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…
49 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.
1 vote -
Log On/Off from Queues
Any way we can log on/off members from the queue?
1 vote -
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 -
Ability to brand the performance reports with company logo
have our company brand on ring central performance reports
We would like to brand the performance reports with our company logo when exported to pdf
1 vote -
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.
1 vote -
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 -
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 -
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
11 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
4 votes -
Create Custom KPI's in the Analytics
Ability to create custom KPIs in the reporting/analytics module
1 vote -
Reporting that captures metrics displayed for the days of the week on one report
The ability to display a metric like Service level for each day of the week in one week periods or rolling 7 days. X axis would be day of the week (Sun-Sat) and Y would be service level. This reporting should also be duplicated in Historical Reports.
1 vote
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