233 results found
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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 -
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.
10 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 -
Retrieve Report from the system was established up to the current date
Retrieve Report from the Contact Center was established up to the current date
1 vote -
Make Analytic reporting downloadable.
It would be helpful to make the Live Reports, and other Analytic Reports and Dashboard data downloadable.
2 votes -
ACW/Wrap up timer not showing in Live Reports
Live Reports ACW/Wrap up timer not showing
For the wrap up response, there is no sub-status or timer on Live Reports when a specialist is in wrap up. Unavailable is the only status we see - nothing to specifically indicate wrap up.
1 vote -
Analytics on AI Receptionist
In the Analytics part of the AI Receptionist, it should also show how many calls are being transferred to an extension, eternal number and such so. Currently, we are only getting it in call history. But to track the details, we should be able to get it under Analytics.
1 vote -
Detailed user login history and last login time report
Ability to extract detailed user login history and last login time report.
4 votes -
Please include the option in the analytics reports to filter by the IVR numbers dialed by customers.
Please include the option in the analytics reports to filter by the IVR numbers dialed by customers.
8 votes -
Performance Reports for Message-Only Extensions
Include Message-Only Extensions in performance reports for analytics.
16 votes -
ACE My Reports - Auto Report Deletion of expired reports
Within ACE, MY REPORTS, expired reports (one-time) should auto delete upon expiration. The report is expired, I cannot retrieve it, why should I have to manually delete the notification?
1 vote -
Average call back time and frequency of unaccepted call back request
Live reports should should the average call back time request and we should identify users that don't accept call back request, especially for longest idle or in order.
As well, for call back request, it should have a different routing to specific people. It should have the option which routing compared to when receiving call queue calls.
1 vote -
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.
1 vote
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