190 results found
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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 -
Remove deleted users from Performance Reports
We would like the ability to remove or move deleted users from RingCentral's Performance Reports.
There are several users that have been deleted but are still showing in our performance reports. The icon says they will remain for 6 months but we would like for there to be a way to remove any of the tied information like department or groups. That way they no longer show up in reports they shouldn't be in.3 votes -
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 -
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
5 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 -
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
12 votes -
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 -
Analytics regarding Text Messaging/SMS
We need an analytics report for SMS messaging
35 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.
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 -
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 -
substitute caller id
The customer is requesting the ability to view Substitute Caller ID information within the reporting tools.
Currently, there is no available report that displays which Substitute Caller ID was used for outbound calls. This information is valuable for administrators and supervisors who need visibility into how calls are being presented to external recipients, especially in environments where multiple caller IDs are used for different departments or locations.
Adding a field in the reports to reflect the Substitute Caller ID used would improve transparency, support compliance needs, and assist in troubleshooting or auditing call activity more effectively.
1 vote -
RingEX platform - Agent status is unavailable when signed out
I've had confirmation from a support representative today that when a user logs out of RingEX their availability status doesn't change. As a result, we have odd live reports where people who are out of the office are 'available' within live reports when they are not physically available.
This is confusing for users monitoring live reports, there are ways around this as suggested below:
1. The user's defined business hours need to be changed to contrast with the Call Queue's business hours. Being unavailable outside of the user's business hours.
2. The user's Member and/or Queue Status within the Call…2 votes -
Call queue availability even I am signed out to all platform.
My extension still shows available in a call queue even though I forced logged out and I am not logged in to any RingCentral applications anymore.
I don't think it make sense that you would still be available if you are already logged out to all platforms. Kindly have that feature where if you are logged out to everything you should automatically be considered as unavailable, instead of just the DND feature.
1 vote -
Call Log Export Scheduling Options
RingCentral should offer the ability to schedule automated exports of call log reports at flexible intervals, including every 15 minutes, rather than being limited to hourly or daily schedules.
1 vote
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