249 results found
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Longest Idle visibility - Please create functionality that allows admins to view the order of the longest idle queue.
Please create the ability to monitor two important performance metrics. First, the ability to see the order of users in the Longest Idle queue, so as to know who is getting the next inbound call. Second, the ability to see amount of time a user has their app set to Do Not Disturb so as to assess user performance in regard to about of time they are available.
1 vote -
Live Reports - Call Queue Members - Different Charge
A different charge should be offered if a license is needed for call queue users on live reports. Since the users won't utilize the platform itself, it should not be the same as the live reports charge for the viewer.
3 votes -
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…
9 votes -
live reports agents status
Kindly consider this idea where users are showing available in live reports however they are offline when I check the status.
1 vote -
Have the ability to view Business Anayltics and Performance Reports on two different screens. Currently, info does not match.
Have the ability to view Business Anayltics and Performance Reports on two different screens. Currently, info does not match.
1 vote -
Category over time Widget Filters
Currently in the dashboard the Category over Time Widget it is mandatory to select the teams. We would like the option to select between, team. group , or Role. We currently have 112 teams but only 15 groups. Selection process would be much easier.
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.
3 votes -
ability to generate csv file in analytics per column
We would like to request an enhancement to the exported Excel reports from the Analytics platform. The goal is to improve readability and usability by organizing the data into a more intuitive and informative format that closely aligns with the operational needs of our teams.
When reports are generated via Excel, the layout should include the following columns in the specified order:
Dialed/Called Number (DNIS) – This should display the DID that the customer dialed.
To Name – Label or name associated with the queue or line.
Answered By (User Name) – The user/agent who answered the call.
Answered By…
5 votes -
Analytics - Company Phone numbers - Labels
- name that was set under phone numbers > all numbers not reflecting on labels under analytics on company numbers
- Numbers that were ported in showing those phone numbers as if they were deleted
1 vote -
Create Custom KPI's in the Analytics
Ability to create custom KPIs in the reporting/analytics module
6 votes -
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.10 votes -
Have a way to exclude internal calls, faxes, & missed calls from the #abandon calls on the performance analytics
Voicemail, faxes, & missed calls from the #abandon calls on the performance analytics. We want that this could be excluded from the #abandoned calls at the performance analytics KPI definitions
1 vote -
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.
3 votes -
Re-enable 90-day retention for HIPAA accounts where requested. Provide a secure, HIPAA-compliant option to store recordings beyond 30 days,
RingCentral's current policy for HIPAA-compliant accounts is a 30-day retention period for call recordings. This is an internal policy designed to minimize the risks associated with storing Protected Health Information (PHI). And not really to comply with Hipaa policies cause IPAA does not specify a universal data retention period for all types of protected health information (PHI). However, it does require covered entities to maintain documentation related to their privacy and security practices for a minimum of six years.
These capabilities are not currently available for HIPAA-compliant accounts. Since the 30-day retention is an internal RingCentral policy, only our developers…
7 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.
4 votes -
Calculate Ring Time, Hold Time, Live Talk Time from Call Log data
Ability to calculate the ring time, hold time, and live talk time from the call log. I'm trying to analyze individual calls and need help finding a reliable way to determine what the ring time and live talk time is from the call log data.
16 votes -
Live Report License Status
Be able to remove the historical data of users with removed live reports licenses in real time to avoid confusion.
2 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.
27 votes -
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.
3 votes -
Reports for adoption and usage.
A way for make scheduled reports for adoption and usage.
15 votes
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