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133 results found

  1. Performance report refresh rate

    There doesn't appear to be a way to set the performance report data to refresh more often than every hour

    7 votes
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  2. Provide

    Add reporting capacity to get more insight into transfers and to delineate cold vs warm transfers. To then be able to do the following based on that:

    1. Generate reporting on the total numbers of each.
    2. Generate reporting on the percentage of each in comparison.
    3. Generate reporting on the percentage of total call volume.
    4. Generate reporting on how many transfers customers experience with the ability to highlight above an indicated threshold.
    5. Facilitate insight into if an agent is shunting calls and highlight other undesirable behaviors or customer experiences to facilitate coaching or remediation.

    Currently, there is only the ability to look…

    5 votes
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  3. Add a Report for Blocked Calls

    Add a Report for Blocked Calls

    1 vote
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  4. All filters should be available in every report. Also, let’s add more detailed columns, like wait time and ring time, in the performance re

    Please ensure that all filters are available across all reports to improve data accessibility and usability. This will allow users to customize their views based on specific criteria, making it easier to analyze the data effectively.

    Additionally, incorporating more detailed columns in the performance report, such as wait time and ring time, will provide valuable insights into our operations. Understanding these metrics will help us identify trends and areas for improvement in our performance.

    1 vote
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  5. Live reports license availability statement

    You are currently able to view licenses that are assigned to an individual within the Live Reports licenses section, but not unique users who may have logged in to view a dashboard, and not be a named user.

    It would be helpful to have a point-in-time statement of which unique users have also used a Live reports license during the customer's billing month to assist the customer in knowing whereabouts they are in terms of available licenses.

    4 votes
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  6. In live call report we need colomn of total number of calls

    In live call report we need colomn of total number of calls

    1 vote
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  7. outbound live staff

    Make the live report available to all users on dial pad next to hud, I need my staff to see how many outbound /inbound calls they have made all the time to meet expectations by end of the day.

    1 vote
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  8. let each user see their own live report

    the ability for each individual user to see their own live report so they could track their own progress toward goals without looking at everyone else's calls

    1 vote
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  9. Show total calls

    I have a column of the number of Inbound and Outbound calls, yet i need to look and calculate and add them to see Total Calls.

    I simply want a column that shows total calls (in & Out) Live reports - Agent View

    3 votes
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  10. Ability to see when zero calls were made

    Ability to download a report which contains calls per day in order to see what days have zero or few calls. Right now I can only seem to find reports that show total calls per month, but does not break it down by day.

    2 votes
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  11. Add Calls that end in a forward to the reports

    The ability to view reports of calls ending in a forward. For example: You already have "answered" "Missed" ect. It would be really nice to have a report showing that a call ended in a forward and which number it was forwarded to. Use Case: We pay an answering service for after hours and I want to see how many calls were forwarded to this external number to compare our bill from them at the end of the month. Or even if a call has an internal forward. Right now, it just shows that the call ends with no result.…

    2 votes
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  12. Make report cover sheets consistent across PDF, XLS and CSV outputs

    I created a simple report to list 911 calls made by employees in the last month. I can download .CSV and .XLS output from Live Reports, and schedule the report in Subscriptions and receive .XLS or .PDF format output by email. Both LiveReports and Subscriptions should provide the same output format options. Additonally, the output produced by all three are different. Those should also be consistent. The .CSV just includes the data, the .XLS includes the data in one tab and the selection criteria in another tab. That selection criteria tab lists all the locations and 16,000 users. The .PDF…

    1 vote
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  13. Tracking Idle Time

    In live reports it would be helpful to see the amount of idle time between phone calls.

    3 votes
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  14. consult calls

    Need the ability to report out on consult calls. Similar to the data download transfers report, showing the same data original skill, original agent, consult skill, consult agent and so on.

    1 vote
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  15. Create a report which will provide user in queue informatiom -

    Create a report which will provide user in queue informatiom -
    This will proved information on when a user is in a queue and available to take calls

    1 vote
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  16. Real-Time Agent Status Notifications

    Currently, the Live Report in RingCentral's analytics portal offers a valuable overview of agent activity. However, it requires active monitoring and refreshing to stay updated on changes in agent status.

    I propose adding a real-time agent status notification system that provides immediate, visual alerts within the portal whenever there's a change in an agent's status. This would include notifications for:

    Agent becomes available: A notification pops up when an agent finishes a call or becomes available to take calls from the queue.
    Agent goes on queue: An alert appears when an agent activates their queue status, indicating they're ready to…

    1 vote
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  17. Generate reports for call quantity by specific producer groups - sales vs. Service team

    We have a sales team and service team and need call reports specific to each group. Current reporting parameters is for the whole agency, and we need to be able to break these reports by producer and group.

    1 vote
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  18. extract all external call data

    Extract all external call data. Data to show users and queues and all other information.

    1 vote
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  19. We need reporting for prior 12 months! Year over Year data would be incredible.

    We need reporting for prior 12 months! Year over Year data would be incredible

    4 votes
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  20. Reporting Enhancement: Add categories for type of inbound calls to MVP queues.

    Reporting Enhancement: Inbound MVP: Add categories for type of call for MVP queues. This will allow us to to understand the types / reasons for inbound calls

    3 votes
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