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133 results found

  1. contacts

    ringcentral software automatically logs in when a contact is entered

    1 vote
    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  2. The ability to download the mapping on Performance Reports

    Currently the mapping is only visible for individual calls on the Performance Reports. When you download the report the mapping does not show. It would help if admins had the ability to expand the data as you can in the call log to see the actual path of each call in one downloaded report to share with management.

    1 vote
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  3. Mulit-Select filter in Performance Analytics

    In the Performace reports, under "calls" you have the ability to multi-select users, however you fail to be able to multi-select, Call Queues or the ability to select a user and a que is one or the other

    1 vote
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  4. Agent State log by agent, group of agents

    We'd like to be able run historical reports showing the same info as Download/Agent State Log - but with ability to filter run report using the following criteria :
    date/range of dates
    individual agent ID/list of agent ID's
    call center teams

    3 votes
    0 comments  ·  Live Reports  ·  Admin →
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  5. Rep Profile

    Have a rep profile for each person in the system. Their profile can contain a dashboard with an overview of their scores and how they are doing. Not just a singular call overview but how they are doing all together with features from the scorecards and trackers. This would allow us to view if there is an over all spot a rep is having a difficult time or improving over time.

    1 vote
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  6. No outbound answered calls widget in LOB

    no widget showing answers to outgoing calls.

    1 vote
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  7. Inbound Call Lead Tracker

    Call tracking will help customers drive better results from search and digital marketing. Call tracking measures how their channels, campaigns, ads, keywords, and website drive phone leads. This can help customers identify which website, campaigns, ads, or keywords are generating the most phone calls and driving the most leads.

    3 votes
    0 comments  ·  Live Reports  ·  Admin →
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  8. Call records in the RingCentral app should include timestamps for ALL calls received, not just those received on the day the query is run.

    Call records in the RingCentral app should include timestamps for ALL calls received, not just those received on the day the query is run.

    1 vote
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  9. First and Last Call Time reports

    Ability to see the first call and last call every person makes so we can see how soon after their day starts do they get on the phone and how close to the end of the day do they stop calling. This is partially available in analytics but you have to go one user at a time and sort by date/time and scroll through all their calls for the day. It would be nice for this to be available on the scheduled daily reports.

    2 votes
    0 comments  ·  Live Reports  ·  Admin →
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  10. Call User Note Feature to track call details / description in real time - for traffic management call centers

    Add a new column to Reports with link to a pop out note that can be fill up by the call center operators - describing the call description/categories, operator name, etc. This will help for call center reporting/management to track the calls details / specifics and not only the metrics.

    2 votes
    1 comment  ·  Live Reports  ·  Admin →
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  11. calls per user per day

    I'd like to be able to pull a month-to-date report of external calls per day for user. currently i can pull the call details for a specific period of time, but not a summary. i'd like to see a summary and be able to export it to excel.

    2 votes
    0 comments  ·  Live Reports  ·  Admin →
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  12. Generate report for %Missed (w/VM) with the source of the call in one tab

    % Missed (w/VM) is defined as "Percent of user’s inbound calls that were missed (including voicemails)." But it doesn't specify if the calls are to the queue or their direct number.

    3 votes
    0 comments  ·  Live Reports  ·  Admin →
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  13. Have the business analytics data auto refresh throughout the day so it can be kept up on a live screen and shared.

    Have the business analytics data auto refresh throughout the day so it can be kept up on a live screen and shared.
    Also have a hold queue update so we can see if their are guests on hold in real time.

    2 votes
    0 comments  ·  Live Reports  ·  Admin →
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  14. Abilit to show show call times for "call connected" & total outgoing calls made on Live Reports

    • basically all i want the live reports to show call times for "call connected" & total outgoing calls made
    1 vote
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  15. filter for recorded calls

    Create an analytics report data filter for recorded calls only.

    1 vote
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  16. missed call while

    Missed calls while/because user was on a call

    1 vote
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  17. Track how many calls were missed and how many were returned. What the users return % is and how long it took them to return the call.

    Track how many calls were missed and how many were returned. What the users return % is and how long it took them to return the call.

    1 vote
    0 comments  ·  Live Reports  ·  Admin →
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  18. Live Reports: Caller ID of queued calls.

    We can already see the amount of callers waiting in the queue but we are unable to see what their caller ID is. This would be a benefit in the event of a call drop/disconnection to be able to see if/when they call back in. It also allows for our agents to be aware of potential social engineering threats when someone repeat calls looking for a different agent.

    1 vote
    0 comments  ·  Live Reports  ·  Admin →
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  19. call park reporting in analytics

    have a call park reporting in analytics

    2 votes
    0 comments  ·  Live Reports  ·  Admin →
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  20. Customised hours

    Not enough rules for customising the times for the Call Volume and Service Level widgets.

    We only have a choice of hours, which is complicated when a service has hour-long breaks.

    As a result, the abandoned call rate is incorrect and so is the service level.

    1 vote
    0 comments  ·  Live Reports  ·  Admin →
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