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166 results found

  1. Fax Reporting

    I would like to be able to pull history reports for everyone's faxes for the last year and see if they included a cover letter, who it was sent to, and time in a detailed report.

    8 votes
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  2. Add a Report for Blocked Calls

    Add a Report for Blocked Calls

    2 votes
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  3. Analytics Report to show Ringing Timframe

    Customer would like to include the ringing time to show in analytics as part of the reports.

    4 votes
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  4. give option a user to access call logs for particular users

    give permission a user to access call logs just for particular extension

    5 votes
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  5. Business Analytics - Refused Calls

    The current Business Analytics dashboard doesn't have Refused Calls

    2 votes
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  6. rolling 30 day report

    I'd like to be able to generate a 30-day rolling report in the date range field as a selection, "Last 30 days". Currently it only has "Last Month" or "This Month".

    1 vote
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  7. Make Call Log Report Viewable On Screen

    When you download a detailed call log report to a .csv file, you get A LOT more data and info than you do when you view the exact same report on the screen. You have to download it to actually get the data. Please fix this. You should be able to set your filters and see the data on screen, and THEN download it if you so choose. Instead, you get a small sample on screen and no indication that there is a lot more in the download file.

    1 vote
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  8. If there is possibility to have separate option tab for caller who , missed calls Hang up ,missed calls Left voicemail, missed calls.

    If there is possibility to have separate option tab for caller who missed calls Hang up ,missed calls Left voicemail, missed calls. so they can easily filter that options in the admin portal.

    9 votes
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  9. Send Subscription report twice a day

    We want to have each sales rep emailed their call count report TWICE per day--once at noon for their morning call count, and once more at 4pm with their afternoon call count.

    2 votes
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  10. Park off / transferred calls should consider as answered calls

    please create an analytics where all answered call including parks off/transferred will be counted as answered calls. Since Transferred calls/ park on was considered as inbound calls, it should also count as answered by the next agent

    1 vote
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  11. Would like the ability to determine if the sales rep or customer hangs up the phone on a call.

    1 vote
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  12. Ability to see the call details down to the seconds

    Would like to see the ability to see call details down to the second for more precise troubleshooting. For example, we can see a call comes in at 8:01AM but we're unable to find how many seconds after 8:01. I would like to see this broken down to 8:01:34 AM for example.

    1 vote
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  13. customize downloading call log reports

    Wants to have a way to customize downloaded call log reports either detailed or simple.

    2 votes
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  14. Performance Report for 1 -Year

    extend the time range for 1 year or more instead of 6 month period

    1 vote
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  15. Provide a report which breaks calls received to a queue by set time frame

    Generated report provides in increments (i.e 7:00 to 7:59, 8:00 to 9:00, etc)
    1. Calls taken by a users
    2. total calls received
    3. length of calls
    4. Possible custom fields

    2 votes
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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…

    2 votes
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  17. reports in analytics Upper and Lower Controls - Cost per Agent Hour

    Productivity/Occupancy of CSR: how many hours of their 7 hour shift they are in calls (per CSR).
    - Upper and Lower Controls
    - Cost per Agent Hour

    2 votes
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  18. 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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  19. 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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  20. 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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