144 results found
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Need Unique count for Outbound calls
We need a count of unique contacts or numbers dialed. It must be unique to show how many different numbers were dialed per period (day, week, month, etc...) Not only the amount of outbound calls but unique numbers dialed.
1 vote -
Report number of licenses used by each department for service chargeback
There needs to be a way to report the number of licenses used grouped by department. Our agency uses a chargeback model for services, and we need to have a way to report to departments what their expected monthly costs are by license usage.
2 votes -
Filter Users By Site in Analytics Performance Report
One of the filters in the Performance Report is Sites. While selecting the site, it changes the KPIs, but does not filter down the user list to the members of that site. Site Filters should change the entire report, not just one section.
5 votes -
Add a Report for Blocked Calls
Add a Report for Blocked Calls
3 votes -
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.
3 votes -
Save option for reports in Business Analytics tab in Analytics report portal
It is easy to save a particular report in Performance Reports tab in Analytics portal since I don't need to go back and filter the specific date that I want to look for but instead I can just save and no need to filter the date again. Must have the same option under Business Analytics tab since the only option there is either subscribe or download.
1 vote -
Business Analytics - Refused Calls
The current Business Analytics dashboard doesn't have Refused Calls
3 votes -
Live Reports on Wallboard direct weblink
We recently converted from Mitel and used Brightmetrics for reporting. We were able to create weblinks for the wallboards and unlike RingCentral, we didn't need to log in to view Live Reports. With RingCentral we now need to log into an account to view the wallboards and this makes it difficult to display them on a smart TV.
2 votes -
Analytics Abandoned calls
According to the description of Abandoned calls are calls that started waiting in the queue but were hung up before the call was answered or went to voicemail.
Customer requesting to separate the "hung up before the call" and "went to voicemail" on the Reports.
5 votes -
call score
Quality of Service: difficult to "identify poor quality of calls", as the call score is not listed in the download report - see attached. ....
6 votes -
REFUSED Calls vs ANSWERED Calls, 1 call should not be marked twice
REFUSED Calls vs ANSWERED Calls, we don't know how many calls out of the REFUSED Calls were actually ANSWERED unless we look into the Call Logs and go through each and every call and count REFUSED Calls that were actually ANSWERED. 1 call should not be marked twice, 1 as REFUSED and 1 as ANSWERED, this creates a lot of doubts when reporting.
2 votes -
Add "Average Outbound" Metric to Reporting
Description: We would like to request the addition of a new metric in the reporting system to calculate the average outbound over a specified period (e.g., the past six months). This feature is essential for tracking agent performance and improving operational efficiency. Currently, this specific metric is not available in the reports.
The new metric should allow users to easily pull the average daily outbound, excluding weekends, along with other existing metrics such as inbound talk time and dials made. This would be a valuable addition for teams looking to analyze agent performance and productivity more accurately.
1 vote -
Develop reporting t determine incoming calls are coming from google ads versus organic or direct calls
Develop reporting to determine incoming calls coming from google ads versus organic or direct calls
1 vote -
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 -
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 -
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 -
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 -
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 -
1 vote
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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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