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179 results found

  1. 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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  2. 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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  3. 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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  4. 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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  5. 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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  6. 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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  7. contacts

    ringcentral software automatically logs in when a contact is entered

    1 vote
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  8. 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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  9. 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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  10. 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
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  11. 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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  12. No outbound answered calls widget in LOB

    no widget showing answers to outgoing calls.

    1 vote
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  13. 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
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  14. 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
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  15. Audit Log from User Apps

    RC Support said that the Audit Logs only track changes from the Super Admin in the Admin Portal.

    It would be great to have the Audit Log track ALL activity in the Audit Logs to see what was touched by all users.

    2 votes
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  16. 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
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  17. 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
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  18. 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
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  19. 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
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  20. 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
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