220 results found
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give option a user to access call logs for particular users
give permission a user to access call logs just for particular extension
6 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 -
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
9 votes -
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 -
In live call report we need colomn of total number of calls
In live call report we need colomn of total number of calls
3 votes -
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 -
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 -
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
2 votes -
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
5 votes -
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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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 fields2 votes -
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 -
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 Hour2 votes -
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.…
3 votes -
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:
- Generate reporting on the total numbers of each.
- Generate reporting on the percentage of each in comparison.
- Generate reporting on the percentage of total call volume.
- Generate reporting on how many transfers customers experience with the ability to highlight above an indicated threshold.
- 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 -
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
6 votes -
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 -
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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