36 results found
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Call Volume Live Dashboard
I would like to be able to see call volume dashboard, inbound and outbound, by day and by agent. I would also like a date range filter to easily compare call volume between specific dates.
7 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 -
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 -
Live Reports Data to show call queue member's state if logged in to Phone App or not
Live Reports should show the call queue member's state on the Phone App. When a user logs out from the application, Live Reports should show members state as "Unavailable" since the user is not logged in to the Phone App.
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 -
Analytics Report to show Ringing Timframe
Customer would like to include the ringing time to show in analytics as part of the reports.
3 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.
2 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.
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
1 vote -
Remove abandoned calls where someone hangs up at 8 sec or less
Want to have abandoned calls removed from report - any calls where someone hangs up at 8 sec or less prior to answer
1 vote -
Make report cover sheets consistent across PDF, XLS and CSV outputs
I created a simple report to list 911 calls made by employees in the last month. I can download .CSV and .XLS output from Live Reports, and schedule the report in Subscriptions and receive .XLS or .PDF format output by email. Both LiveReports and Subscriptions should provide the same output format options. Additonally, the output produced by all three are different. Those should also be consistent. The .CSV just includes the data, the .XLS includes the data in one tab and the selection criteria in another tab. That selection criteria tab lists all the locations and 16,000 users. The .PDF…
1 vote -
customize downloading call log reports
Wants to have a way to customize downloaded call log reports either detailed or simple.
1 vote -
Performance Report for Business Hours by week
we should be able to run performance reports by the week or by the month that "exclude" calls outside of business hours so you can truly report on calls that are received and handled within normal business hours vs all hours of the day. You can do this one day at a time but when trying to compile data over period of time, week, month quarter etc, would be nice to filter to include only calls received between this hour to that hour
1 vote -
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 -
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 fields1 vote -
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 calls1 vote -
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…1 vote -
Show how long a user has been in a current status
Good for Customer Service managers to see how long someone has been avaialable, on break, or not logged in. Live timing.
1 vote -
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 -
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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