16 results found
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Call should not be detected as missed if it was answered elsewhere
Call should not be detected as missed if it was answered elsewhere
67 votesWe have this problem in performance reports, but this is no more a problem in Business Analytics since Jan 2026.
In Business Analytics, we have a separate Call Result for Abandoned, Missed with VoiceMail, Missed without Voicemail, and Answered Elsewhere (for simultaneous ringing) w.r.t user dimension.
We have a BA dictionary explaining this -https://support.ringcentral.com/article-v2/Business-Analytics-data-dictionary.html?brand=RingCentral&product=RingEX&language=en_US
and soon in a couple of weeks we will publish a detailed knowledge base article on how to check metrics in business analytics and filter "answered elsewhere" calls.
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ringcx analytics historical report filter days
Add a filter days of the week e.g. Monday-Sunday in RingCX Analytics Historical report so that we could filter our the days that the business is close.
1 vote -
auto saving chat options in video meeting
we need an option to automatically save chats with ringcentral video meetings.
3 votes -
Have the ability to identify in the Performance Report which is a call and session
I wanted to be able to identify in the Performance Report which ones are the calls and session.
Specially my team is doing an outbound call, it would be helpful to know whether a call was under a session or an established call.
1 vote -
Have the tags report that includes the specific skill involved.
The tags report doesn't associate the specific phone skill with the tag. This is something we need.
1 vote -
Total time of outbound calls including calls that were answered and the calls that were missed or went to voicemail are combined/calculated.
We wanna have a filter/KPI on analytics performance report to show the total handle time of outbound calls wherein the the total time of the calls that were answered and the calls that were missed or went to voicemail including the ringing part are combined/calculated.
11 votes -
Ability for Users, User Groups and Call Queues to automatically be added to dashboard at point of creation
Would love to be able to select a dashboard to add a new user to at the point of creating the new user. This would update the dashboards without having to manually go and visit them and update them. The same could work for User Groups and Call queues. A non mandatory drop down would be great when creating these items.
1 vote -
reporting on missed call queue calls
Call queue abandonned calls: to be able to report specifically on the source (calling numbers). For each specific calling number, show:
- how many times this number called the call queue
- how many times they hung up while in the call queue or while the agent phones were ringing
- CRUCIALLY (this is the most important part , DID ANY AGENT IN THE CALL QUEUE EVER CALL THEM BACK?15 votes -
Correlating Inbound Queue calls with Outbound User Calls to identify reason for missed Inbound call.
In LOB we have no way of proving if an inbound call to the queue was missed due to the agent already being on an outbound call. Some kind of identifier which shows which agents were busy during the missed call event would be useful. If this could then identify that x number of calls were missed per time period that correspond to outbound activity by the user.
1 vote -
Please add the last work week option to Call Log Reports.
Please add the last work week option to Call Log Reports. I see that I can manually choose the dates, but there is no way to select the last work week. This means I have no way to subscribe to this report without manually changing the dates. Last work week is available in most other reports, just not an option in the call log report for some reason. Screenshot is attached.
1 vote -
filter that can simplify the report generated to easily read the business analytics report
I wish we have an option to simplify the reports showing per call and remove the actual flow where calls went through ( IVR > call queues), because when report is generated via email it is kinda hard to read out the reports due to multi journey showing up for single call, wish to add up a filter to limit those details for easier presentation
1 vote -
Support Monitored Calls in Business Analytics
When a call has been monitored, the call is no longer showing in Business Analytics.
6 votes -
Change the start date of Yearly Reports
Would like to change the start date of yearly reports in LOB to align with company financial year rather than calendar year.
1 vote -
Business Analytics - Any way to display call quantities that were blind transferred
In Business Analytics I'm trying to create a report that shows the number of calls that were blind transferred vs transferred normally (where the user puts the caller on hold, calls the person asking if they'd like to accept the transferred call, and if so only then do they transfer).
We're trying to get on top of staff using the blind transfer functionality.
1 vote -
Enterprise Portal Level Analytics for all Accounts
Enterprise Portal Level Analytics covering all accounts listed at the enterprise level. This would stop having to visit each account individually for Super Admins/Enterprise Admins to create reports and dashboards.
1 vote -
Increase Data Retention of Analytics
customers are requesting to increase data retention of analytics report"Our business heavily revolves around call volumes and frequency...if we can't get the data we need, then I'll need to have a discussion with our executive team into looking for a provider that will/can provide basic data for years prior...""how can we accurately forecast against historical data only looking back 6 months?"
114 votesPerformance Reports is a legacy product and will soon pave way to next gen Business Analytics. So we are not going to add features to performance reports any more.
In Business Analytics, there is an option to buy Pro which supports 1/2 or 3 yr of retention.
Here are all the details-https://support.ringcentral.com/article-v2/Differences-between-Business-Analytics-Essentials-and-Pro.html?brand=RingCentral&product=RingEX&language=en_US
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