765 results found

1. Agent SOA (speed of answer) buckets

   Allow the ability to put Agent SOA into buckets to measure the number of rings an agent answers a call rather than relying on the average. I can create this report, but I need to export and manipulate the data.

   18 votes

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2. Bulk updating/copying Business Analytics dashboards

   I would like to be able to edit the table for the default dashboard (queues, users, etc.) and be able to apply that as a template to selected "My dashboards."  I have over 200 dashboards and subscriptions, so making a change to this table and applying it to all of my dashboard is very time-consuming. The ability to bulk update is desired.

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   7 votes

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3. Access call log of other extension via the RingCentral app

   "We require a configuration that allows selected team members to monitor the call activity/log (made and received) of other account extensions. This visibility must be accessible within the standard RingCentral app interface, bypassing the need for admin portal access."

   4 votes

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4. Call Queue Callback Details (Call Queue Booster)

   The customer is requesting a reporting solution to track missed, successful and unsuccessful callback attempts across available reporting tools. They need visibility into failed callbacks to identify customers who were not reached and follow up accordingly .

   This capability is currently on the roadmap for late Q3/early Q4. Customers who already have Call Queue Booster will not need to purchase the Pro license to access this functionality.

   5 votes

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5. Shared contacts

   Hello Team,

   I’d like to submit a feature request on behalf of a customer who is using the Shared Contacts Directory feature.

   Request:
   Enable users (particularly Super Admins) to manually edit or delete individual contacts in the Shared Contacts Directory directly through the Admin Portal—without the need to download, modify, and re-upload the entire Excel file.

   Background:
   The customer is an IT partner currently setting up a new RingCentral account for a small business. He expressed concern over the current process, as it is inefficient and inconvenient, especially for smaller teams that need to make quick changes to individual entries.

   The ability to directly edit or remove specific contacts within the Admin Portal would streamline the user experience and bring the system more in line with standard administrative expectations.

   Impact:
   Implementing this feature would:

   Improve usability for IT partners and administrators

   Reduce time and effort spent on routine contact management

   Enhance the overall customer experience, particularly for small businesses

   Please let me know if further details are needed. Looking forward to this being considered for future development.

   Hello Team,

   I’d like to submit a feature request on behalf of a customer who is using the Shared Contacts Directory feature.

   Request:
   Enable users (particularly Super Admins) to manually edit or delete individual contacts in the Shared Contacts Directory directly through the Admin Portal—without the need to download, modify, and re-upload the entire Excel file.

   Background:
   The customer is an IT partner currently setting up a new RingCentral account for a small business. He expressed concern over the current process, as it is inefficient and inconvenient, especially for smaller teams that need to make quick changes to individual entries.

   … more

   33 votes

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6. Access to the call transcript of other extensions

   Configure permissions to allow the Super Admin role to access, review, and download call transcripts by other user extensions

   3 votes

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7. wrap-up

   After finishing an incoming call from a queue, the agent needs to have the ability to end the wrap-up time early to put themselves back in the queue.

   32 votes

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8. Performance Reports - SLA calculation

   Issue:

   Managers using Performance Reports in the RingEX Analytics page have reported that queues with zero calls received are currently displayed with an SLA of 0%.

   When a queue has no calls received, there are also no calls answered, abandoned, or processed within or outside the SLA threshold. In this scenario, the SLA calculation effectively results in 0 ÷ 0, which mathematically has no defined result. However, the system currently displays the SLA as 0%.

   Business impact:

   Displaying 0% SLA for queues with no call activity negatively affects the overall SLA reporting for the department.

   Managers may interpret the 0% value as a failure to meet the SLA, even though the queue received no calls and therefore had no opportunity to meet or fail the SLA requirement.

   This can also skew aggregate or overall SLA percentages when zero-volume queues are included in the calculation, resulting in an inaccurate representation of the department's actual service-level performance.

   Expected improvement or behavior:

   When a queue receives zero calls during the selected reporting period, the system should not negatively impact the SLA calculation.

   The preferred behavior is for the queue to display an SLA of 100%, as there were no calls that failed to meet the SLA requirement.

   Alternatively, if 100% is not appropriate for a zero-volume queue, the system should display the SLA as N/A and exclude the queue from the overall SLA calculation.

   Most importantly, queues with zero eligible calls should not be treated as 0% SLA or negatively impact the department's overall SLA performance.

   Issue:

   Managers using Performance Reports in the RingEX Analytics page have reported that queues with zero calls received are currently displayed with an SLA of 0%.

   When a queue has no calls received, there are also no calls answered, abandoned, or processed within or outside the SLA threshold. In this scenario, the SLA calculation effectively results in 0 ÷ 0, which mathematically has no defined result. However, the system currently displays the SLA as 0%.

   Business impact:

   Displaying 0% SLA for queues with no call activity negatively affects the overall SLA reporting for the department.

   Managers may interpret the 0%… more

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9. Expanded Business Analytics Access for Call Queue Managers

   Description:
   Allow managers to access Business Analytics reports for users or call queues outside their assigned queue without requiring Super Admin privileges.

   Current Limitation:
   Only Super Admins have full visibility across all users. Managers are limited to the users within their assigned call queues.

   Requested Enhancement:
   Add more granular Business Analytics permissions so admins can grant managers broader or specific reporting access without giving them full Super Admin access.

   Benefit:
   This would allow managers to monitor multiple teams or queues while maintaining appropriate security and role-based access controls.

   2 votes

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10. Hi, Could we have an option to download the Business Analytics reports in a pdf and excel format the same as the Performance reports?

    Hi, Could we have the option to download the business analytics reports in both a pdf and excel format the same as the performance reports? Currently there's only an excel option.

    19 votes

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11. Consolidate Redundant "After Call Work" (ACW) States in Agent Reporting

    RingCX reporting currently logs redundant entries for a single "After Call Work" (ACW) session; this should be updated to match the single, continuous state shown in the Agent UI.

    Currently, submitting a call disposition while in ACW triggers a new, duplicate ACW state in Agent State Change Raw and Agent States Transition reports, despite the Agent UI treating the entire post-call process as one continuous session with an uninterrupted timer.

    These duplicate entries skew agent state transition metrics, forcing supervisors to parse through the data and undermines confidence in workforce management decisions.

    Proposed Solution
    Update the user-facing reports to merge contiguous, post-call ACW events into a single state change, ensuring the reporting data accurately reflects the single-state Agent UI experience.

    RingCX reporting currently logs redundant entries for a single "After Call Work" (ACW) session; this should be updated to match the single, continuous state shown in the Agent UI.

    Currently, submitting a call disposition while in ACW triggers a new, duplicate ACW state in Agent State Change Raw and Agent States Transition reports, despite the Agent UI treating the entire post-call process as one continuous session with an uninterrupted timer.

    These duplicate entries skew agent state transition metrics, forcing supervisors to parse through the data and undermines confidence in workforce management decisions.

    Proposed Solution
    Update the user-facing reports to merge… more

    4 votes

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12. Customer Visibility into Outbound Call Failure Diagnostics

    Summary
    Provide administrators and support personnel with access to outbound call diagnostic logs that indicate where a call failed (e.g., RingCentral platform, partner carrier, or destination carrier/network) and the associated SIP response or failure reason.

    Business Need
    Customers frequently encounter outbound calls that result in intercept or congestion messages. Currently, they must contact RingCentral Support to determine whether the issue originated within the RingCentral network or was caused by a downstream carrier. Providing greater visibility into call failure details would enable customers to perform initial troubleshooting independently and reduce support interactions.

    Requested Functionality

    Display the call failure point within the Call Log or Analytics portal.
    Show the SIP response code and a user-friendly explanation (e.g., "Rejected by destination carrier," "Destination network unavailable," or "Blocked by receiving carrier").
    Identify whether the failure occurred within the RingCentral platform or after the call was handed off to a partner or destination carrier.
    Allow administrators to export or download these diagnostic details for troubleshooting and recordkeeping.

    Benefits

    Reduces time to identify the source of outbound calling issues.
    Enables customers to distinguish between RingCentral platform issues and external carrier/network issues.
    Decreases support case volume for outbound call investigations.
    Improves transparency and customer confidence during troubleshooting.
    Accelerates resolution by allowing customers to engage the appropriate carrier when necessary.

    Use Case
    A customer experiences outbound calls that receive intercept or congestion messages. By reviewing the call diagnostics in the portal, the administrator can immediately determine whether the call was successfully routed through RingCentral and rejected by the destination carrier, eliminating the need to open a support case for initial verification.

    Summary
    Provide administrators and support personnel with access to outbound call diagnostic logs that indicate where a call failed (e.g., RingCentral platform, partner carrier, or destination carrier/network) and the associated SIP response or failure reason.

    Business Need
    Customers frequently encounter outbound calls that result in intercept or congestion messages. Currently, they must contact RingCentral Support to determine whether the issue originated within the RingCentral network or was caused by a downstream carrier. Providing greater visibility into call failure details would enable customers to perform initial troubleshooting independently and reduce support interactions.

    Requested Functionality

    Display the call failure point within the… more

    2 votes

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13. Answer % for Outbound call - Anlaytics

    There is currently no “answered call percentage” metric for outbound calls. All outbound calls are treated as connected once placed, which does not reflect whether the call was actually answered.

    Gap
    This limits visibility into true customer engagement and outbound performance.

    Proposed Solution
    Introduce an Outbound Answered Call Percentage metric:

    Definition:
    Answered outbound calls ÷ total outbound call attempts × 100

    Requirements

    Differentiate between answered, voicemail, and unanswered calls
    Include in reporting and dashboards
    Align definition clearly with existing inbound metrics

    Value
    Provides more accurate insights into outbound effectiveness and agent performance.

    2 votes

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14. Have a monthly breakdown of monthly results if the date range selected is by year

    For example, if the admins want to get the total number of calls for the year 2025, the analytics will provide the overall total for the entire year. However, the customer also wants a monthly breakdown showing the total number of calls per month.

    9 votes

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15. Add Total Call Minutes Summary
    6 votes

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16. Expanded Business Analytics Access for Call Queue Managers

    Feature Request Description

    We would like to request an enhancement to Business Analytics that allows administrators to grant managers access to analytics reports for users outside of their assigned call queue, without requiring them to have the Super Admin role.

    Currently, only Super Admins have full visibility and access to Business Analytics reports across all users. Managers assigned to specific call queues appear to have their visibility limited to the users within their assigned queue.

    Business Need

    Organizations often assign managers to specific call queues while still requiring them to monitor and analyze performance across multiple teams, queues, or users. Requiring a manager to have Super Admin access solely for reporting purposes may provide more administrative privileges than necessary.

    A more flexible permission model would allow organizations to maintain appropriate administrative controls while giving managers the reporting visibility they need to perform their responsibilities.

    Requested Enhancement

    Please consider adding a Business Analytics permission that allows administrators to:

    Grant managers access to Business Analytics reports beyond their assigned call queue.
    Select specific call queues, users, departments, or groups that a manager can view.
    Allow managers to have broader read-only analytics access without granting full Super Admin privileges.
    Maintain the existing role and administrative restrictions while providing more granular analytics permissions.
    Example Use Case

    A manager is assigned to Call Queue A, but they are also responsible for monitoring the performance of Call Queues B and C. They need access to Business Analytics reports for agents across all three queues.

    Under the current permissions, the manager may need Super Admin access to obtain this broader visibility. This creates an unnecessary gap between the manager's operational responsibilities and the available reporting permissions.

    Expected Benefit

    Providing granular Business Analytics permissions would:

    Give managers the visibility needed to effectively manage their teams.
    Reduce the need to assign Super Admin privileges solely for reporting purposes.
    Improve security by supporting the principle of least privilege.
    Provide organizations with greater flexibility when configuring roles and reporting access.
    Make Business Analytics more useful for organizations with multiple call queues and management teams.
    Suggested Feature

    Introduce a custom Business Analytics access/visibility permission that can be assigned independently from the Super Admin role, allowing administrators to define the scope of reports a manager can access.

    Feature Request Description

    We would like to request an enhancement to Business Analytics that allows administrators to grant managers access to analytics reports for users outside of their assigned call queue, without requiring them to have the Super Admin role.

    Currently, only Super Admins have full visibility and access to Business Analytics reports across all users. Managers assigned to specific call queues appear to have their visibility limited to the users within their assigned queue.

    Business Need

    Organizations often assign managers to specific call queues while still requiring them to monitor and analyze performance across multiple teams, queues, or users.… more

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17. Track performance reports usage of users.

    It would be great if we could track whether our users are still using the reports under Performance Reports or if you're seeing any traffic under Business Analytics from our users.

    2 votes

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18. Audit trail should have traces of changes made to the account

    Audit trail should have traces of changes made to the account. Right now is designed primarily to track account-wide, administrative configuration changes made via the Admin Portal

    But it would be better if it will show all the changes including who deleted certain messages, What changes have been made and who made the changes and any other changes made by user or any admin.

    2 votes

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19. Preserve SMART ACR Consent Rules Across Call Park & Retrieve

    🛑 Problem Statement & Admin Portal Gap
    When an automatic call recording rule (SMART ACR) suppresses recording due to two-party consent regulations (e.g., California state law), parking and retrieving the call breaks the consent rule, causing unconsented automatic recording to initiate.

    🔍 Root Cause & Admin Portal Limitation
    Observed Behavior:

    A call connects to a number in a two-party consent state; SMART ACR correctly disables automatic recording.

    The call is placed on a Park Location / Extension.

    Upon retrieving the call, the system initiates a new recording session based on default ACR settings, overriding the original SMART ACR suppression.

    Admin Portal Gap:
    Currently, administrators cannot configure SMART ACR settings for Park Location extensions.

    Navigation Path: Auto Receptionist > General Settings > Main Site > Call Recording > Automatic Call Recording > Extensions to Record

    The Gap: Park Extensions are missing from the "Extensions to Record" list. Because SMART ACR rules cannot be explicitly assigned or applied to Park Extensions, the system fails to maintain two-party consent rules once the call is parked and retrieved.

    💡 Proposed Solution
    Ensure SMART ACR rules either persist across call actions or can be explicitly applied to Park Locations in the Admin Portal:

    Session Context Persistence (Recommended): Update system logic so that parked calls inherit and preserve the original session's SMART ACR policy upon retrieval, preventing unconsented recording regardless of the Park Extension's settings.

    Admin Portal UI Enhancement: Add Call Park Extensions to the list of selectable extensions under Extensions to Record in the SMART ACR settings, allowing admins to explicitly enforce consent policies on parked calls.

    Business & Legal Impact
    Legal Risk: Unintentional recording of calls involving two-party consent jurisdictions creates significant exposure under state privacy laws.

    Compliance Assurance: Prevents accidental, illegal recordings during complex call transfers and parks.

    Admin Control: Gives system administrators full visibility and control over recording policies across all extension types, including Park Locations.

    🛑 Problem Statement & Admin Portal Gap
    When an automatic call recording rule (SMART ACR) suppresses recording due to two-party consent regulations (e.g., California state law), parking and retrieving the call breaks the consent rule, causing unconsented automatic recording to initiate.

    🔍 Root Cause & Admin Portal Limitation
    Observed Behavior:

    A call connects to a number in a two-party consent state; SMART ACR correctly disables automatic recording.

    The call is placed on a Park Location / Extension.

    Upon retrieving the call, the system initiates a new recording session based on default ACR settings, overriding the original SMART ACR suppression.

    Admin… more

    1 vote

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20. Account-Wide Extension Call Routing Report

    Requesting the ability to generate a comprehensive report that provides call routing details for all extensions within an account. The report should include key routing configurations such as call handling rules, forwarding settings, queue memberships, IVR paths (if applicable), ring order, overflow destinations, and failover routing.

    This feature would eliminate the need to manually review each extension’s configuration individually in the Admin Portal. It would significantly improve efficiency for administrators and support teams by enabling faster auditing, troubleshooting, documentation, and validation of call flow setups across the entire account.

    3 votes

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