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  1. The customer wants to have the talk time duration accurately on the Analytics, whether separately or combined outbound and inbound.
    Should have hold and transferred call duration correct for two users.
    Also, if agent 1 transfers a call to agent 2, talk time should be 5 mins for agent 1 and 5 minutes for agent 2.

    2 votes

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  2. I understand your frustration. It seems inconvenient to have to manually make yourself inactive each time you close the app. I agree that it would be more convenient if this process were automatic. Have you checked if there is a manual available for optimizing the settings on your computer and iPhone? It might provide some helpful information.

    2 votes

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  3. Add the option to select multiple users in managing call logs in the reports.

    3 votes

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  4. We would like to be able to share a user's direct number as a caller ID with other users.

    2 votes

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  5. This option is available in Live Reports so it should be available too in Performance Reports.

    2 votes

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  6. When running the KPI for abandoned and refused calls, there is no option to drill down to see which extensions it is tagged from

    4 votes

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  7. Need to Have a Separate Filter in Performance Report for Internal outbound call and External outbound calls, Currently the External calls are combined for Inbound and outbound External calls, and Internal Calls are only for outbound internal calls

    3 votes

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  8. we would like the ability to run a user report that could breakdown the following user stats related to availability in call queues, measured in total time:- on a call- idle (user available but not on a call)- DND

    12 votes

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    Under Review  ·  3 comments  ·  Other  ·  Admin →
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  9. I noticed that there is an option on the analytics page wherein there is a count and percentage of Missed calls but it's only with voicemails, I'd like to have a metric that includes missed calls for those that didn't leave a voicemail or "Refused calls", especially for those inbound calls.

    5 votes

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  10. Hello Team,

    Customer is requesting if he could view all the call logs on the RC app that includes not only his extension but the other extensions and external transfers. Just like the Call log that you can find when you access the reports in the admin portal. He mentioned it will be more accessible for him to have it on the app instead of accessing it on the admin portal since he is always working on the field and has no access to a desktop.

    3 votes

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  11. I hope that we have the option to customize the tabs we have from the Analytics, like changing the color for each tab, which can help us determine the tabs quickly.

    4 votes

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  12. Implement a way for Analytics users to also access call recordings. For example: if a manager needs to access the call recordings from a DR's (Direct report) extension, they have to log into the RingEx portal, search for that DR's extension/name and then access the recordings there.

    2 votes

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  13. To have a detailed call journey report on call queue calls wherein it shows the current status of the call queue members while the call is waiting in the queue. To also show if the pending caller on the call queue during that time has been transferred to the overflow call queue if a) already the 6th caller if the number of callers allowed in queue is 5; b) Reached the maximum wait time; c) No call queue members available during that duration. Can be added to the call details when clicked on Performance Report > Calls. Or it should…

    4 votes

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  14. The customer wants to have an option where RingCentral can provide a report if a call queue needs more call takers/member

    2 votes

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  15. The customer has an idea of being able to call a park to a specific extension.

    2 votes

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  16. Customer wanted to be able to check the reason why calls are getting dropped.

    9 votes

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  17. When filtering call information, its helpful to see the KPIs for Outbound calls as well.

    4 votes

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  18. There should be an option wherein we can search for the most called hours for that month or week, because we are aiming to know on which hour do we have most call volume for the purpose of availability of schedules.

    4 votes

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  19. I need report capability from an IVR menu to see which key presses callers are hitting and would like the following information: # of incoming calls, duration of call, missed calls. Example from my Main IVR menu we have multiple locations - each location has a key press and then a sub menu. I want to see rom my total number of calls daily - what % of calls are going to each location. Then the same thing from my Sub menu IVRs.

    19 votes

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    Planned  ·  0 comments  ·  Other  ·  Admin →
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  20. Request to remove the option for the users to delete call logs and recordings on the account.The customer does not want standard users to have access to call logs and recordings, They should not have the option to delete call logs as well. Only the Super admin should have access.

    2 votes

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