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679 results found

  1. Ability to generate if the queue needs more member

    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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  2. Ability to check possible reason why calls are getting dropped

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

    9 votes
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  3. Customized Analytics

    Add the time spent on DND (per user), calls transferred between specific departments (from admin to sales) and unsuccessful call transfers (if possible, between specific departments) on the reports

    2 votes
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  4. Improve the Call Records Reporting

    In Business Analytics, the Call Records default dashboard in the Business Analytics page does not have the same information as the Call Logs report. For example, it's missing calls and it doesn't report the forwarded numbers. All data, regardless of reporting tool, should tie-out.

    1 vote
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  5. different export file formats for the same report gives different data - what shouldn't be

    If we download a performance report in Excel format there is the Session ID in first column but as we have a huge amount of call data (i.E. for month or quarter), the CSV format is the only way we can handle that. But here is where things got worse: if downloading the same report as CSV, the session-ID is missing. It would be very nice if the same report gives the same data regardles which file format you choose. This is a bit annoying. There was also a Case open to this with the reaction: "Thank you for your…

    14 votes
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  6. Filter by Call Direction in Performance Reports - Call Details

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

    4 votes
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  7. I noticed when I set filters on a widget particularly the rows.The changes does not reflect after I save my changes.

    1 vote
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  8. Option to come up with the most called hours.

    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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  9. Better texting options

    Currently ring central does not allow everyone in the office to have access to text message to main phone number. We only have one phone number the customers call and text. All employees need to have access to reply to those text messages coming in. currenly only one extension can reply to those text message. we need all extensions and everyone in the office to be able to reply to those messages

    1 vote
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  10. call queue call pick up

    Ability to see the missed calls for call pick up under call queue

    1 vote
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  11. View only mode in Business Analytics

    Please create a view-only mode for Business Analytics for the dashboard owners (similar to the View Only mode in Live Analytics)

    1 vote
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  12. Allow additional users to subscribe to a dashboard in Business Analytics

    Allow users who have access to a dashboard that they didn't create (either public dashboard or one shared with them) to be able to subscribe to the dashboard. At present only the dashboard owner is able to set subscriptions.

    11 votes
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  13. Request to remove the option for the users to delete call logs and recordings

    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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  14. Total talk time is not an option to table Widget of Business Analytics

    Total talk time is not an option to table Widget of Business Analytics. Ability to have total calls and total talk time for columns when creating table widget in business analytics.

    8 votes
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  15. Perfomance Report (filter calls by searching for a number) to show calls received from Users, Call Queues, IVR

    Customer would like to have the ability to on Perfomance Report by filtering calls by searching for a number to show all calls received from Users, Call Queues, IVR

    1 vote
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  16. Report for Users' Login

    The customer wants to have an access to reports for their users' login on their call queue groups.

    3 votes
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  17. Add number of calls refused to live reports

    Trying to figure out how many calls a rep was offered and how many were taken on an intraday basis to tighten feedback loop

    4 votes
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  18. Report Analytics for Outbound Call and Faxes

    Need to produce a report of all of our users with their DDI numbers and their outbound calls/faxes numbers. The standard user list report from RC doesn't include this and we need to understand who has a non geographical number on display and who doesn't. I need it to include the following level of detail.

    5 votes
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  19. Track incoming calls by Location on a map

    I use PowerBI to match area codes with City names and map a count of incoming calls on a map. Why is RingCentral not doing this?

    3 votes
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  20. Analytics: Ability to generate how many calls were forwarded from a queue

    The issue at hand revolves around the inaccurate tracking and categorization of forwarded calls from a queue in the analytics system. When calls go unanswered and are subsequently forwarded, they fail to be properly recognized as missed calls within the analytics reporting. Consequently, this discrepancy leads to an underestimation of missed call volume, skewing the data on call activity and hindering the ability to gauge call handling efficiency accurately. This oversight presents a significant challenge in obtaining a comprehensive understanding of customer interaction and service performance metrics. Addressing this issue is crucial for refining operational processes and ensuring that customer…

    3 votes
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