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682 results found

  1. 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
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  2. 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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  3. 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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  4. 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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  5. Agent State Log in Analytics Live Report

    It would be very helpful if we add Agent State Log in Analytics Live Report. Currently, the customer has the option to see the "Status" Column within the Agent Details Widget but that only shows if the agent is available or unavailable but not the Agent status which shows how long an agent has been in a status.

    8 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  6. Option for the admin to view who disconnected the call

    This process is available with RingCentral support.We currently have the option to check who if ended the call.It would be great if an Admin can have the same visibility, so they can easily identify if the call was disconnected from agent (their end) or customer ends.

    33 votes
    Under Review  ·  8 comments  ·  Other  ·  Admin →
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  7. analytic unanswered calls

    We are creating a report for the overall total of calls that are unanswered for an extension we were advised to add the sum of the total missed and abandoned calls, it would be useful for us if there is a direct KPI that we can add on the query to show on the analytic reports.

    3 votes
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  8. Transfer limit.

    is there a way ring central could automatically turn off a transfer feature after so many calls have been transferred. example, if i wanted to only allow 100 calls per week to be transfer to Pella Corp ext. 1008 (i think) is the system smart enough to calculate and not allow any more calls transferred for that week.?

    1 vote
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  9. RingCX Analytics Report

    The customer wanted to add widgets that show the Tola number of calls in the queue/ Total hold time using the RingCX Analytics Dashboard.

    1 vote
    Needs More Information  ·  0 comments  ·  Other  ·  Admin →
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  10. KPI in Analytics to show talk time per caller

    We would like to have the KPI in Analytics to see the average talk time PER CALLER.

    3 votes
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  11. To have visibility to see the number of call per day per customer in Analytics

    To have visibility to see the number of call per day per customer in Analytics

    1 vote
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  12. As a super admin ability to edit live report dashboards that are owned by someone else

    Please add the ability as a super admin to edit, delete, transfer ownership of dashboards that are owned by other people. This would help with employee turnover and adjusting dashboards when the employee is not able to.

    17 votes
    Planned  ·  1 comment  ·  Other  ·  Admin →
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  13. Export Widget Report Graphs to PDF

    The Graphs generated in the Analytics portal are great. It would be even better if we can export these to PDF in addition to Excel. This would make the graphs easier to share with others in the organization.

    6 votes
    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  14. Performance Call Reports

    For Call Reports in Performance reports, it would be best to show/include the user's extension number to easily identify which user made/received the call.

    1 vote
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  15. Multiple owners for Public Dashboard

    The customer wants other super admin extensions to be able to edit/change the saved dashboard that he shared with them.

    4 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  16. Generate a report where the call got disconnected. i.e., IVR Menu, Call Queue, User

    • What issues is this solving for? Generating reports for calls being disconnected while on the IVR Menu prompts.
    • How will the feature help customer’s processes? It will help determine how many calls are being disconnected while the IVR Menu prompt is playing.
    • Who would benefit from it? The RingCentral customers.
    • How should it work? When they go to the Analytics Portal > Performance Reports, there should be an option to see where the calls got disconnected. i.e., IVR Menu, Call Queue, Users

    1 vote
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  17. User Role Permissions: Specific Users to Only Access Data from a Certain Dashboard

    Limit access to only one dashboard for a site.Site call logs permissions to only access call logs and analytics data from their assigned site.

    4 votes
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  18. To have the option to set a label for a phone number to show in the call logs.

    Customer would like to have the option to set a label for the phone number to show in the call logs.

    Currently, call logs will show the phone number in "from" for outbound calls. The customer would like to be able to set a label.

    Feature request for Super Fares.

    2 votes
    0 comments  ·  Other  ·  Admin →
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  19. Device Reporting for Firmware versions

    Can RingCentral add the Firmware version our Phones (Poly and Yealink) are on in the Rooms & Devices reporting?This would make version control easier if we were able to reference a report in the Analytics portal that showed the current firmware our phones are using.

    7 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  20. Emojis Report

    Customer want to know if we have a statistics report that can measure how many emojis were sent thru the RingCentral Message on their Account.

    2 votes
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