587 results found
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Offer business hours selection for recurring reports in analytics.
Currently only 24 hour period for recurring reports (yesterday, last 7 days, etc.). Need ability to choose business hours for recurring reports. Example - Reports need to show activity during business hours, not the calls after hours when no one available. This increases the missed calls and abandoned calls for the queue and is not accurate for business hours activity.
22 votes -
Reporting of metrics broken down per day in a select period of time i.e. Only every Monday in a month
This is useful to compare metrics and output of users in a more specific timeframe, especially on days where the office may be busier with calls. You could compare every Monday within a month for example in one report, to see productivity. This allows you to make a more accurate comparison in relation to call volume and productivity if Mondays are your busier days of the week. There are ways around this by pulling reports individually and compiling data, but having a shortcut would be nice!
3 votes -
Allow import of Call logs from CC to UC or vice versa
would like to be able to export call logs/contact history from CC or UC and then import it to the other
3 votes -
Adjust parameters on what is considered an Abandoned Call
Be able to adjust the Abandoned call conditions to more properly reflect what our company considers an abandoned call. For example, if a client calls in and hangs up, that doesn't not count as abandoned. Another would be based on time, like a client calls in and disconnects after only 20 seconds. Or at least create a category in Analytics that lets us see how many calls disconnect on the Client's end.
9 votes -
Live reports in Analytics to display list of extension numbers under Queue monitor.
- Under Queue monitor> partner wanted to see the list or the extension number who are available or engaged in a call
1 vote -
Reports for federated accounts
We have a need for reports across accounts. At the moment, we're manually combining reports from all of our different accounts/businesses. It would be much easier if there was a way to generate reports for all accounts that you have access to.
1 vote -
Monday - Friday Performance report
The ability to select the performance reports to be sent out within a working week whilst still having them come out on the hour as well as peoples inboxes get clogged up over the weekend and national holidays with reports.
1 vote -
Publicly accessible Performance Reports in the RingCentral Analytics portal.
Please provide a way for users who did not create a team report but have access to the analytics portal, with the ability to update a team report.
1 vote -
Capability to removed the data of a deleted user from the Analytics Portal within waiting for the 6 months period.
Capability to removed the data of a deleted user from the Analytics Portal within waiting for the 6 months period.
1 vote -
Stratify First-time Callers from Repeat Callers
It would be helpful to be able to breakdown total calls between repeat callers and first-time callers in order to better determine conversion rate of new callers to sales.
3 votes -
I would like to see the disconnect information in the QOS analytics reporting.
I would like to see the disconnect information in the QOS analytics reporting. This would be beneficial for troubleshooting issues. There is already a lot of data for the call. The disconnect information would further round out the call life cycle. It would also help when working on call quality/disconnection issues.
2 votes -
option to see the percentage of the calls that had incomplete data captured on Analytics
Would like to have an option to see the precentage of calls that's unable to capture the packet loss and jitter on Analytics QOS Report. Those uncaptured is being tagged as good call due to null data. Having this feature would allow us to see how many calls were not being tagged as Poor on QOS Report and would able us to understand the behavior of the call.
1 vote -
Generate/Download Report data per day
Customer want to have the option for data report per day. Customer want to have the option download it and not per date range.
1 vote -
Include a way to analyze Common Area phone activity
We have many 3rd party conferencing systems set up to register to RingCentral for telephony. Without analytics for these phones appearing in Ringcentral, I cannot even tell how much they are being used without manually pulling reports from each individual device.
7 votes -
Analytics to report on average calls per hour
We have an area that receives calls that are handled through a Call Queue. The manager of the area wants to look at average call volumes to manage appropriate staffing. So, they want to look back over a period of weeks (e.g. last 12 weeks) and see the average calls by weekday and time. (Sundays at 9 AM, 10 AM, 11 AM... Mondays at 9 AM, 10 AM, etc.) All of the analytics available make this unique by date, but we want to look at the AVERAGE over 12 weeks of Sundays at 9 AM. That will result in better…
2 votes -
QOS and call logs for CX1 to RC connections
Currently, our CX1 agents take all call on RC endpoints (RC softphone, or RC provisioned Polycom phones) via CX1 Station ID's. Unfortunately, RC call logs aren't recording these connections at all. Also, we can not get any QOS data on these calls. We would REALLY like to have QOS work on these extensions, and we'd love to see how often agents reconnect to thier agent legs.
3 votes -
Adoption & Usage Report for Common/Limited Exenstions
Adoption & Usage reporting only works for "User" phones. We would like to pull the same data from limited/common area phones as we perform monthly metrics.
3 votes -
ability to find out who is answering the phones when they are not on the phone and who is not.
ability to find out who is answering the phones when they are not on the phone and who is not.
1 vote -
Select individual days for scheduled reports
I'd like to be able to select indivudal days for scheduled reports. Currently you can only select Every Day, Weekly or Monthly. It would be very useful to be able to select individual days like Mon-Fri to mirror our business hours. Thank you!
4 votes -
Analytics report for specific user extension total handling time right after receiving the phone call and placing the call on hold
Wanted to see truly only the time thisuser has been live talking, not any time on hold, transfer, Hold, etc.
1 vote
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