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  1. It would be great if the live report could show other type of status on the agents, like Lunch, Training, Braked or Logged Out. Also it would be nice if we could measure amount of time an agent is in a status, like amount of time available, amount or time unavailable.

    9 votes

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  2. If I want to share analytics I have to take screen shots. I would like to be able to download the data to share.

    6 votes

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  3. This allows the company to know the downtime hours of the phone.Helps to cross-check user's productivity. If a phone is offline, and the duration can be tracked when it is offline, it will help check the actual productivity of every user, site, or department.

    1 vote

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  4. Call Queues calls shouldn't states it was missed on Analytics when the call was answered.

    4 votes

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  5. Depending on how an incoming main number handling is defined, a call could come into a queue or an IVR menu. Having a description field would help to properly describe this when appearing on reports. For example, a number can be assigned to both these objects but is not available as an option to show on the queue statistics report. Also, sometimes a call may be configured to go through another route before going to queue or IVR. Having a description field would allow end users to understand what the queue or IVR was when reviewing a report.

    1 vote

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  6. As an agency with multiple programs and queues, we need to be able to see when our staff are in the call queue and when they aren't easily, without having to go through the audit trail. We would love to be able to generate a report on each user and when they sign in and out of queue and the total duration they were in queue for the day.

    11 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  7. Should be able to have the option to customize the downloaded reports on analytics and remove columns

    3 votes

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  8. Hello, i would like to request an analytics report that will show me what the caller pressed when calling our 800 # IVR. For example we have our 800# and callers get an option for English press1 and Spanish press2 after pressing that option they get another menu with four options 1 - Schedule information 2- Sales 3- ADA 4 - Complaints. I need a report that will tell me what option each customer pressed for the day/month etc.

    45 votes

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  9. Viewing data for a specific call queue with KPI view in graph format

    1 vote

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  10. A metric showing an extensions last use will help admins/supervisors free up licenses to be used for other users that will use them more effectively. Lowering the need of getting new licenses.

    2 votes

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  11. Our pharmacy accrediting body, URAC, requires us to track and report this numner as a percentage of calls.

    2 votes

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  12. remove or add option for stop handling time recording when call was transfer

    1 vote

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  13. Many customers would enjoy this type of report. We are looking for a report that shows the main number of our ring group and the 2 DID numbers associated with the Ring Group in a standard .csv format.I was advised that since the main number has a custom rule that says when X number is dialed to follow Y path to the ring group where you have the office and deli phones set to ring both. Our reporting is restricted and cannot identify the custom rule call path to identify the extensions that are being connected to. I would encourage…

    2 votes

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  14. there should be an options that the AHT will not be included when doing transfer

    1 vote

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  15. RingCentral report is really hard to understand and we want to have it improve to be more user friendly.Reports doesn't have ledger to explain definitions and what it does.

    1 vote

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  16. All SMS from RC (including voicemail notifications) should be included in a log. This was we can search as an admin for particuar numbers to ensure they are no longer receiving VMs.

    7 votes

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  17. The delivery schedule doesn't allow me to specify a specific set of days of the week to send reports. For example, we need to be able to report on days Business Days Monday through Friday and not on the weekends. However, i can only do every day or 1 day out of the week. Can you add the ability to select one or more days of the week to schedule reports on.

    2 votes

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  18. Current behavior: Go to Business Analytics > Queue dashboard > Select the queue in the filter > Click on the name of the call queue to view the details of the queue calls. There is no download option unlike in the Performance Reports.

    Expected Behavior: It would be helpful to have the option to download the queue call details report.

    1 vote

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  19. We are able to see the number of answered calls for inbound calls but not connected calls for outbound calls in the Users tab in Performance reports. You can only see connected calls when selecting the specific user. A column representing connected calls in the Users tab will allow us to compare to the total outbound calls and giving us insight as to how each of our agents are performing by seeing how many calls had live talk time from the total number of outbound calls.

    2 votes

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  20. Need to be more accurate in terms of call logs reporting . The report does not match the number of call sessions under Adoption and usage versus the call log reports. Need to have a setting where we can select the time in the date range to filter the data

    4 votes

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