679 results found
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Retain Caller Name when Exporting an LOB Analytics Widget
As it stands currently, when downloading an LOB Analytics widget or a full dashboard as an excel spreadsheet, the Caller Name, which is displayed in the dashboard widget is being omitted from the spreadsheet. This makes the report significantly less useful, can we please make it possible to not omit those names so that they display in the spreadsheet? This would be a huge improvement.
10 votes -
Live report Upgrade for more statuses and numbers to measure
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.
10 votes -
Filtering Analytics Performance
Would like to have the option to Filter the no. of calls received for a DN under a Call Queue
1 vote -
Analytics
verbatim from user: I was wondering if there was a way for you all to create an AD-HOC report for all the data. I feel like the data being tracked by RingCentral is inconsistent with the data in our personal logs. I noticed that RingCentral only keeps data up to 6 months in the Performance Reports for Data Analytics. Do you all have backups for the total amount of time we have been with RingCentral?
1 vote -
Automatic Reports for Live Reports
It would be very useful if LiveReports would automatically email or export the data at the end of each day considering this is the only reporting option that allows you to track service level of queues
4 votes -
Report on users time in queue
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.
12 votes -
Weekly Call Trends Analytics
I would like to see a feature that isolates trends for what days of the week are the busiest or slowest as far as call volume. As well as the report showing the actual name of the day of the week vs. just the dates. Would be very helpful.
2 votes -
Ability to change analytics time zone as needed
Would be great to update Avaya analytics eg. Performance reports time zone without changing the time zone of the user profile. This is needed for admins, supervisors and managers that deal with team members in different time zones. Use case: checking for a call in the time zone of the user especially when there is an issue with a call and they send the details of the call in their time zone then it would be beneficial for the admin to be able to adjust the call time zone in analytics in order to verify that it is the exact…
7 votes -
Report for the Voicemails that were already called back
On an account that had many missed calls and voicemails, it would help if there is a report that will show on how many of the voicemails or missed calls were already handled/called back.
4 votes -
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.
7 votes -
Merge Mitel call reports with Ring Central
We were a Mitel customer and I would run the Mitel Business Analyics user call reports, can Ring Central adopt reports like Mitel that gives more information on the users calls. Our managment team like to see in a week or month time number of calls, total talk time, total incoming and outgoing talk time. See attached report, thanks
1 vote -
filter extensions who has a call forwarding option on analytics
caller want to know if the calls are being answered on their desk phones or app or just being forwarded on external numbers
1 vote -
Agent Details - select agents to view
Some agents do not ever take calls and do not need to be monitored, but they still show up in the agent details widget. It would be nice to unselect any agents that do not need to be monitored, or be able to position agents in preferred/custom order.
2 votes -
Analytics Report for Phone Downtime
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 -
Be able to export Call Quality Reports to PDF
I would like to be able to export the quality reports to send them out.
2 votes -
Analytics should not states calls are missed when it was answered
Call Queues calls shouldn't states it was missed on Analytics when the call was answered.
4 votes -
Add description to queue and IVR menus and make these available as columns on reports
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 -
Customized analytic reports
Should be able to have the option to customize the downloaded reports on analytics and remove columns
3 votes -
Viewing data for a specific call queue with KPI view in graph format
Viewing data for a specific call queue with KPI view in graph format
1 vote -
Reporting metric in analytics to show extensions that have not been used
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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