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42 results found

  1. I need to have real time performance reports like the one available with live reports

    2 votes

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  2. my team forgot to set the out of office VM and now our monthly numbers are off by a high abandon # and abandon %. Now they have to tally up agents data by adding 2 reports manually. It would be nice to add a feature that allows you to correct this error and lets you view it all under 1 report.

    1 vote

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  3. This feature would be to allow users access to their own performance reports and no other users` performance reports. This would allow normal users to be able to access just their own performance reports.

    1 vote

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  4. Currently, if you select specific queues, specific users, etc. and rung the report, when you view the data for the users selected, the queue filter isn't functioning. The report delivers all queue and non-queue results.

    1 vote

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  5. It would be very useful if you could filter non-business hours out of the Analytics reports. For instance, I would like to know how many calls are abandoned, but only during 9-5 business hours.

    9 votes

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  6. instead of filtering it daily, have a breakdown if specific date range is selected as filter to reflect the kpi

    2 votes

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  7. On the performance report it would be helpful to have the VM/Missed separated from the Missed calls. Currently we are going through the call log manually to separate them out. We have to keep track of how many calls ring through and make it to voicemail so having those set completely from missed calls that just hang up before VM would be great.

    3 votes

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  8. This would be useful to determine how quickly the callers are abandoning the call. Are they leaving in less than the established threshold? This historical data would provide some much needed insight that would assist in making adjustments as needed to better serve our customers and see and understand trends.

    1 vote

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  9. For the customer not to download manually the average wait time for all calls. System needs to have an automated version to compute the average wait time for all calls.

    2 votes

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  10. Admins should be able to select multiple queues when looking at Users under Performance reports.

    3 votes

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  11. Creating a data comparison of monthly KPIs all in one spreadsheet.Please see attached.

    6 votes

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  12. It would be better to include the line graph from the performance reports when downloading/exporting the report via pdf file

    3 votes

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  13. It would be awesome to give managers access to see their team's call volume instead of them asking IT for it all the time.

    1 vote

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  14. It would save me a lot of time from having to select this field many times throughout the day. Thanks!

    1 vote

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  15. After daylight savings time change, all historical reports change to show whatever the present time is. This changes old logs by an hour. As such, all historical reports are inaccurate during time periods where DST changes occur.For example, on March 17th, I am looking at a call from Feb. 15th and even though it took place at 5:09 AM CST, it is showing the call taking place at 6:09 AM CST.

    1 vote

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  16. Our call center is not opened on weekends and we find the "last workweek" report helpful to eliminate the weekend dates from messing with our average calls per day. It would be even better if you added Last Work Month also removing weekends.

    2 votes

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  17. Need an option to quickly jump / click to next or previous day, week or month in Analytics. Instead of having to manually select dates for every search.

    1 vote

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  18. https://analytics.ringcentral.com/performance-reportThe field for Call Result includes not connected calls which is added to call totals. As a manager of sales, accurate call counts are imperative

    1 vote

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  19. For a performance report would like to be able to monitor how long a customer is on hold for adding up their TOTAL hold time in ALL QUES not just how long they waiting in each que.

    1 vote

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  20. It would be great if there was a report in the analytics section that easily showed the percentage of video usage per user for their meetings.

    3 votes

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