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  1. It would be nice if by default there was an abandon rate KPI, rather than having to create one in LOB KPI Building. This way we can easily troubleshoot which employees have a higher than normal abandon rate. This should be useful right off the bat to everyone.

    3 votes

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  2. Looking for a report that shows all the Ring Central lines that are set to record, and know if they record inbound or outbound. Also would like a report that shows calls YTD and if they were recorded.

    1 vote

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  3. I need a way setup users in analitcs so that The user can only see the people that report to him. Right now when a user is added to analytics he can see all of the company.

    1 vote

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    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  4. Requesting to get a report that overflowed to a call queue, not including the direct calls.

    1 vote

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  5. The ability for queue managers to see who is calling while the call is in progress from live reporting. Attached is a queue dashboard where there is a "waiting" call but there is no option to see the number of the waiting caller.

    2 votes

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  6. So far the only call metrics that can be seen within the Call Logs in the RC Portal are from users. However, many accounts have numbers that are routed through a CCRN and those logs cannot be found when searched within the Call Log. Having this ability can help better analyze call quality issues from calls being routed through the CCRN and not just from users.

    1 vote

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  7. Currently, under analytics, we can only send reports to 1 email address. It would be very useful for myself, as the Information Systems Director and my IT Manager to both be able to receive those reports.

    5 votes

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  8. Please add Print option from the Analytics Report

    2 votes

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  9. Currently there is now way to identify if outbound calls are connected to a customer or missed. And since the call length of some calls that are going to voicemail are over 1 minute, it is impossible to filter out all outbound calls that go to voicemail. If there was a signifier such as the missed/answered identifier on inbound calls, it would be very helpful analytical purposes instead of guessing if a short call was connected or went to voicemail.

    4 votes

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  10. When a caller dials a number that is setup with a menu system, a key should be selected from the key board to proceed further. The selection the caller makes could an important call stat. As an example, if you have a menu system that has different key selections for new clients and existing clients, the numbers of calls that selected each menu option would be a good call stat. Hence I would like to request RingCentral to consider this as a new idea. Many thanks!

    8 votes

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  11. I am building a report where-by we want to filter to only show data for call queues. In LOB, there does not appear to be a way where-by we can select all call queues without doing it manually, one by one (and there are thousands of Call Queues)

    1 vote

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  12. We need to be able sort the call log report by the users extension. RIght now we can sort by "from", "length", "start time" and "direction". When creating a departmental call log report with multiple users being able to sorrt by the extension makes more sense so each user can see their calls at a glance. (yes I know they can sort it themselves in excel, but that is assuming they are proficient in excel). it makes more sense to juast have it sorted when they receive it.

    1 vote

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  13. A live training in the analytics. Each office utilizes the data in a unique way and surely would benefit from this

    1 vote

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  14. hiplease include a feature were in analytics to have a dropped down of all numbers in the account with KPI we can edit

    1 vote

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  15. Hopefully you'll create a feature from Analytic Portal where once we have indicated the specific time of the day for the entire month, it won't include the reports beyond the selected time. It should only filter what we want to see.Add more filter options on the Performance Reports like if we only want to see Inbound Call Reports, it should not include all the associated call from the filtered Phone Number or user extension.

    2 votes

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  16. We have so many sites and telephone numbers, it is impossible to remember what they are assigned to. So it would be very useful if the company numbers report included a column that indicated what the public telephone number is assigned to e.g. the RingCentral Site.

    13 votes

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  17. Would be good to extend the room device connectivity alerts to hard phones. For example when changing from online to offline. This would assist with issue identification, whether with RCs solution or with our own network (i.e. all hard phones in one location go offline).

    1 vote

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  18. RingCentral really should create a dashboard like this one (see attached) which would show the last time a call was taken by each agent.

    10 votes

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  19. cx says we should have one button where he can check everything that he needs to check for monitoring how many calls currently ongoing and to what user ext from call queue did it went thru

    1 vote

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  20. I need to know our busiest hours during a specific period (e.g., the past two months). Currently, you have this report by day; however, our volume of calls varies. Also, it should show the cumulative in each hour, so I can know what percentage of our calls in that period happens in a specific hour or hour. For example, in the last trimester 57% of our calls happened between 11 am and 2 pm.

    3 votes

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