704 results found
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Performance Report Refused/Abandoned Calls
Refused calls are those that a User did not answer. For example, a call was routed to a rotating Call queue, specifically to User A. User A did not pick up his phone, so the call was routed to User B. User B answered the call. The Performance Report will count the call as answered by User B and will be counted as a refused call by User A.Expected Behavior: Would want a report that will tag the refused call as one when entered in the queue regardless if 3 members did not answer the call.
5 votes -
Improve Analytics
Allow graphs to be exported as PDFAdd the option to hide 0 calls on report. Every report shows all 500 users even if they are zero.
1 vote -
Analytics showing how long the device has been registered, etc.
Option in Analytics that shows numbers of endpoints registered, offline, how long the endpoints registered, number of unregistered endpoints, etc
1 vote -
better way to review IVR performance in Business Analytics or Performance Analytics
I am looking for a better way to review IVR performance in Business Analytics or Performance Analytics. In Performance Analytics, I have to drill down into every single call to see the IVR key presses, routing, and results of each step in the IVR. This is the data I'm looking for, but I am not able to find a way to pull that information into a custom dashboard or grid to measure performance. Some questions I'm asking from such a dashboard would be: At a given site, how many external callers pressed 4 to place a food to go order?…
1 vote -
Add a location filter for received calls in Analytics.
Admins of RingCentral Analytics Portal should be able to filter calls by location for reporting purposes to identify the locations from which they receive the most calls
1 vote -
Please change the "info" message on Analytics
Customer called in because of the info "data for deleted numbers is stored for 6 months" is just a reminder". Customer thinks that their phone number was deleted because of that. Customer doesn't like the message. It would be best to put at least a warning or a reminder for this type of info so customer won't be confused
1 vote -
To add widget in BA to count # answered forwarded calls of an ext
To add widget in BA to count # answered forwarded calls of an ext
1 vote -
An 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 this
user has been live talking, not any time on hold, transfer, Hold, etc.2 votes -
Analytics: Overflow Call Queue: Track Total Wait Time Across Queues
For call queues that accumulate more than 50 callers, it is best to have the accumulated duration or total wait time of the customer throughout the journey of the call before it's answered by a representative.This is an important feature on Analytics: Performance Reports & Business Analytics to know how long a caller is served or answered.
1 vote -
Ability to remove the warnings when creating Wallboard from the Analytics portal
when setting up the wallboard the customer would like to remove the warningsthe customer is expecting that the warning will disappear when the wallboard goes to full screen
2 votes -
New live report widget for top / bottom performers
I would like a new widget to showcase the top performers in the sales teams on the wallboards accross our offices and also one to highlight those at the bottom that need to improve - It would be good to add some logic to exclude those that are absent for the day so the lowest performer that has greater than 1 call so it excludes the 0 calls and 0 call times staff.
1 vote -
Remove ability to Unsubscribe from Business Analytics Subscriptions
Our staff can easily unsubscribe from important call reporting. Not good. Please remove ability to unsubscribe. Thank you!
1 vote -
Track Manager usage of Call Monitoring and Call Recording
It would be helpful to know how much time or how many times a manager is spending monitoring and listening to recorded calls to ensure they are providing feedback to the team members. This would be very helpful Thank you.
2 votes -
Call Log Information for RingGroup
Calls that were connected to an extension with RingGroup set don't provide details on the extensions being connected, who was able to answer or miss the phone call
1 vote -
Live Reports and Performance Reports - Restrict data visibility
Would like to setup live reports so that individual sales agents can see their intraday call stats but NO-ONE elses. At present this isn't possible. Needs to be live/close to real-time for daily target tracking
1 vote -
Admin Access to see if an agent deleted Missed Calls on the App
This will be helpful for us to see if the agent has missed a call and just deleted it.
2 votes -
New Widget for Live Reports
Need to add a Widget that shows who is receiving the call. There area no widgets that show who is receiving the call. I need to be able to know which agent is chosen.
1 vote -
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.
25 votes -
Need Unique inbound call analytics on the analytics graphs
It would be nice to have a column showing how many unique inbound calls came in on a call que and answered by a user.
7 votes -
Call Logs Reports Account Identifier
Please include to the call logs email report the account where that specific report/email was sent from, espcially if they are handling multiple accounts and receiving email from the call logs reports daily so they easy know which account call report they recieved.
7 votes
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