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674 results found

  1. Analytics, average number of calls during a period (not just a day)

    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.

    5 votes
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  2. Talk time and hold time available in the live reports.

    This will help account owners in checking how long the users put the caller on hold during the interaction.

    1 vote
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  3. Nice in Contact Call Analytics

    Submitted in the Contact us interface in the Nice in Contact interface as well...I'm looking to submit a feature request. Basically, when we have agents working from home, we currently don't have a way to determine if the agent drops a call or rejects a call due to the way they interact with the system, or poor network connectivity, etc. We would like the following (options of 3 tools to accomplish the task at hand)

    1. Some sort of identifier in reporting that tells of a disconnect vs. rejection from agent, etc.

    2. Some way to link Nice in Contact to the…

    23 votes
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  4. It would be nice to be able to clone/copy alerts to make these easier to set up

    I tyhiunk we save system managers time in setting the system up

    1 vote
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  5. Default Abandon Rate KPI

    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.

    4 votes
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  6. analytics dropped down menu for all numbers with kpi

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

    2 votes
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  7. Add KPI for "Not connected" call length - Performance reports

    We are needing a KPI in performance reports that show the total time spent on "not connected" calls. This is for when the sales user is calling but the customer does not answer - this time needs to be allocated towards their total time spent on calls and not justhandles time which is calculating connected calls length time only.

    1 vote
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  8. Add Handle Time and Answered to Outbound KPI

    Hi, we're looking to submit feature requests for the following:KPI column for Outbound: Handle timeIt seems like it's only tracking inbound handle time per call currently.Add #Answered to the Outbound column on performance reports.Its only available for inbound calls currently.

    1 vote
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  9. Fix your call reports

    To work

    1 vote
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  10. Duplicate analytics report

    it will provide an accurate information about live reports if it's not duplicated

    1 vote
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  11. to have a feature to have a live reports that showed progress day by day

    to have a feature to have a live reports
    that showed progress day by day

    2 votes
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  12. Allow Import/Export of Analytics Live Reports Dashboards or Assign View Permission Per Dashboard.

    In the Live Reports interface, I can create a Public dashboard for anyone to view, or a private dashboard for only me. When creating the dashboards, I know exactly which queues to include, which sites, users, etc. The person who needs to view these dashboards would struggle to create it; and I don't want them having to sift through a list of 100+ public dashboards to find the one I'd created for them.I should be able to craft a private dashboard, export that dashboard to a file and send it to who needs it. They could then import that dashboard…

    8 votes
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  13. in analytics.ringcentral.com/performance-report/default/call-details a call queue can be selected and the member of the queue who answer...

    ...ed the call is displayed, if you download the report in csv form it only shows the queue and not who answered it, can another column be added to the downloaded csv to show who in the queue answers the call?. If the downloaded report from the performance report could have a column added showing who answered the call from the queue it would capture the same infomation as the analyticws performance report

    2 votes
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  14. Choose between internal and external calls on Active Users graph

    It would be useful to be able to share the graph of Active Users just based off external calls.

    1 vote
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  15. Selective application of global filters

    We would like to be able to change the dates globally on a dashboard without also having to change hours or days of the week for day segmentation analysis.

    1 vote
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  16. The archive or history for the Service Level report

    To enhance the performance review process for the team, I'd suggest implementing a feature that enables the retrieval of live service data percentages from previous days in raw XLS format. This data should be stored in a readily accessible manner for administrators. Additionally, incorporating this information into a weekly report, with a daily listing of the service percentages, will provide a comprehensive overview of the team's performance.

    2 votes
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  17. Need a way to limit the user that a Person can see on Reports

    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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  18. Ability for queue managers to see incoming call in Live reporting

    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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  19. Enable call metrics for CCRNs to be viewed within the Call Log and Analytics.

    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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  20. CALL LOGS: INTERNATIONAL CALLING VISIBILITY

    Please add additional filter / tickbox in PORTAL's CALL LOGS > DETAILED for LOCAL and INTERNATIONAL calls aside from just inbound and outbound - so they can sort outgoing international and determine the total minutes consumed for their reporting to upper management.

    9 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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