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674 results found

  1. Live reporting: Able to see if agent is currently on outbound or inbound call

    Need to be able to see in call queue dashboard if agent is on outbound or inbound call. Currently can only see if agent is on a current call but not if it is outbound or inbound.

    9 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  2. Ability to Download Qos Reports

    Currently, customers have to copy and paste data from the QoS portal for each incident. Preferably, they would want to download the data.

    74 votes
    Future Consideration  ·  3 comments  ·  Other  ·  Admin →
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  3. Call Data on Manually Rejected Calls

    It would be useful to see that data on how many calls users manually reject an inbound queue call. This will help provide us insight on who is purposely ignoring calls and provide coaching's.

    1 vote
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  4. Check how long the agent was login in their account during business hours

    We should add a feature how company owners can see the productivity of their employees or agentsInside the analytics there should an option how long the agents will be loginWe should see if they take a break, lunch or logout/login

    1 vote
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  5. Agent Analytics: Log Agent Queue Uptime

    Show how many hours an agent was Active in the queue. It would be fantastic if we could actually set their individual hours somewhere so that I didn't have to do math / search on only those specific time frames but if it was simply "Amt of Hours was Agent X was Active in the Queue" that would be fine

    8 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  6. Enhanced filtering on call reports

    Would like the ability to input more that 1 phone number in the filter for call volumes and have a graphical report of the results.

    1 vote
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  7. Report for Incomming and outgoing video calls for each user

    We have users engaged in Ring Central video calls intercompany more than the voice calls so really feel analytics that could help see the logs and reports of both incomming and out going video calls by each user. This will help understand if specific staff is not being contacted by rest of the team and vice versa for staff who get engaged extensively.

    1 vote
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  8. The ability to record whispers and barges

    this feature would be useful in allowing us the ability to go back and listen to these calls and assess the quality of input and coaching being done through the whispers and barges.

    1 vote
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  9. Report of Users on a User Template

    There needs to be a report showing who is assigned to a user template. There is currently no way to tell if a user is assigned to a user template. Have a report or some indication on the user to show they are on a user template will ensure the correct people are assigned to a user template, and allow us to make updates if needed.

    14 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  10. International Calls Report please

    Hi, it would be really helpful if on our analytics reports we can filter it out to only show International reports. We could really use it on our end.

    20 votes
    Under Review  ·  4 comments  ·  Other  ·  Admin →
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  11. Ring Central report based on inbound number/contact

    Please could you implement a way that we can create a report based on certain inbound numbers/or contact. Use case as an example, say we want to track the amount of inbound calls from a particular client for a week, month etc.

    4 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  12. Date and time format to match user account region

    The account holder location (country of origin), should determine the format in which the data such as start time field, (the date and time stamp) in the performance reports is reflected. In Australia we use Australian English settings for all office applications. When we carry out performance reports, all the date time stamp entries are read as invalid data. This is an Extremely urgent request as only have a couple of weeks to go to submit the report for the year.

    2 votes
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  13. Analytics report date range access

    Hello, could it be possible to get reports for calls for the past 12 months?

    3 votes
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  14. Ability to report on metrics over time

    Would love the ability to pull reports for things like talk time and total calls over the course of weeks or months at a time vs. needing to pull all of that independently; currently pulls the total, but unable to break that down into detail

    3 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  15. Requesting to have an optio to identify transferred calls to overflow call queue and unanswered calls from the abandoned calls KPI in li...

    ...ve reports.. Requesting to have an optio to identify transferred calls to overflow call queue and unanswered calls from the abandoned calls KPI in live reports.

    3 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  16. Analytics time frame in reporting

    It would be nice when selecting a time frame to be able to select Sun ~ Saturday in addition to last business week Mon~Fri. We can do last 7 days and sort of make that happen with the day of the week we deliver the report, but we'd like to track calls including weekends on weekly reports. It would also be nice if we could have one desiged report for asite, and then on the subscription be able to specify which timeframe is used, so instead of designing 2 reports for Monthly and Weekly, we have one report, and two…

    1 vote
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  17. ADD CURRENT ACTIVE CALL LENGHT TIMER IN LIVE REPORTS

    Cust needs to see the active call's timer so they can see the real time call lenght of the current call for any given agent in a queue.

    2 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  18. Number of calls forwarded KPI in Analytics

    In Analytics, can another KPI be added that counts the number of calls that had been forwarded when users have applied ‘Custom Rules’ and the new ‘Forward all calls’ feature.

    2 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  19. Add reports to Dashboards as a widget

    Once a useful report is created, it should be able to be added to a dashboard

    2 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  20. Analytics for Call Queue Manager

    as per user i'd like to request that there be an option for a call queue manager to run analytics on their call queue. to me that seems sensible.

    8 votes
    Implemented  ·  3 comments  ·  Other  ·  Admin →
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