735 results found
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abandoned calls
should have a report on the analytics on where you can see the number of abandoned calls or ended calls while waiting on the line before going to our vm.
3 votes -
Allow you contact center folks to be able to see Analytical Reports
I have a dashboard set to show how we are performing at any point of the day - including Service Level. I cannot share it with my team however, because they don't have sufficient privileges. I would like for them to be able to constantly see how we are performing to our KPI's.
1 vote -
Ability to modify the excel report from Analytics Subcriptions.
We need option to modify the fields and tabs that are included in the Analytics Subscriptions reports.
1 vote -
Recorded calls reports
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.
2 votes -
Audit Call Listening
Would like to understand how many / which managers are listening to team calls live via the HUD
1 vote -
create a Conference Bridge Report
create a Conference Bridge Report that detailed the ph# and time the person had joined the Conference Bridge.
2 votes -
Call indentifier, provide the name in the reports
The callers dialed number should reflect both the number and name in the reportsExample 877-842-3210 United Healthcare or Unknown, if its unknow, we shall able to add the name similar to Truecaller
1 vote -
audit trail for who create modify remove dashboard on analytics
Hi Team,I am writting in behalf of Hugofor this feature product update be available in the future
1 vote -
Call Queue SLA
I would like to see an SLA to track the percentage of time that a resource spends in the call queue and the number of calls that a resource gets while in the call queue each day.
4 votes -
Call reports showing the users with numbers. Just like in Company Numbers
It's useful to have Analytics Reports of Calls made and received by user extension that shows their numbers.
1 vote -
LOB Date Range, Set Days and Time: Allow time parameters for overnight
We run a public transit agency with a dispatch center. We'd like to track calls that come in to a call queue between 8:00 p.m. and 7:59 a.m. by user. Currently, one must set the time from 8 pm to midnight and midnight to 7:59 am in two separate widgets.
1 vote -
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
3 votes -
Performance Report: Download Multiple Daily Reports at a Time
Need to download individual day-to-day reports at a time for multiple days. Even if I select from 01-06-2023 to 16-06-2023, I'm getting all the data in one slide. I need to get day to day report
1 vote -
Analytics Report Issue
Add a reason why the call didn't go through even though it's beeing counted in the #'s
2 votes -
Include KPI's in LOB export
There are so many kpi's, all useful, but higher level execs will not know how to interpret their function. Including the kpi's, preferably as a note in the excel cell where the title exists, similar to the note shown in the online dashboard where kpi's are selected to add to the widget, would be super helpful.
1 vote -
"Wrap up" status visibility
An additional status “wrap-up” for queue management. Now the Engineer is seen available, although he can’t receive calls 5mins after previous call because of wrap up settings in queue management. It would be nice to have wrap up status set automatically so that the queue manager is able to see that they are in the "cool down" period. Also to have the ability to change this status manually to Available in less than 5 mins if needed.
11 votes -
Call logs to multiple email addresses
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.
8 votes -
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.
6 votes -
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
3 votes -
Outbound Call being identified as connected or missed.
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.
8 votes
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