583 results found
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Be able to set Total Talk Time as a set field For User
It would save me a lot of time from having to select this field many times throughout the day. Thanks!
1 vote -
Call Log for Conference Calls (Voice and Video)
Audit tracking of who connected to audio or video conference call
6 votes -
Pull Reports per 800 numbers assigned to a single queue
We have created a queue, that has 14 - 16 800#'s tied to. ( A rule was created, directing these numbers to a queue)We would like to pull reports per phone number, then per member, then pull how many calls this member answered from the particular 800#. Then average handle time.From what I was able to find, via the site and speaking to one of your knowledgeable reps, this is not possible at this time.It is very important to us to know how many calls are coming in per 800# assigned to the queue, since each number represents a different…
1 vote -
New Dial VS Existing Dial Filter
Hello, Having the ability to filter first time dials VS repeat dials in a call log would be extreamly helpful. This would be a tremendois help in managing how many new aquisition calls our sales rep's are making VS how many existing client calls they are making. We can use this data to corilate with their pipeline strength and retention.
2 votes -
%SLA for the entire organization
We see that %SLA is available for call queues only. Is it possible to get %SLA for the organization as a whole or for users?
The reason is at our company, we have dedicated operators. example: press 1 for the English operator, press 2 for the Vietnamese operator, etc. These operators are users. The reasons why we didn't create call queues for the operators was we needed the operator to be able to pick up and hold multiple calls. From our understanding, once a user picks up from a call queue, they are unavailable to pick up more calls.
So…
1 vote -
Agent Details
I don't understand why the Agent details in Live Reports is ONLY accessible for that day. There needs to be an option to get a detailed report in that format with how many calls each agent took for each queue after that day without having to manually calculate myself.
1 vote -
Fix DST Bug in Reports
After daylight savings time change, all historical reports change to show whatever the present time is. This changes old logs by an hour. As such, all historical reports are inaccurate during time periods where DST changes occur.For example, on March 17th, I am looking at a call from Feb. 15th and even though it took place at 5:09 AM CST, it is showing the call taking place at 6:09 AM CST.
1 vote -
Live Reports
Requesting for this following features:status: "on a call" can be placed on top, currently it's either unavailable or available onlyif an agent is on a current call, phone number should show in live reportshave the ability to change the status of an agente.g ext 103 is on avail using live reports we can change it to unavailablebasically it's like call logs on a live report environment
3 votes -
Analytics Portal Performance Reports Visibility
It would be great if there was a feature that allowed reports created on other extensions to be viewed by other people, or whose visibility and management can be shared with other peoplefor example, if 4 people were on the same team and someone created a specific report whose data they all need, then one of them could create the report and select who has permissions to view it. or even edit it, if need be. This is important, because if the report is only visible to the user who creates it, then if that person is unavailable or out-of-office,…
1 vote -
Selection for last work month report
Our call center is not opened on weekends and we find the "last workweek" report helpful to eliminate the weekend dates from messing with our average calls per day. It would be even better if you added Last Work Month also removing weekends.
2 votes -
Live Report Service Level and Queue Monitor Change
I would like to see the ability to choose more than one queue to monitor the service level and queue monitor, like you can for Agent Monitor and Queue calls graph.This would allow us to see "company wide" statistics like the service level for all queues is 88% and there are 12 total calls waiting, but we can still track service level and calls waiting by individual queues if needed. Total Calls Waiting: 12 Service Level 88%Sales Calls Waiting: 2 Service Level 97%Support Calls Waiting: 10 Service Level 80%
1 vote -
Remove duplicates in call log
Want to be able to pull call logs and filter out the duplicates
1 vote -
Analytics for Standard users
It seems I have to give admin rights to the portal in order to allow a manager to use Analytics. This is not the best practice especially if the manager loves to make changes that he/she don't care what the consequence is.
2 votes -
Tag/Categorize calls for business analysis to solve business problems
We have Ring Central and use Auto Receptionist and call queues. Admin can setup tags or categories in the portal (i.e. call resulted to a sale, call related to receiving shipment, call related to upgrading shipment, call related to account expiration). Agents can choose the admin pre-defined tags/categories and assign it to the call in order to track the TYPE OF CALL. Admin can run the reports filtering by tag/category in order to analyze types of calls. This features is HUGE for us. It will help the admin know how to run their business better like: 1) track phone sales…
1 vote -
Analytics: Click to Next Day
Need an option to quickly jump / click to next or previous day, week or month in Analytics. Instead of having to manually select dates for every search.
1 vote -
Filter for Call Result
https://analytics.ringcentral.com/performance-reportThe field for Call Result includes not connected calls which is added to call totals. As a manager of sales, accurate call counts are imperative
1 vote -
Statistic on Customer TOTAL Hold Time
For a performance report would like to be able to monitor how long a customer is on hold for adding up their TOTAL hold time in ALL QUES not just how long they waiting in each que.
1 vote -
Analytics for video usage
It would be great if there was a report in the analytics section that easily showed the percentage of video usage per user for their meetings.
3 votes -
RingCentral Analytics - Adoption and Usage to show both Private and Public teams in the listing.
Currently Adoption and Usage Teams only shows Public teams even though it records the data for the private teams. I would like to have the adoption and usage report to show both the public and private teams or possibly have a drop down to show them differently if its a permissions issue.
1 vote -
Weekly increment reporting
Currently there is not an option to send reports on a weekly basis which pertains weekly increments. For example, our customer service directors and managers would like to see weekly reports for previous weeks to track call activity and volume. IE: I want a report that automatically generates every Sunday which shows the previous 5 business days. For example, the report would display analytics from 12/7/2020 - 12/11/2020, then the following Sunday, would increment and automatically generate a report which displays analytics for 12/14/2020 - 12/18/2020.Is there something I am doing wrong or another method we can get this option?
1 vote
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