720 results found
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SMS logs download per user
To have the option for downloading SMS logs per user extension
7 votes -
merge user and queue column
There should be an option to merge the user column and queue column in the performance report page
1 vote -
Ability to access the call recordings through RingEX Analytics
Currently, we access the call log to listen to previous calls, but we've noticed that these call logs don’t appear to carry over to the Analytics tab. We would ideally like to have the recordings accessible via analytics.
4 votes -
report that will show whenever the queue member is available or on DND aside from audit trail
report that will show whenever the queue member is available or on DND aside from audit trail
2 votes -
Translate AI note to other language
To have the option to translate AI note to other language
2 votes -
Call time Averages
When adding average, have the ability to input what it should be divided by. e.g. if you are creating reports for the day before, divide by the amount of hours in the working day, or for a weekly report divide by 5 for a daily average.
1 vote -
Abandoned Call queue Rate
Call queue calls routed to play announcement during after hours should not be tagged as abandoned calls
21 votes -
Enhanced Queue Reporting Metrics in RingEX
This feature request aims to significantly enhance the reporting capabilities for queues within the RingEX system by introducing several critical metrics currently unavailable. Customers need more granular insights into queue and agent performance beyond basic call counts and average wait times.
Specifically, this request seeks to add the following data fields to RingEX queue reports:
Total Talk Time
Average Talk Time
Max Wait Time
Average Speed of Answer (ASA)
Abandoned Calls
Service Level Agreement (SLA) Percentage
Number of Voicemails Followed Up On
1 vote -
Add Dialed and Calling Numbers to Call Summary Reports in Analytics
Requesting the ability to include dialed (inbound) and calling (outbound) numbers in call summary reports generated via RingCentral Analytics. This would improve tracking, auditing, and overall reporting clarity for users managing high call volumes.
1 vote -
We need to add "Total Talk Time" to performance reports
Total Talk Time is in Live Reports, but not in performance reports. We need to look at total talk time the next day and over the month. Please add this feature to the KPI's
7 votes -
Park Call to Direct Extension
The customer has an idea of being able to call a park to a specific extension.
19 votes -
Email triggered for Abandoned calls
Is there a way we can trigger an email for Abandoned calls? or if the Abandoned Call Rate for a User is over a certain value % or quantity?
5 votes -
Request for Enhanced Audit Logs for Paging Groups
Currently, the Audit Trail only captures changes related to Paging Only Details and the creation or deletion of a Paging Group.
It would be highly beneficial if modifications made to the “Devices that receive pages for this group” and “Members allowed to page this group” sections were also logged in the Audit Trail. This added visibility would significantly improve change tracking and troubleshooting.
Additionally, it would be valuable if Audit Trail data could be included in the information available for external archiving via the RingCentral Archiver feature considering that the the maximum retention period of these data are only 180…
2 votes -
Ability to search calls using call ID/call information in Business Analytics
Would like to have an option in Business Analytics to be able to search call information using call ID or telephony ID without downloading the reports and manually searching through the report. It would be best to have the option to search call information on the Business Analytics page.
5 votes -
Three-way calling on analytics in one thread instead of showing that the call was been registered as a multiple call or called individually.
Three-way calling on analytics in one thread instead of showing that the call was been registered as a multiple call or called individually. It seems that for conference or 3-way call on the reports, it shows that the numbers were called separately instead on a single thread or on a single flow. This feature must be implemented for a more detailed view.
2 votes -
Enhanced Performance Report: Incorporating Missed Calls in Call Queue KPIs
We propose integrating missed calls into the Key Performance Indicators (KPIs) of the Performance Report for Call Queues. Currently, the report lacks visibility on missed calls for Call Queue Group Extension, hindering effective analysis of call queue efficiency. By incorporating missed call data into the report, supervisors can gain comprehensive insights into call queue performance, enabling them to address bottlenecks and optimize resource allocation for enhanced customer service. This addition would empower teams to better manage call traffic and improve overall productivity within the call queue environment.
39 votes -
Performance reports KPI - Add Call Result for Outbound Calls (Connected or Voicemail Etc..)
This KPI would separate outbound call outcomes into two key categories, providing a clearer picture of agent and campaign performance.
1 vote -
Generate a report on a date range but only on specific time of the day
Please have an option in Analytics to generate a report for a date range but the result should only display calls on a specific timeframe for each day. For example, generate a report for January 7 - January 14 but the result should only display calls from 7 AM to 12 NN
45 votes -
Queue Time" per team member.
Customer would like to get a report of the amount of time our users spend in the "queue". In other words "Queue Time" per team member.
4 votes -
Giving a user the ability to select any user within performance reports and not being limited to only the users of call queues they manage.
Giving a user the ability to select any user within performance reports and not being limited to only the users of call queues they manage. The workaround provided by support is to create a new account that is not a manager of any call queues, so all users are available to select.
20 votes
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