263 results found
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Performance reports customization
The ability to generate a report excluding all Internal calls. Call direction is set to Inbound/Internal by default.
1 vote -
Audit Log for TCR Campaign Changes
Make the audit log more verbose for when phone numbers are added/removed from TCR Campaigns. Currently the log only says "X number(s) was/were assigned to registration XXXX"
It would be nice if the actual 10 digit number was also included in the logs, and if the "change made to" would show the extension that the number is tied to (if it is assigned to an extension).
1 vote -
Abandoned Call Definition is misleading
The current definition of Abandoned calls in a call queue is: Count of all queue calls that were not answered by a user (includes VM)
Expected definition is: Count of all queue calls that were ended by the caller.
Suggest changing this definition as it can be extremely confusing for at a glance analysis.
Calls that get routed to a voicemail should not be counted as abandoned. Likewise, calls routed to another call queue via the wait time timeout or max calls in queue threshold should not be counted as abandoned. Those calls should be counted as "transferred out" or…
6 votes -
Business Analytics Filters
Add filtering options for certain call types. For example, the ability to only show results for calls that are from call queues under the user dashboard. Currently, you are only able to filter the date and who are the users to be included
2 votes -
Showing 0:00:00 for Forwarded/Queue Answered Calls
We would like to submit a feature request regarding call logs displaying a duration of 0:00:00, especially in cases where the call is actually answered via a forwarding number or extension.
Instead of showing 0:00:00, it would be more helpful if the system reflected the actual call duration once the call has been routed and answered by the destination device or forwarding endpoint.
This issue is more noticeable when filtering by a specific call queue, where some answered calls appear as 0:00:00, which can cause confusion. However, when searching by the called number, detailed records show the correct call duration,…
2 votes -
Allow regular users to view queues in Business Analytics
Allow regular users to view Call Queues in Business Analytics without granting them manager or admin permissions to the queues or changing their user role to super admin.
1 vote -
Need to be able to toggle between light and dark mode
The ability to toggle between light and dark would be helpful especially during different times of the day.
1 vote -
Add emails when opening cases
When submitting a case, allow users to add additional emails that should be copied on the case when it's created.
1 vote -
Call logs to have option filter by area code
I need feature to have a filter option by area code though call logs. I need to use the filter option by area code so that I can easily sort what calls are from which state for reporting and billing our clients correctly per calls
2 votes -
Manager with lower priority in the queue
To have a way to set up a Manager with a lower priority in the RingEX Call Queue.
1 vote -
Business Analytics Widget to have an identifier per call session.
When we export the Call Log Widget, it takes and makes a line for any of the call log entries that you can expand and it makes it look like multiple calls even though that's just the call flow for one call.
1 vote -
keyword search on call history
Option to enter a keyword to search the call log and bring up the call transcript.
1 vote -
Check IP address in the admin portal
Ability to check IP address of the provisioned phone in Ringcentral via admin portal.
I need to find details on devices registered to RC by IP or mac address. Is there such a report I can run to tell me what IP a device is registered with?
30 votes -
Running Report for PC port utilization
Customer would like to find a way to run reports on which phones are utilizing the PC Port and then disable any phone NOT currently using it. Customer wasn't sure if there's any way to pull that data or not.
Customer mentioned that considering slapping a script together to scan the phones via IP and SNMP and see if they could get the info that way and then hopefully find a way to push a change to the phones or, as a last resort, task their techs with touching each phone's webgui and make the change.3 votes -
Add Total Do Not Disturb time to User Performance Report
Add the total amount of time a user is in a Do Not Disturb state by day under Performance Report > User. This will help to better understand discrepancies in workload distribution and any potential call avoidance behaviors.
3 votes -
Have a report which shows all uses who have a divert on their phone
Have a report which shows all uses who have a divert on their phone
33 votes -
Ability to trace calls that does not have disposition in real-time dashboard
Real-time dashboard should also show the number of calls that have pending disposition instead of just showing yes or no.
1 vote -
Exclude 'Callback Requests' from the 'Abandoned' and 'Missed Call' totals within the RingEX Performance Report for all Call Queue extensions
Please update the RingCentral Performance Report filters to ensure that calls opting for a callback are no longer categorized as 'Abandoned' or 'Missed' at the Call Queue level.
1 vote -
User Meeting Summary Report
Requesting a reporting feature that provides weekly and monthly summaries of meetings per user. The report should support multiple selected users (e.g., a team) and display the total number of meetings each user has hosted within a specified time frame (weekly or monthly).
The output should be exportable to a spreadsheet format and present one row per user, with a dedicated column showing the total meeting count, instead of listing each meeting as a separate line.
This enhancement would improve visibility and efficiency when tracking meeting activity across teams.
1 vote -
Automatic sending of AI notes to email
Automatic sending of AI notes to email, so that they will be received by the recipient without manually going to the app.
2 votes
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