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661 results found

  1. Analytics by Dept

    Would you please create a function so that someone can see analytics for some users but not all? This way the manager of a department may access analytics for their department without being given access to the entire company.I would also suggest greater internal communication on suggestions-- it took a lot of steps and apparent miscommunications to be directed here.

    45 votes
    Future Consideration  ·  1 comment  ·  Other  ·  Admin →
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  2. Embeddable analytics dashboard

    An embeddable analytics dashboard could benefit corporate users with interest in monitoring performance without dedicating as many resources as must be used currently. My personal use case would be displaying an analytics dashboard on monitors spaced throughout our corporate offices/CS departments. As of now, this practice requires an entire computer dedicated to one task, displaying one full screen webpage on a large TV. Ideally, a widget or embeddable URL will navigate to a webpage and generate a unique token that can be entered into the analytics portion of a RingCentral account to authorize access(much like how some streaming devices will…

    4 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  3. Need Reports Greater than 6 months, Need one year

    I would like to run a report on the inbound calls thus far in 2020 and get data on our Inbound calls and if they have increased month by month and which months after COVID started impacting us in Mid-March and see the impact on our employees phone useage from working from home.

    44 votes
    Planned  ·  5 comments  ·  Other  ·  Admin →
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  4. Future Date/Time Performance Subscriptions

    Really a disadvantage that RC doesn't have the ability to create subscriptions for future dates/times. Having to manually run a call report numerous times a day to get the daily rollup instead of just being able to let it run is honestly archaic.

    5 votes
    Planned  ·  0 comments  ·  Other  ·  Admin →
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  5. Allow data on abandoned calls to be downloadable along with the other call data

    Right now, when I go to the performance reports section and download calls, the abandons are not being included. I want to be able to see and download the data on what the individual abandons were.This would be useful because it will allow analysts, and by extension managers, greater visibility into what calls are being abandoned. It is hard to know when these abandons are happening, where they are coming from, how long the caller was trying to wait before hanging up, etc. without more granular data.

    4 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  6. Be able to display an accurate service level based on my hours of operation.

    Currently the Service Level being displayed on my live reporting screens is factoring in calls that came in outside of business hours and were routed to voicemail. Per your CS team, there is currently not a way for the Service Level to only look at calls that were presented during our normal business hours.

    2 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  7. Centralized Management of Analytics reports and Analytic Subscriptions.

    We currently have a team of Admins that manage 2 different Ring central Systems. We all receive and process requests for Analytic reports and subscriptions. Unfortunately in it's current state there is no easy way to do this other than setting up a shared account and using that to keep all of our reports and subscriptions in. This does work, but security wise is not the best practice, as it pretty much eliminates all tracking of user changes to a specific individual to this system. Plus it also has some issues.We have also had many instances where a user has…

    11 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  8. Analytics data manually refresh or change frequency

    Currently the analytics data only refreshes every hour, it would be good to have a way to do this manually. Takes so long testing things when you have to wait an hour for it to refresh! Even just for admins or testing purposes (I'm aware that Live Reports does this, but I don't need that level of functionality all the time).

    10 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  9. Disable the ability of the user to download the call recording

    Disable the ability of the user to download the call recording but the customer wants still the extensions to have an access on the call recording, just disable the ability of the user on the extension to download the recording.

    11 votes
    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  10. Selecting specific time & date

    In Performance Report, if you choose Today and then pick a specific "Time From", the "Today" selection will move to "Custom Range" and the date will not change dynamically the following day.

    1 vote
    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  11. Allow Super Admin Users to Manage What Counts as an Abandoned Call

    Right now administrators do not have a way to change what inbound call parameters will count as an Abandoned call. When running reports, this can be misleading when, for instance, a caller that left a voicemail would not be counted as "abandoned" in the company metrics.

    46 votes
    Implemented  ·  8 comments  ·  Other  ·  Admin →
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  12. Reporting | Refused Calls

    Separate refused calls to direct line versus refused calls coming from a queue/IVR pipeline on the reportAny API integration calls should have a separate description to filter call queues versus calls coming from an integrationInclude refused call details on logs when extracting reports

    6 votes
    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  13. Added KPI's on Performance Reports Regarding IVR extensions to have a computation on how many percent callers press an option.

    If an IVR has 6 options I want to have a computation percentage on each option. This will definitely help us determined on how many percent customer's presses each option on IVR to show on performance reports. Because we really need that.

    4 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  14. Add Call Phases to download report

    Seeking to identify call phases (ex. Ring time / Hold time etc) for each individual call / user

    2 votes
    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  15. run a report on companywide tasks assigned in RC

    Is there a way to run reports on tasks inside analytics? we're looking to run a report on companywide tasks assigned in RC who they were assigned to; completion duration

    3 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  16. Analytics for Meetings Dashboard: Report Specifically For 1 Day Only

    Current status:
    - Clickable links: Last 7, 30, 180 days, 12 months, and custom range.
    - Custom range doesn't allow us to generate a report that's for one day only. Minimum days for the report is 2 days.

    Why is it useful
    - Accurate data/information for reports that will be generated that targets daily performance.

    Who would benefit from it
    - Everybody who is using RC, all of your Clients.

    How should it work
    - In the clickable links, add yesterday.
    - In the custom range, please allow the users to generate report for 1 day (same from and to…

    2 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  17. Downloading Peformance Reports - Hourly

    You can view the call volume, by hour, for a 24 hour period... or a 7 day period...but you can't download that data. You should be able to.

    1 vote
    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  18. Enable merging of two extensions to combine data for analytics

    We have had at least two instances of either a bug or having to switch a user to a new extension because of an issue. The problem that happens is that the analytics data stays with the old extension number, which ruins the ability to analyze things over the entire duration of an employee's time with a company. I can only imagine how many extensions "could" be created over time for many different reasons. If you could "merge" the data for two extensions by one employee, that would enable you to have accurate, long-term metrics for an employee.

    3 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  19. Dropped Call Reason

    I would love to see a Dropped Call / Contact End Reason Report so if patients or customers complain of a disconnected call we can find out what happened.

    5 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  20. More robust user compliance reports

    Currently I'm using RC analytics concatenating and parsing the message, video and phone downloaded .csv reports of folks who have never made a call, text or video call and it's not elegant.In order to push user compliance within our company, we would like a report of those who have yet to change their password and/or download the app and/or have yet to make one phone/text or video call.

    14 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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