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293 results found

  1. Filtering Analytics Performance

    Would like to have the option to Filter the no. of calls received for a DN under a Call Queue

    1 vote
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  2. Analytics

    verbatim from user: I was wondering if there was a way for you all to create an AD-HOC report for all the data. I feel like the data being tracked by RingCentral is inconsistent with the data in our personal logs. I noticed that RingCentral only keeps data up to 6 months in the Performance Reports for Data Analytics. Do you all have backups for the total amount of time we have been with RingCentral?

    1 vote
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  3. Automatic Reports for Live Reports

    It would be very useful if LiveReports would automatically email or export the data at the end of each day considering this is the only reporting option that allows you to track service level of queues

    4 votes
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  4. Report on users time in queue

    As an agency with multiple programs and queues, we need to be able to see when our staff are in the call queue and when they aren't easily, without having to go through the audit trail. We would love to be able to generate a report on each user and when they sign in and out of queue and the total duration they were in queue for the day.

    12 votes
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  5. Weekly Call Trends Analytics

    I would like to see a feature that isolates trends for what days of the week are the busiest or slowest as far as call volume. As well as the report showing the actual name of the day of the week vs. just the dates. Would be very helpful.

    2 votes
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  6. Merge Mitel call reports with Ring Central

    We were a Mitel customer and I would run the Mitel Business Analyics user call reports, can Ring Central adopt reports like Mitel that gives more information on the users calls. Our managment team like to see in a week or month time number of calls, total talk time, total incoming and outgoing talk time. See attached report, thanks

    1 vote
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  7. filter extensions who has a call forwarding option on analytics

    caller want to know if the calls are being answered on their desk phones or app or just being forwarded on external numbers

    1 vote
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  8. Agent Details - select agents to view

    Some agents do not ever take calls and do not need to be monitored, but they still show up in the agent details widget. It would be nice to unselect any agents that do not need to be monitored, or be able to position agents in preferred/custom order.

    2 votes
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  9. Analytics Report for Phone Downtime

    This allows the company to know the downtime hours of the phone.Helps to cross-check user's productivity. If a phone is offline, and the duration can be tracked when it is offline, it will help check the actual productivity of every user, site, or department.

    1 vote
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  10. Be able to export Call Quality Reports to PDF

    I would like to be able to export the quality reports to send them out.

    2 votes
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  11. Add description to queue and IVR menus and make these available as columns on reports

    Depending on how an incoming main number handling is defined, a call could come into a queue or an IVR menu. Having a description field would help to properly describe this when appearing on reports. For example, a number can be assigned to both these objects but is not available as an option to show on the queue statistics report. Also, sometimes a call may be configured to go through another route before going to queue or IVR. Having a description field would allow end users to understand what the queue or IVR was when reviewing a report.

    1 vote
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  12. Customized analytic reports

    Should be able to have the option to customize the downloaded reports on analytics and remove columns

    3 votes
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  13. Viewing data for a specific call queue with KPI view in graph format

    Viewing data for a specific call queue with KPI view in graph format

    1 vote
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  14. Reporting metric in analytics to show extensions that have not been used

    A metric showing an extensions last use will help admins/supervisors free up licenses to be used for other users that will use them more effectively. Lowering the need of getting new licenses.

    2 votes
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  15. Add % of calls not answered within 30 seconds to KPIs

    Our pharmacy accrediting body, URAC, requires us to track and report this numner as a percentage of calls.

    2 votes
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  16. please include trend drawing in the PDF download of performance stats

    as above

    2 votes
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  17. add an option stop tracking handling time when transferred away from the system

    remove or add option for stop handling time recording when call was transfer

    1 vote
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  18. New report for Ring Groups and corresponding DID numbers

    Many customers would enjoy this type of report. We are looking for a report that shows the main number of our ring group and the 2 DID numbers associated with the Ring Group in a standard .csv format.I was advised that since the main number has a custom rule that says when X number is dialed to follow Y path to the ring group where you have the office and deli phones set to ring both. Our reporting is restricted and cannot identify the custom rule call path to identify the extensions that are being connected to. I would encourage…

    2 votes
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  19. remove option for handling time when call was transfer

    there should be an options that the AHT will not be included when doing transfer

    1 vote
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  20. Reports Ledger

    RingCentral report is really hard to understand and we want to have it improve to be more user friendly.Reports doesn't have ledger to explain definitions and what it does.

    1 vote
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