233 results found
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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 -
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
8 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 -
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 -
Report that shows which platform was used by the user
We need a report that will show the user's log-in and log-out time in the RingCentral app.
Please have it so that desk top and mobile app will have a separate report.
4 votes -
5 votes
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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 -
missed calls that did not reach the voicemail prompt
It would be helpful if missed calls that did not reach the voicemail prompt would still show in analytics portal to have accurate reports on how many calls were missed.
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 -
Adding a "country" filter in analytics portal
Add a "country" filter in analytics portal, under performance report tab
20 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 -
Remove old or inactive users from Business Analytics
Delete old/deleted users from the 'Users Dashboard - Default' table in Business Analytics.
9 votes -
Ability to create and export custom reports
- Add an option to export custom reports with time fields (such as call duration, agent handle time, etc.) formatted explicitly as
hh:mm:ss(hours:minutes:seconds). - Ensure this format is consistent across both CSV and Excel exports, allowing for accurate time analysis and easy integration with other tools and workflows.
- Where relevant, support extended formats like
[h]:mm:ssfor durations exceeding 24 hours, as commonly used in timesheet and workforce data exports.
Rationale:
- The
hh:mm:ssformat is widely recognized and supported by both Excel and CSV parsers, ensuring that time values are correctly interpreted and easily manipulated in downstream analysis. - Many organizations rely on…
2 votes - Add an option to export custom reports with time fields (such as call duration, agent handle time, etc.) formatted explicitly as
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Report of All Active Call Queues with Manager Names Assigned to Each
Requesting to export a full report of all active call queues with manager names assigned to each.
1 vote -
performance report on IVR external transfers
I need to pull up performance reports on how many IVR calls went to the external transfer
3 votes -
Shared contacts
Hello Team,
I’d like to submit a feature request on behalf of a customer who is using the Shared Contacts Directory feature.
Request:
Enable users (particularly Super Admins) to manually edit or delete individual contacts in the Shared Contacts Directory directly through the Admin Portal—without the need to download, modify, and re-upload the entire Excel file.Background:
The customer is an IT partner currently setting up a new RingCentral account for a small business. He expressed concern over the current process, as it is inefficient and inconvenient, especially for smaller teams that need to make quick changes to individual entries.…
1 vote -
Average Hold Time and Call Park per Call per User
It should have options where average hold time and average call park are also available per call, per user.
1 vote
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