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661 results found

  1. Export of expanded call flow in Performance Reports

    It would be nice to be able to produce a printed/exported report of detailed call flow in Performance section of Analytics. While it can be displayed, according to support - "Performance Reports do not currently have a feature to be able to download the expanded call flow views."

    20 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  2. Call Recording Filenames RC App vs Admin Portal

    Admin Portal File Name:
    20240924-151926(219)316-4111IncomingAuto2758232453016.mp3

    RC App File Name:
    2758232453016.mp3

    Admin Portal File Name:
    20240924-1510551(219)316-4111OutgoingAuto_2758219513016.mp3

    RC App File Name:
    2758219513016.mp3

    It would be useful if when downloading call recordings via the RC App, the filename would include the same information as when downloading the same recording via online admin portal web page which appends date/time and phone number information as well as the 13 numerical characters.

    2 votes
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  3. Reporting Capability on IVR Menu for key presses

    I need report capability from an IVR menu to see which key presses callers are hitting and would like the following information: # of incoming calls, duration of call, missed calls. Example from my Main IVR menu we have multiple locations - each location has a key press and then a sub menu. I want to see rom my total number of calls daily - what % of calls are going to each location. Then the same thing from my Sub menu IVRs.

    60 votes
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  4. Missed call report that shows all available users at the time of the missed call.

    Missed/abandoned call report that shows all available users at the time of the missed call. If there was a missed call at 1pm and users were available at the time, I'd like their status to be included in the report.

    34 votes
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  5. retrieve the settings if the user was deleted accidentally.

    To be able to recover the user's ext data in case ext a was accidentally deleted.

    4 votes
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  6. Mute call recording announcement in the users end

    Creating an Idea on behalf of Edward Morra. He wants a recording announcement that won't be heard by their users but will still be heard by the callers and by the people they are calling.

    2 votes
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  7. RingCentral Toll Free number service monitoring up and down status

    Would like the feature where customer can monitor their Toll Free number/s for up and down status.
    If the toll free number service stops working, an alert could be sent to customers designated contact and/or group that needs to be made aware. This way they can open a ticket with RingCentral Support to troubleshoot and escalate.

    It would also provide the option for designated contacts to arrange for internal message, email to the company or team that the toll free service is down and they are working with RingCentral on restoring the service.

    This will aid instead on the customer…

    2 votes
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  8. The customer wanted to have the option to disable automatic AI notes using her portal for a specific user.

    The customer wanted to have the option to disable automatic AI notes using her portal for a specific user.

    1 vote
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  9. Ability to change the wrap time message in Queue settings

    When ACW countdown ends, the message says "Your breaktime is over" - Can this verbiage be changed?

    1 vote
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  10. Ability to see the caller ID number in the queue using the RingCX Real time Analytics dashboard

    Ability to see the caller ID number in the queue using the RingCX Real-time Analytics dashboard.
    The customer wanted to see the actual number of the caller ID number in the queue.

    1 vote
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  11. Ability to pull an entire year of data within the performance analytics

    I should be able to pull more than 6 months worth of data. If I need to pull YTD numbers I should be able to export that from the site without having to go back into old excel files to try to get the data.

    1 vote
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  12. I have multiple company numbers. I need to be able to toggle between all the numbers without having to log out and in each time

    I have multiple company numbers. I need to be able to toggle between all the numbers without having to log out and in each time

    4 votes
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  13. Add the Session ID column to Detailed Call Log Reports

    Add the call Session ID to the Detailed Call Log Report so we can easily group the calls together.
    The Session ID is already part of the call data, and part of the Anayltics reports, so should be simple to add to the Call Log Report and make it 100% MORE useable in the process.

    1 vote
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  14. Hold Time shows as zero on Business Analytics and Talk Time not accurate

    The customer wants to have the talk time duration accurately on the Analytics, whether separately or combined outbound and inbound.
    Should have hold and transferred call duration correct for two users.
    Also, if agent 1 transfers a call to agent 2, talk time should be 5 mins for agent 1 and 5 minutes for agent 2.

    5 votes
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  15. Comprehensive Call Tracking in Business Analytics - Including Call Queue and Individual User Extensions

    Feature Description:The current Business Analytics feature offered by RingCentral provides valuable insights into either call queue calls or user calls separately. However, there is a critical need to enhance this functionality by incorporating the ability to track calls comprehensively. This feature request aims to bridge the gap by ensuring that calls that pass through call queues are visible at both the call queue level and individual user extension level. This enhancement will provide better visibility and facilitate easier analysis of calls, improving reporting capabilities within the Business Analytics platform.

    11 votes
    1 comment  ·  Other  ·  Admin →
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  16. Ability to assign/share a User's direct number as a caller ID to other users

    We would like to be able to share a user's direct number as a caller ID with other users.

    4 votes
    1 comment  ·  Other  ·  Admin →
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  17. Ability to Filter Phone Numbers

    The customer wanted to get the reports on how many times the ANI called their number. They wanted to have settings for filtering the phone numbers on how many times it called their main number.

    1 vote
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  18. Total call time includes incoming and outgoing calls

    Total Call time widget that shows both Incoming AND Outgoing call timers for a user.

    1 vote
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  19. Ability to add common area phones to call queue

    I want to add common area phones to call queue ring group/member

    3 votes
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  20. Critical Hard Phone Failure Log (e.g., Phone Freeze, Auto Reboot)

    We are experiencing critical issues with Poly phones, including unexpected reboots and freezes during calls, despite QoS reports indicating "good" status. Unfortunately, no logs are being recorded for these failures, which hampers troubleshooting efforts.

    1 vote
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