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  1. Business Analytics - Queues currently has Average Speed of Answer for the KPI Widget, but not for the Table Widget.

    Average Speed of Answer is also availabe in Performance Reports.

    Please vote to get Average Speed of Answer added to the Business Analytics - Table Widget for Queues.

    Thanks,

    3 votes

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  2. Requesting for this feature to be enabled for the client for business needs. Only need to enable sms feature for inbound sms only.

    2 votes

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  3. Add the option to select multiple users in managing call logs in the reports.

    4 votes

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  4. Enable to receive fax from a auto-generated fax from a phone number. We tried to use the RingCentral phone numbers to received the fax but we are not able to receive it. The number was use to send the fax is unknown as we never receive any from the sender itself.

    1 vote

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  5. Customer would like to have an option to view the numbers of abandoned calls from analytics report.

    7 votes

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  6. This is for ENGAGE VOICE. This is for ALL historical reports, under the date range section it would be great if you add an option for “Today” just like you have “Last 7 days” “Last 30 days” and so on.

    1 vote

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  7. At the moment, we are limited to adding up to 10 users or 10 teams per data export request of company chats. We would like to have an option to add as much users as we want when exporting conversations/chats to expedite data collection.

    1 vote

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  8. We would like to have access to both reports of calls from RingCentral and Contact Center in a single page on the analytics portal.

    1 vote

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  9. 2 votes

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  10. I need assistance in identifying the caller ID on the performance report.

    3 votes

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  11. Have the analytics tool pull location information from nomadic 911 IP location data. That way the information doesn't need to be loaded into both 911 and analytics.

    6 votes

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  12. Being able to call out to +590 Destination _ BT Accounts

    Description: To be able to call out to +590 destinations ( Saint Barthelemy ) French Teritory

    Current Behavior: The country code isn't included in the portal under French Teritories. Just French Guiana & French Polynesia
    On the session log, its says " Rate not defined "

    Portal > Billing > Calling Rates > International > French

    1 vote

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  13. We would like to have a report wherein we could get the total number of calls based on the Caller ID number used.

    10 votes

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  14. Currently, when a call shows DROP it means the Agent hung up the call but when the call suddenly drops it is still labeled as DROP. These need to be labeled differently.

    1 vote

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  15. Be able to change the status of the Extension on there RingCentral app
    customer also request to have an button to have an option to log on the application of the other extension.

    1 vote

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  16. The customer needs the total number of calls that were answered by their call queue members within 30 seconds for their SLA excluding abandoned calls. Under the Performace report > call queue, no option to filter a KPI for SLA for the call queue members who answered a call within 30 seconds.

    5 votes

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  17. Feature Description: Add the capability to display the MAC address and/or serial number of the phones that receive calls in the call logs, specifically for hotdesking setups. This will enable administrators and support staff to easily identify which physical phone received a call, improving troubleshooting efficiency and system management.

    Use Case
    In hotdesking setups, users frequently move between different physical phones. It becomes challenging to track which device received a call when reviewing call logs. By displaying the MAC address and/or serial number of the receiving phone in the call logs, administrators can:

    Easily identify the physical device: Determine which…

    1 vote

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  18. We have a call center that has their own call queue, a customer calls the Call Center, and they perform a warm transfer to another call queue, to get the customer to a parts guy.
    When looking at the analytics, to see the calls to that parts call queue, the warm transfer to that call queue counts as a call, and the connection of the customer to the part guy counts as a call. We would love to be able to filter out these warm transfers

    1 vote

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  19. We need the IVR system to check the caller’s number when they press 1. If the number is already in our database, indicating that the caller is an existing customer, the call should be routed to the existing customer team (option 2) instead of being forwarded to the call-answering service.

    1 vote

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  20. Problem: When a user is a member of a group and is expected to take incoming There is no way to report on the time a ringcentral user was in DND or in Analytics access to see DND status from "Take all calls" to "Do not accept call queue calls" statusSolution: Analytics access to see DND status from "Take all calls" to "Do not accept call queue calls" would allow this to be reported on. Currently you can see this in the Audit trail section - but you can only see the transitions - the amount of time has to…

    11 votes

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