776 results found
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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 -
Reports/Analytics: Detailed Data on What Happened in a Call Journey (Call Queue)
To have a detailed call journey report on call queue calls wherein it shows the current status of the call queue members while the call is waiting in the queue. To also show if the pending caller on the call queue during that time has been transferred to the overflow call queue if a) already the 6th caller if the number of callers allowed in queue is 5; b) Reached the maximum wait time; c) No call queue members available during that duration. Can be added to the call details when clicked on Performance Report > Calls. Or it should…
58 votesDetailed visual Call Journey view for each and every call is going to be implemented in Business Analytics - Call Records widget where for CQ calls, you can expand the entire journey in a separate window and can see all the call legs and times, etc.
But this will be part of Business Analytics Pro tier, and not Essentials. For essentials, it will be a non visual way of showing all call legs between different extensions.
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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 -
Generate a report on a date range but only on specific time of the day
Please have an option in Analytics to generate a report for a date range but the result should only display calls on a specific timeframe for each day. For example, generate a report for January 7 - January 14 but the result should only display calls from 7 AM to 12 NN
46 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 -
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 -
Persist KPI Filter Settings Across Analytics Sections
When users modify the KPI filter in the Performance Report and navigate to other sections within Analytics (e.g., Business Analytics), the KPI settings reset to their original state upon returning to the Performance Report. This request proposes enhancing the system to retain the user's KPI filter settings across different Analytics sections.
Current Behavior:
Users adjust the KPI filter in the Performance Report.
Upon navigating to another Analytics section (e.g., Business Analytics) and returning to the Performance Report, the KPI filter reverts to its default state.
This requires users to reconfigure their KPI settings repeatedly when switching between sections.
Requested Enhancement:
…
3 votes -
Send outgoing SMS as a Call group
Calls can be made by call group members using caller ID with the call group's phone number. I'd like to see this extended to SMS where group members can send outgoing SMS "from" that call group.
1 vote -
Wait Settings under Call Queue KPI
Customer would like to have the KPI for the calls being transferred to Wait settings " hen maximum wait time is reached, send caller to" to check the result
1 vote -
Analytics alert when the number of calls exceed threshold
looking at the Alerts section in the Analytics portion of the portal to configuring an alert
when a specific call threshold is exceededwe need to be able to configure email alerts that get triggered when the number of calls in x minutes exceed a specific threshold, for instance during a potential voice-based attack, you could be getting 10-15 calls in 2 minutes on a specific number or extension.
8 votes
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