296 results found
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option to see the percentage of the calls that had incomplete data captured on Analytics
Would like to have an option to see the precentage of calls that's unable to capture the packet loss and jitter on Analytics QOS Report. Those uncaptured is being tagged as good call due to null data. Having this feature would allow us to see how many calls were not being tagged as Poor on QOS Report and would able us to understand the behavior of the call.
1 vote -
Generate/Download Report data per day
Customer want to have the option for data report per day. Customer want to have the option download it and not per date range.
1 vote -
Analytics to report on average calls per hour
We have an area that receives calls that are handled through a Call Queue. The manager of the area wants to look at average call volumes to manage appropriate staffing. So, they want to look back over a period of weeks (e.g. last 12 weeks) and see the average calls by weekday and time. (Sundays at 9 AM, 10 AM, 11 AM... Mondays at 9 AM, 10 AM, etc.) All of the analytics available make this unique by date, but we want to look at the AVERAGE over 12 weeks of Sundays at 9 AM. That will result in better…
2 votes -
Performance report for 12 months (YTD)
Hello Ringcentral Team,we would like to submit a request to implement a report on calls received YTD.This data is crucial for our call center.Thank you!
18 votes -
QOS and call logs for CX1 to RC connections
Currently, our CX1 agents take all call on RC endpoints (RC softphone, or RC provisioned Polycom phones) via CX1 Station ID's. Unfortunately, RC call logs aren't recording these connections at all. Also, we can not get any QOS data on these calls. We would REALLY like to have QOS work on these extensions, and we'd love to see how often agents reconnect to thier agent legs.
3 votes -
ability to find out who is answering the phones when they are not on the phone and who is not.
ability to find out who is answering the phones when they are not on the phone and who is not.
1 vote -
Analytics report for specific user extension total handling time right after receiving the phone call and placing the call on hold
Wanted to see truly only the time thisuser has been live talking, not any time on hold, transfer, Hold, etc.
1 vote -
Add info detail in Business Analytics tables
Request for the column headers in Business Analytics tables to have an explanation of the metrics. For example "connected" to have a description of what connected means. This has been requested as when the reports are shared with others or sent out as a subscription the other user won't necissarily know what that metric means. If we cannot add labels can the customer change the name of the column instead?
1 vote -
Agent Performance Metrics
Customers are asking to see how long an individual or group of individuals have been logged into a queue, set to DND, in a call, etc. so that they can assess performance.
1 vote -
Count actual phone numbers dialed instead of Salesforce logged calls.
I used to love the old ring analytics, they used to show me calls per hour and total dialed numbers. Now it's showing me how many logged calls I've made. To keep salesforce not a giant mess we dial as many as 10 numbers before we log the call. Otherwise we'd be filling up salesforce activity with a million calls to bad numbers. I just want the RAW number of phone numbers I've actually dialed. And a dialed per hour. This shouldn't be hard AT ALL and I don't know how you guys' managed to build an entirely new analytics…
1 vote -
Reporting - Filter options
Reporting is so important for management to use for offsite users. Allowing a group to filter by queue and users (not one or the other) or for that matter, expanding your analytics reporting to allow for managers to report on login and logout times. Just give us more tools to report please.
1 vote -
Conference call roster of participants
provide under analytics the ability to print a report of all phone numbers that called in and participated on a conference call.
6 votes -
Auto Transfer #
In the analytics it would be really helpful to see # of calls transferred to other lines automatically if the calls are not answered. I am not talking about manual transfer.
1 vote -
User Status on Exported Performance Reports
Excel Exported Performance reports show the Status for all users as 'Active'.Including disabled or deleted users for lines that have been reset & reassigned for new staff.The results should reflect the current status of the users at the time of export.This would support filtering the results to only show currently active user accounts currently I am forced to compare the 'download user list' against the exported performance report to manually remove deleted accounts, in order to only report on currently active users.
10 votes -
Allow you contact center folks to be able to see Analytical Reports
I have a dashboard set to show how we are performing at any point of the day - including Service Level. I cannot share it with my team however, because they don't have sufficient privileges. I would like for them to be able to constantly see how we are performing to our KPI's.
1 vote -
Ability to modify the excel report from Analytics Subcriptions.
We need option to modify the fields and tabs that are included in the Analytics Subscriptions reports.
1 vote -
Add CSV option in Analytics Subscriptions
Export of raw data in CSV format is useful in creating custom reports. Currently the only file type options for distribution of Performance Reports are PDF and Excel.
4 votes -
Call Queue SLA
I would like to see an SLA to track the percentage of time that a resource spends in the call queue and the number of calls that a resource gets while in the call queue each day.
4 votes -
Analytics Report Issue
Add a reason why the call didn't go through even though it's beeing counted in the #'s
2 votes -
Call logs to multiple email addresses
Currently, under analytics, we can only send reports to 1 email address. It would be very useful for myself, as the Information Systems Director and my IT Manager to both be able to receive those reports.
8 votes
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