Skip to content
← RingCentral Ideas

Analytics & Reporting

Analytics & Reporting

Categories

JUMP TO ANOTHER FORUM

(thinking…)

How can we improve RingCentral?

(thinking…)

Enter your idea and we'll search to see if someone has already suggested it.

If a similar idea already exists, you can support and comment on it.

If it doesn't exist, you can post your idea so others can support it.

Enter your idea and we'll search to see if someone has already suggested it.

  • Hot ideas
  • Top ideas
  • New ideas
  • My feedback

293 results found

  1. 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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  2. 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
    Under Review  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?

  3. 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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  4. 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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  5. 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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  6. 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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  7. 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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  8. 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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  9. 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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  10. 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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  11. 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
    Under Review  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?

  12. 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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  13. 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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  14. 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
    Under Review  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?

  15. 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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  16. Analytics Report Issue

    Add a reason why the call didn't go through even though it's beeing counted in the #'s

    2 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  17. 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
    Under Review  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?

  18. Add Column for reports to view voicemail box Listened vs Un-listened

    Being able to add a column to view quantity of voicemails Similar to on the "users with extensions" List on the admin portal.

    3 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  19. Outbound Call being identified as connected or missed.

    Currently there is now way to identify if outbound calls are connected to a customer or missed. And since the call length of some calls that are going to voicemail are over 1 minute, it is impossible to filter out all outbound calls that go to voicemail. If there was a signifier such as the missed/answered identifier on inbound calls, it would be very helpful analytical purposes instead of guessing if a short call was connected or went to voicemail.

    7 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?

  20. Analytics, average number of calls during a period (not just a day)

    I need to know our busiest hours during a specific period (e.g., the past two months). Currently, you have this report by day; however, our volume of calls varies. Also, it should show the cumulative in each hour, so I can know what percentage of our calls in that period happens in a specific hour or hour. For example, in the last trimester 57% of our calls happened between 11 am and 2 pm.

    5 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?
1 2 … 6 8 10 … 14 15
  • Don't see your idea?