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  1. The ability to get more information on abandoned calls within live reports. Currently we can view how many calls have been abandoned on a live report but there is no way to get any other information unless you investigate performance reports. it would be of benefit to be able to get this information straight from the live report page so that customers can be called back.

    3 votes

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  2. 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,

    2 votes

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    1 comment  ·  Other  ·  Admin →
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  3. Expired Meetings - To be able to look up expired Meeting ID's to see who originally created them, along with the Date/Time the Meeting ID was created to quickly determine if the person is using an expired Meeting ID. This would greatly aide in troubleshooting the cause of an improper practice used by Users.

    3 votes

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    0 comments  ·  Other  ·  Admin →
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  4. In Live Reports, we would like the ability to see the amount of time (hours:minutes) that the member of a queue is set to "Available" throughout the day.

    3 votes

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  5. If there is possibility to have separate option tab for caller who missed calls Hang up ,missed calls Left voicemail, missed calls. so they can easily filter that options in the admin portal.

    3 votes

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  6. When running the KPI for abandoned and refused calls, there is no option to drill down to see which extensions it is tagged from

    4 votes

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    0 comments  ·  Other  ·  Admin →
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  7. Need to Have a Separate Filter in Performance Report for Internal outbound call and External outbound calls, Currently the External calls are combined for Inbound and outbound External calls, and Internal Calls are only for outbound internal calls

    3 votes

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    1 comment  ·  Other  ·  Admin →
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  8. Call queue abandonned calls: to be able to report specifically on the source (calling numbers). For each specific calling number, show:
    - how many times this number called the call queue
    - how many times they hung up while in the call queue or while the agent phones were ringing
    - CRUCIALLY (this is the most important part , DID ANY AGENT IN THE CALL QUEUE EVER CALL THEM BACK?

    3 votes

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    0 comments  ·  LOB  ·  Admin →
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  9. Add a new column to Reports with link to a pop out note that can be fill up by the call center operators - describing the call description/categories, operator name, etc. This will help for call center reporting/management to track the calls details / specifics and not only the metrics.

    2 votes

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    1 comment  ·  Live Reports  ·  Admin →
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  10. I hope that we have the option to customize the tabs we have from the Analytics, like changing the color for each tab, which can help us determine the tabs quickly.

    4 votes

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    0 comments  ·  Other  ·  Admin →
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  11. Implement a way for Analytics users to also access call recordings. For example: if a manager needs to access the call recordings from a DR's (Direct report) extension, they have to log into the RingEx portal, search for that DR's extension/name and then access the recordings there.

    2 votes

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    0 comments  ·  Other  ·  Admin →
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  12. % Missed (w/VM) is defined as "Percent of user’s inbound calls that were missed (including voicemails)." But it doesn't specify if the calls are to the queue or their direct number.

    3 votes

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  13. Sean wants to create a custom role in which David and John only has access to a limited set of users or users that are assigned to a specific site.

    2 votes

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  14. 2 votes

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    1 comment  ·  Admin →
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  15. How can I ensure that a call that is forwarded also shows the original caller's ID, not the forwarding extension information

    2 votes

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  16. The customer wants to have an option where RingCentral can provide a report if a call queue needs more call takers/member

    2 votes

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    0 comments  ·  Other  ·  Admin →
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  17. The customer has an idea of being able to call a park to a specific extension.

    2 votes

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    0 comments  ·  Other  ·  Admin →
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  18. We'd like to be able run historical reports showing the same info as Download/Agent State Log - but with ability to filter run report using the following criteria :
    date/range of dates
    individual agent ID/list of agent ID's
    call center teams

    2 votes

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  19. When filtering call information, its helpful to see the KPIs for Outbound calls as well.

    4 votes

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    0 comments  ·  Other  ·  Admin →
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  20. We need an analytics report for SMS messaging

    2 votes

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