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564 results found

  1. Call Report that will show reason it was declined

    6 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  2. Customer wanted to be able to check the reason why calls are getting dropped.

    8 votes

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  3. Currently we can only select All Calls, Non-Queue Calls, or just one call queue. We can do the math to get the number we need, but we don't get the specific details we want for those specific queues in one place. Currently we would have to go to each queue separately to get the specific info we want.

    4 votes

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  4. I need report capability from an IVR menu to see which key presses callers are hitting and would like the following information: # of incoming calls, duration of call, missed calls. Example from my Main IVR menu we have multiple locations - each location has a key press and then a sub menu. I want to see rom my total number of calls daily - what % of calls are going to each location. Then the same thing from my Sub menu IVRs.

    18 votes

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    Planned  ·  0 comments  ·  Other  ·  Admin →
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  5. we would like the ability to run a user report that could breakdown the following user stats related to availability in call queues, measured in total time:- on a call- idle (user available but not on a call)- DND

    9 votes

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    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  6. Customer would like to have an option to view the numbers of abandoned calls from analytics report.

    4 votes

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  7. 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…

    3 votes

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  8. 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…

    6 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  9. When a call has been monitored, the call is no longer showing in Business Analytics.

    2 votes

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    0 comments  ·  LOB  ·  Admin →
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  10. Super Admin should be able to access voicemail recordings using the Call log report

    2 votes

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  11. have a call park reporting in analytics

    2 votes

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  12. Customer would like to have the option to set a label for the phone number to show in the call logs.

    Currently, call logs will show the phone number in "from" for outbound calls. The customer would like to be able to set a label.

    Feature request for Super Fares.

    2 votes

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    0 comments  ·  Other  ·  Admin →
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  13. There should be an option wherein we can search for the most called hours for that month or week, because we are aiming to know on which hour do we have most call volume for the purpose of availability of schedules.

    3 votes

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  14. Customer provided screenshot of the (07) phone numbers that they want to remove on the Analytics , there is a information showing " Data for Deleted numbers is stores for 6 months".
    These numbers where the temporary numbers for porting, and the port was completed on the 8th of February.
    Customer has asked to have them removed from Business Analytics so as to make it easier for Executives to build their own Business Analytics dashboards.

    2 votes

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  15. Add average handle time to business analytics' table section for users dashboard so we can check on the average handle time of each user. This is currently available under the performance reports but it is a big hassle to switch to performance report only to check on the average handle time.

    4 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  16. Customer on 22045665 is requesting to have a feature where RingCentral Analytics can be added on the API for Monday.com CRM, or at least, sync their performance reports on Monday.com without manually exporting an excel file.

    2 votes

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  17. Have the business analytics data auto refresh throughout the day so it can be kept up on a live screen and shared.
    Also have a hold queue update so we can see if their are guests on hold in real time.

    1 vote

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    0 comments  ·  Live Reports  ·  Admin →
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  18. The customer wants to have an access to reports for their users' login on their call queue groups.

    2 votes

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  19. The performance report should show the percentage/counts of the internal transfer and external transfer in the dashboard without checking every call of every user

    When checking the performance report there is no filter that the customer can use immediately to see which calls are being transferred. The customer still needs to check each call manually under Performance Report to determine which has been transferred.

    1 vote

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  20. The Abandon (Hold) metric is misleading. It counts when a caller hung up while they were on hold which is perfect - this is what we want. However, it also counts other scenarios.

    We have callers choose the customer service option from our IVR often. Many times, they need to speak with another department or someone specific. The customer service queue member will place them on hold prior to transferring the call. If the transferred call isn't answered, that counts toward the queue members Abandon (Hold) count. It doesn't matter if the caller leaves a voicemail for the intended extension…

    1 vote

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    0 comments  ·  Other  ·  Admin →
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