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  1. On the performance report it would be helpful to have the VM/Missed separated from the Missed calls. Currently we are going through the call log manually to separate them out. We have to keep track of how many calls ring through and make it to voicemail so having those set completely from missed calls that just hang up before VM would be great.

    3 votes

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  2. This will help us to understand the use cases of how our teams are using RingCentral messenger for collaboration. Are they still doing the vast majority of lengthy messages in Email, or are we seeing a transition to MVP?

    1 vote

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  3. We recently rolled out Live Reports for some of our call queues and we love it! One feature that would make it even better is if we knew whose phone was about to ring. We would love to see a widget on the live report that displayed the next 3-5 people whose phones were about to ring and the order in which they would ring. This would be helpful for training new call center agents, or just letting existing agents know when they've got time to re-fill their coffee mug.

    21 votes

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  4. We have a report showing how many missed calls happened in a set time period. I'd like to identify how many unique customers this likely was. If we know that the same number called 8 times in five minutes and we couldn't answer that was one missed customer. If we had 8 different numbers missed in five minutes we've missed eight customers. It would be helpful to identify that.

    8 votes

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  5. I want to know what time our employees is logging in want to have a way to know the exact time when they logged in to there apps

    4 votes

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  6. This would be useful to determine how quickly the callers are abandoning the call. Are they leaving in less than the established threshold? This historical data would provide some much needed insight that would assist in making adjustments as needed to better serve our customers and see and understand trends.

    1 vote

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  7. Grant access to super admins to view active subscriptions for our end users Essential.

    4 votes

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  8. For the customer not to download manually the average wait time for all calls. System needs to have an automated version to compute the average wait time for all calls.

    2 votes

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  9. This would give more accurate reporting for how many calls are made and how much time is spent on calls by employees, regardless of whether they're video or voice only calls.

    1 vote

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  10. Current functionality:The "Name" checkbox to include all users in the Users/Groups/Depts/IVRs/Queues filter seems to be setting the filter value to a static list of all current users. If I had saved a report yesterday that included all users, and we onboarded a few new team members today (including having them added to the phone system), the saved report does not include those incoming users. Instead, the filter maintains the static list that was set based on yesterday's users.The new users show up in the filter now, but I must manually add them to the list of included users either by…

    3 votes

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  11. It would be helpful to be able to export an excel of all users/extensions along with all of their configuration settings.IE a detailed report with all the configured user settings (For auditing) such as who has personalized voicemail greeting settings versus who is using the default

    7 votes

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  12. Admins should be able to select multiple queues when looking at Users under Performance reports.

    3 votes

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  13. Creating a data comparison of monthly KPIs all in one spreadsheet.Please see attached.

    6 votes

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  14. It would be better to include the line graph from the performance reports when downloading/exporting the report via pdf file

    3 votes

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  15. It would be awesome to give managers access to see their team's call volume instead of them asking IT for it all the time.

    1 vote

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  16. Would like to have a way to check how many calls we receive on phone number assigned to IVR Menu in your Analytics Portal. Where the calls are being routed and on what key presses caller did press.

    3 votes

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  17. We only want to see the missed calls information when we're on business hours. However, since our hours each day aren't always the same, it would be a great help if there was a way to set the hours daily to different time periods.As it is, there is only one option for the duration of when it starts/stops, but while it would normally be fine as most companies have set hours during the week, there are also some companies like us that have different hours.Ex:) Mon: 8am-5pm Tue: 10am-6mThanks for the consideration.

    1 vote

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  18. Not enough details in Analytics Portal. For example, while call queue calls show which calls were picked up, there is no indication of member status at the time the call came in. Audit trail would need to manually be checked, along with call log to identify if Agent was set to Take all calls at the time that the call came in. Another instance is that while there is a KPI of Abandoned Hold, it does not show which call it is, to make it easier to track and listen to, should recording exist.

    2 votes

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  19. We need to analyse incoming and outgoing calls from clients to see who is and who is not contacting us. The number alone is no use.

    1 vote

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  20. Would you please create a function so that someone can see analytics for some users but not all? This way the manager of a department may access analytics for their department without being given access to the entire company.I would also suggest greater internal communication on suggestions-- it took a lot of steps and apparent miscommunications to be directed here.

    6 votes

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