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  1. Please could you implement a way that we can create a report based on certain inbound numbers/or contact. Use case as an example, say we want to track the amount of inbound calls from a particular client for a week, month etc.

    4 votes

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  2. The account holder location (country of origin), should determine the format in which the data such as start time field, (the date and time stamp) in the performance reports is reflected. In Australia we use Australian English settings for all office applications. When we carry out performance reports, all the date time stamp entries are read as invalid data. This is an Extremely urgent request as only have a couple of weeks to go to submit the report for the year.

    2 votes

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  3. Hello, could it be possible to get reports for calls for the past 12 months?

    3 votes

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  4. Would love the ability to pull reports for things like talk time and total calls over the course of weeks or months at a time vs. needing to pull all of that independently; currently pulls the total, but unable to break that down into detail

    3 votes

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  5. ...ve reports.. Requesting to have an optio to identify transferred calls to overflow call queue and unanswered calls from the abandoned calls KPI in live reports.

    3 votes

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  6. It would be nice when selecting a time frame to be able to select Sun ~ Saturday in addition to last business week Mon~Fri. We can do last 7 days and sort of make that happen with the day of the week we deliver the report, but we'd like to track calls including weekends on weekly reports. It would also be nice if we could have one desiged report for asite, and then on the subscription be able to specify which timeframe is used, so instead of designing 2 reports for Monthly and Weekly, we have one report, and two…

    1 vote

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  7. In Analytics, can another KPI be added that counts the number of calls that had been forwarded when users have applied ‘Custom Rules’ and the new ‘Forward all calls’ feature.

    2 votes

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  8. Once a useful report is created, it should be able to be added to a dashboard

    2 votes

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  9. Problem:No option to add a daily subscription for Quality of ServiceSteps to Reproduce1. Go to Reports Tab2. Analytics Tab3. Subscriptions4. Create New5. Clicked Report Type ( tried to create new subscription but see no option for Quality of ServiceActual Behavior: When creating a new subscription, there's is no option showing for Quality of ServiceExpected Behavior: To add an option of adding subscriptions for Quality of Service

    3 votes

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  10. Need Reporting dashboards to have more than one editor. Currently only the creator of the dashboard can edit the dashboard. Even admin can only view another users dashboard and not edit. Original creator should be able to give access to another editor and admins should be able to edit all dashboards by default.

    5 votes

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  11. I would like to have customers able to change the color scheme of the circles and other call indicators on analytics and QOS pages. Maybe should have the option to change them all due to people with optical issues such as color blindness.

    1 vote

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  12. Customer would still like to have an option on the call logs to filter it by hours to shows specifi calls they want to display since filtering the report right now shows all and multiple pages need to click

    4 votes

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  13. There should be a way to see how long an agent has been on their current call. This would be benefical to managers/leads to be able to monitor so that they can accurately staff the queues, resolve issues, etc. For example, if a manager sees that their agent has been on a call for an extended period of time, they would know they need to perhaps reach out to the agent and see if there is any way they can assist the agent or if there is an issue that needs attention.

    Most voip and phone system companies have this…

    4 votes

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  14. Daily, weekly and monthly logs of all SMS sent by agents and who they are sent to is required for proper auditing and in order to avoid unwanted activities.

    11 votes

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  15. We need a feature for standard users to have call metrics so they can review how many calls they made and received. A dashboard similar to Analytics for administrators. Currently, Analytics displays all users calls, but want this feature only tied to the users account so they can only see their call metrics.

    4 votes

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  16. Hi, it would be really helpful if on our analytics reports we can filter it out to only show International reports. We could really use it on our end.

    14 votes

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  17. Available vs unavailable hours per Queue memberAvailable start time (per day) per Queue memberAvailable end time (per day) per Queue memberBusy hours average (Busiest hour of the day on average)Busy day average (Busiest day of the week on average)Ability to compare week to week OR month to monthAverage talk time per Queue MemberCall Rating average total and per Queue memberTotal calls NOT answered by an available agentTotal calls NOT answered because all agents were unavailable

    3 votes

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  18. You are providing to much access for employees to be able to view call logs and analytics when this level of data is not needed for their job. Employees are able to log in, web or app, and view the call logs (and corporate analytics) of the entire company and then download the entire log. The APP allows an employee to view analytics and billings. This is not acceptable. CHANGE REQUEST: As a company and client, WE should be able to limit or grant the data any employee as access to. The min is a phone and voicemail. This current…

    2 votes

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  19. We want to be able to calculate our service level (for example, we answer 90% of calls within 20 seconds) based on a certain time frame. To be able to do that, we need to see the time the call is answered or the speed of answer for each individual call. This will just need to be added as a column to the Call Performance Report as a column we can add and export.There is already a service level widget on the Analytics report and an average speed of answer for the users so the data is being captured, but…

    7 votes

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  20. Please may we request the ability to set/change the date format in RingCentral Analytics?Currently the format is Month/Day, but here in the UK we are accustomed to working with the Day/Month format.

    3 votes

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