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  1. The issue at hand revolves around the inaccurate tracking and categorization of forwarded calls from a queue in the analytics system. When calls go unanswered and are subsequently forwarded, they fail to be properly recognized as missed calls within the analytics reporting. Consequently, this discrepancy leads to an underestimation of missed call volume, skewing the data on call activity and hindering the ability to gauge call handling efficiency accurately. This oversight presents a significant challenge in obtaining a comprehensive understanding of customer interaction and service performance metrics. Addressing this issue is crucial for refining operational processes and ensuring that customer…

    2 votes

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    0 comments  ·  Other  ·  Admin →
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  2. Add the time spent on DND (per user), calls transferred between specific departments (from admin to sales) and unsuccessful call transfers (if possible, between specific departments) on the reports

    1 vote

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  3. We would like to have a report wherein we could get the total number of calls based on the Caller ID number used.

    4 votes

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  4. I am looking to run a monthly KPI report for multiple queues, that is broken down daily and shows total Monthly KPI's at the bottom.

    I am being instructed to run a daily report and then compile at the end of the month, but if RingCentral already can pull monthly information why not have it just display how those numbers were totaled?

    Mitel was able to run the attached report.

    1 vote

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    0 comments  ·  Subscriptions  ·  Admin →
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  5. Is there a way to set the performance report data refresh to more often than every hour

    1 vote

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  6. I noticed that there is an option on the analytics page wherein there is a count and percentage of Missed calls but it's only with voicemails, I'd like to have a metric that includes missed calls for those that didn't leave a voicemail or "Refused calls", especially for those inbound calls.

    3 votes

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  7. Looking to create a process of identifying transferred chats routed back to the MVP queue due to the unavailability of agents in the intended queue (TCR, Billing, CERT). Although we currently rely on audit history, it's not feasible to check for all transferred chats. Our objective is to establish a more efficient method for tracking and quantifying these occurrences to better understand the volume of chats routed back to Support agents.

    https://support.engagement.dimelo.com/content_threads/65ef41ae346eaf0007529475?q=id%3A%20%2265ef41ae346eaf0007529475%22&content_id=65ef44dc346eaf0007529586

    1 vote

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  8. Automatically remove the data of the users who are on leave when creating a performance report like calls they receive directly to their extension, call queue, or from transfer calls.

    1 vote

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  9. We would like to have the KPI in Analytics to see the average talk time PER CALLER.

    2 votes

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  10. We need reporting for prior 12 months! Year over Year data would be incredible

    1 vote

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  11. Limit access to only one dashboard for a site.Site call logs permissions to only access call logs and analytics data from their assigned site.

    3 votes

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  12. In regular text messaging through your phone (and not an app), there is the ability to “LIKE” a comment with a thumbs up. The ability to do that on ring central would be nice. If it already exists, please let me know how to do so

    1 vote

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  13. We'd like to be able to track SMS texts sent and received in Business Analytics in additional to phone calls.

    4 votes

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  14. Would love to have access to changing the date range in business analytics regardless of the user. Right now, if one user creates a dashboard, another user cannot change the date range.

    2 votes

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  15. Please add the ability as a super admin to edit, delete, transfer ownership of dashboards that are owned by other people. This would help with employee turnover and adjusting dashboards when the employee is not able to.

    13 votes

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    Planned  ·  0 comments  ·  Other  ·  Admin →
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  16. To easily specify what queue is experiencing poor and moderate calls rather than 1 by 1 checking the extensions and their respective call queues membership.

    1 vote

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  17. Currently super admins cannot edit live reports created by others, or see someone's private live reports board. It make it tough to manage.

    1 vote

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    0 comments  ·  Live Reports  ·  Admin →
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  18. Enterprise Portal Level Analytics covering all accounts listed at the enterprise level. This would stop having to visit each account individually for Super Admins/Enterprise Admins to create reports and dashboards.

    1 vote

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    0 comments  ·  LOB  ·  Admin →
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  19. In Business Analytics - Dashboard can be shared to a group.

    When the group membership changes (new member added, or member removed from group), currently this does not change the dashboard sharing/access.

    The current workaround requires admin to redo each dashboard permissions with the updated group members. This is time consuming and creates rooms for errors.

    If the dashboard is shared to a group, system must know who the current members are and apply permissions accordingly.

    1 vote

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    0 comments  ·  Adoption & Usage  ·  Admin →
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  20. Currently, in Business Analytics, widgets such as KPI and Graphs can be configured to target specific "queue agents".

    However, when new agents are added to the queue, the widget do not pick up new queue agents.

    This results in admin having to reconfigure every single widget when queue agent membership changes, which is very time consuming and opens room for errors.

    If the "queue agent" is selected and not specific agent checkboxes, the system should know to always scan all agent members of the queue at all time.

    1 vote

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