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  1. 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

    17 votes

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    Under Review  ·  5 comments  ·  Other  ·  Admin →
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  2. Hello Team,

    Customer is requesting if he could view all the call logs on the RC app that includes not only his extension but the other extensions and external transfers. Just like the Call log that you can find when you access the reports in the admin portal. He mentioned it will be more accessible for him to have it on the app instead of accessing it on the admin portal since he is always working on the field and has no access to a desktop.

    5 votes

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    0 comments  ·  Other  ·  Admin →
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  3. 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

    5 votes

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    1 comment  ·  Other  ·  Admin →
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  4. on call waiting a person can be put on hold and answer another call.

    2 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  5. Requesting for this feature to be enabled for the client for business needs. Only need to enable sms feature for inbound sms only.

    2 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  6. The option to choose a male or female voice for the text to speech prompts

    2 votes

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    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  7. Provide a dark mode option for Business Analytics.

    5 votes

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  8. Reporting Enhancement: Inbound MVP: Add categories for type of call for MVP queues. This will allow us to to understand the types / reasons for inbound calls

    3 votes

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  9. ringcentral software automatically logs in when a contact is entered

    1 vote

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    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  10. Hello Ring team,

    We would like to generate a call log report that differentiates between outbound calls made from physical phones and those made through the app. This report will help us understand the working patterns of our remote staff better.

    2 votes

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    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  11. Add reporting capacity to get more insight into transfers and to delineate cold vs warm transfers. To then be able to do the following based on that:

    1. Generate reporting on the total numbers of each.
    2. Generate reporting on the percentage of each in comparison.
    3. Generate reporting on the percentage of total call volume.
    4. Generate reporting on how many transfers customers experience with the ability to highlight above an indicated threshold.
    5. Facilitate insight into if an agent is shunting calls and highlight other undesirable behaviors or customer experiences to facilitate coaching or remediation.

    Currently, there is only the ability to look…

    3 votes

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  12. I would like to be able to pull history reports for everyone's faxes for the last year and see if they included a cover letter, who it was sent to, and time in a detailed report.

    3 votes

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  13. 2 votes

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    1 comment  ·  Other  ·  Admin →
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  14. Need to see how many users use business analytics reporting

    2 votes

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  15. Have the analytics tool pull location information from nomadic 911 IP location data. That way the information doesn't need to be loaded into both 911 and analytics.

    6 votes

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    0 comments  ·  Other  ·  Admin →
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  16. When you check call logs and filter by User Extensions, calls from the call queue or user extensions show outbound calls instead of inbound. It would be best if calls were shown according to the original action taken, either inbound or outbound, regardless of whether we filter the calls.

    2 votes

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  17. The customer needs the total number of calls that were answered by their call queue members within 30 seconds for their SLA excluding abandoned calls. Under the Performace report > call queue, no option to filter a KPI for SLA for the call queue members who answered a call within 30 seconds.

    5 votes

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  18. give permission a user to access call logs just for particular extension

    2 votes

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  19. The agent is currently on a call with a customer and needs to add another person to verify some data. To do this, the agent will put the first call on hold, make a call to the additional person, and then press the "merge" button to create a three-way conference call. However, it's important to note that when the conference call is initiated, the call recording will stop and we won't be able to hear the entire conversation. Since we rely on these recordings for quality assurance and performance measures, it's crucial to capture the entire conversation, even during a…

    2 votes

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  20. User extension is member of a call queue which shows 142 refused calls in analytics report however the phone numbers for refused calls are not showing in both call logs and analytics.

    When the system detects a routing loop the calls that circle around time after time with in seconds are discarded and will not show up in Call Logs or Analytics. This would be a feature request for BA reports as no further development is being put into PR reports for nearly two years now.

    Request to show phone numbers list for loop calls for call queue and user…

    2 votes

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