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  1. 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.

    2 votes

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  2. Business Analytics - Queues currently has Average Speed of Answer for the KPI Widget, but not for the Table Widget.

    Average Speed of Answer is also availabe in Performance Reports.

    Please vote to get Average Speed of Answer added to the Business Analytics - Table Widget for Queues.

    Thanks,

    2 votes

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    1 comment  ·  Other  ·  Admin →
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  3. 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.

    6 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  4. I understand your frustration. It seems inconvenient to have to manually make yourself inactive each time you close the app. I agree that it would be more convenient if this process were automatic. Have you checked if there is a manual available for optimizing the settings on your computer and iPhone? It might provide some helpful information.

    2 votes

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    0 comments  ·  Other  ·  Admin →
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  5. 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…

    5 votes

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    0 comments  ·  Other  ·  Admin →
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  6. Add the option to select multiple users in managing call logs in the reports.

    3 votes

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    0 comments  ·  Other  ·  Admin →
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  7. 1 vote

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    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  8. We would like to be able to share a user's direct number as a caller ID with other users.

    2 votes

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    0 comments  ·  Other  ·  Admin →
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  9. This option is available in Live Reports so it should be available too in Performance Reports.

    2 votes

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    0 comments  ·  Other  ·  Admin →
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  10. no widget showing answers to outgoing calls.

    1 vote

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    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  11. When gathering report for a certain call and need to download the report to where the calls are being transfered to not be done manually but the data is automatically showing to where it was transfered

    2 votes

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  12. The ability to edit all the global filters in Business Analytics dashboards created by someone else and shared with others. Right now, there is view-only access and the ability to duplicate the report. We'd like to minimize the # of ad-hoc reports being used by Supervisors, and instead allow one dashboard of all widgets exec leadership deems critical, with the option to filter the global filters so that any one given Supervisor can see (1) their team's performance, and (2) within whatever date range they require.

    1 vote

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    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  13. abandoned callbacks...if a user is able to connect to a queue and drops within 5 min or less, can the system be built to perform a callback? and add it as a reporting metric?

    1 vote

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    New  ·  0 comments  ·  QOS  ·  Admin →
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  14. In the Business Analytics tab, we are wanting to get a trend graph that would show call volume split by every quarter hour (15 minutes) to allow us to better plan out lunch timings for our agents.

    1 vote

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    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  15. 1 vote

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    New  ·  0 comments  ·  Subscriptions  ·  Admin →
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  16. When running the KPI for abandoned and refused calls, there is no option to drill down to see which extensions it is tagged from

    4 votes

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    0 comments  ·  Other  ·  Admin →
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  17. 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.

    25 votes

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    Planned  ·  0 comments  ·  Other  ·  Admin →
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  18. We would like to have a report wherein we could get the total number of calls based on the Caller ID number used.

    8 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  19. Currently, users can only view same-day 'Voice Transcription' but not prior dates which will allow Quality Analyst, Managers, Supervisors, and Workforce Management to access the 'Voice Transcriptions' hence the feature request, thank you.

    1 vote

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    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  20. Please consider providing some kind of visibility in call logs for the calls you block. Our issue is that the blocking is apparently too aggressive and effectively preventing many healthcare facilities from sending us faxes. Our staff have been sending us complaints such as "lots of places telling us the faxes are not coming through and are failing" but call logs show nothing. Note that fax is widely used in healthcare because many email systems are not HIPAA compliant.

    1 vote

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    New  ·  0 comments  ·  Other  ·  Admin →
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