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  1. Ability to see the first call and last call every person makes so we can see how soon after their day starts do they get on the phone and how close to the end of the day do they stop calling. This is partially available in analytics but you have to go one user at a time and sort by date/time and scroll through all their calls for the day. It would be nice for this to be available on the scheduled daily reports.

    1 vote

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    0 comments  ·  Live Reports  ·  Admin →
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  2. Report to show the following :

    • each time user logs on and off throughout day
    • Whether user is logging into PC/Laptop, Mobile or DeskPhone
    • User changes their status (online, away etc) and when they are available for calls.
    • Calls missed
    • Calls which have been directed to voicemail
    • Calls which are answered.

    A daily time line detailing user activity would be perfect

    1 vote

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    0 comments  ·  Adoption & Usage  ·  Admin →
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  3. I need assistance in identifying the caller ID on the performance report.

    1 vote

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  4. that way we can filter unnecessary calls that didnt even lasted 120 seconds

    1 vote

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  5. The new "Billing portal" is equally as useless as the old one. RingCentral has a beautiful cost center feature which breaks down our bill perfectly. However if I can't get this data in a CSV file it is not beneficial for us.

    Please allow us the ability to download our bills in csv format, or at least the first 3 pages.

    1 vote

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  6. Customer provided screenshot of the (07) phone numbers that they want to remove on the Analytics , there is a information showing " Data for Deleted numbers is stores for 6 months".
    These numbers where the temporary numbers for porting, and the port was completed on the 8th of February.
    Customer has asked to have them removed from Business Analytics so as to make it easier for Executives to build their own Business Analytics dashboards.

    2 votes

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  7. Report on the Custom Rules for the Call Queues in EX. There does not seem to be an option to audit the settings other than manually checking each call queue which gets tedious when you have over 1000 call queues

    1 vote

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  8. We are unable to add an expansion module to a Polycom, due to what appears to be a firmware change. Each time we try to add the expansion module we get an error that says that the module can't be added due to the user being a member of a shared line. According to Support, this is a current limitation at this time and there is no workaround.

    1 vote

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  9. Add average handle time to business analytics' table section for users dashboard so we can check on the average handle time of each user. This is currently available under the performance reports but it is a big hassle to switch to performance report only to check on the average handle time.

    4 votes

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  10. Customer on 22045665 is requesting to have a feature where RingCentral Analytics can be added on the API for Monday.com CRM, or at least, sync their performance reports on Monday.com without manually exporting an excel file.

    2 votes

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  11. Have the business analytics data auto refresh throughout the day so it can be kept up on a live screen and shared.
    Also have a hold queue update so we can see if their are guests on hold in real time.

    1 vote

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  12. Emailing the subscription report as a PDF would allow for faster viewing than the current process of downloading and opening an excel file. Additionally, having the report be a replica of how the dashboard looks would also enable faster viewing of the data since the data would be displayed in a manner that the viewer is familiar with

    2 votes

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  13. The customer wants to have an access to reports for their users' login on their call queue groups.

    2 votes

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  14. The performance report should show the percentage/counts of the internal transfer and external transfer in the dashboard without checking every call of every user

    When checking the performance report there is no filter that the customer can use immediately to see which calls are being transferred. The customer still needs to check each call manually under Performance Report to determine which has been transferred.

    1 vote

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  15. The Abandon (Hold) metric is misleading. It counts when a caller hung up while they were on hold which is perfect - this is what we want. However, it also counts other scenarios.

    We have callers choose the customer service option from our IVR often. Many times, they need to speak with another department or someone specific. The customer service queue member will place them on hold prior to transferring the call. If the transferred call isn't answered, that counts toward the queue members Abandon (Hold) count. It doesn't matter if the caller leaves a voicemail for the intended extension…

    1 vote

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  16. 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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  17. 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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  18. 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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  19. Is there a way to set the performance report data refresh to more often than every hour

    1 vote

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  20. 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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