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  1. Enable the addition of audible alerts to notify staff of multiple pending calls in the queue, or if a person has has an extended wait time in the queue. This will be helpful as it alerts individuals who may not normally operate in that queue to log in and decompress holding call volume.

    8 votes

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    1 comment  ·  Live Reports  ·  Admin →
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  2. RingCentral for HubSpot currently has 2 ways to make outbound calls :

    • Place a call from dialpad
    • Use click-to-dial feature

    Would like to have the option to utilize the native dialer of HubSpot to skip steps of going through the contact list to use the click-to-dial feature or using the dialpad to enter a number manually.

    1 vote

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    New  ·  0 comments  ·  Other  ·  Admin →
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  3. Develop reporting to determine incoming calls coming from google ads versus organic or direct calls

    1 vote

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  4. There needs to be an option for auto emailing this report at specified time intervals. Additionally, data for these analytics needs to be archived for a minnium of 1-2 years so managers can view performance over time.

    1 vote

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    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  5. We have a call queue that is set so when the maximum wait time is reached, the caller gets transferred to an external number. Is there a way to see the external number transfer happen in RingCentral reports? We are trying to receive analytics on how many customers are reaching the maximum wait time and are getting transferred to this external number we have set.

    4 votes

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    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  6. We would like reports to generate in modern formats .xlsx by default, as we move forward with security enhancements. Our company policies block legacy file formats due to security reasons but the reports that generate from Ring Central are in old formats .xls

    6 votes

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    1 comment  ·  Live Reports  ·  Admin →
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  7. We wanna have a filter/KPI on analytics performance report to show the total handle time of outbound calls wherein the the total time of the calls that were answered and the calls that were missed or went to voicemail including the ringing part are combined/calculated.

    6 votes

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    New  ·  0 comments  ·  LOB  ·  Admin →
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  8. Need to see how many users use business analytics reporting

    6 votes

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  9. We have noticed that on occasion there are discrepancies in the call duration shown on the screen when you access the Call Log vs. when you play the recording.

    1 vote

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  10. adding contacts in entire company contacts uploading has problems should have ability to add info you like atm need to fill in all data or wont upload , also is issue with this should be able to go to call log add entire contacts from call log quick will be way easier

    2 votes

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  11. It would be better to include the line graph from the Company numbers report when downloading/exporting the report via pdf file

    6 votes

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  12. 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

    36 votes

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    Under Review  ·  9 comments  ·  Other  ·  Admin →
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  13. on call waiting a person can be put on hold and answer another call.

    5 votes

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  14. One of the filters in the Performance Report is Sites. While selecting the site, it changes the KPIs, but does not filter down the user list to the members of that site. Site Filters should change the entire report, not just one section.

    3 votes

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    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  15. When a caller chooses to be called back instead of being put on hold the incoming call after waiting shows our own company on the caller ID. They also need to see both for the ability to know who the customer is and what brand they are calling.

    1 vote

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  16. Important to know when faxes fail to send. I don't need to know about all of the successfully sent faxes, just the ones that don't reach their destinations.

    5 votes

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  17. It would be awesome to have the ability to share performance reports and subscriptions with other admins on your RC account. Setting up these reports for various business units and maintaining changes is difficult when only the admin creating the reports can view and edit them.

    9 votes

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    2 comments  ·  Other  ·  Admin →
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  18. Call Queue extension can separate another ring group in the Queue /

    Currently under our call queue, we have incoming calls ring to 4 extensions. We would like it to ring 4 times to 2 extensions at the same time,
    Then after the first 4 rings the incoming call gets transferred to 5 extensions then revert to another

    2 votes

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  19. When using Business Analytics and filtering by "daily" it is not clear that this is the sum of the whole day, even if you are looking at other data, such as minimum, maximum or average. If you are looking at one day and one day only, the Average if filtered by daily will show the same data as sum. This is the same with Minimum and Maximum. However, if you filter by more than one day,the information does appear to show different averages, but is still based on the whole "days" call and not the average of the daily calls.

    6 votes

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  20. All call logs that are recorded to be transcribed in text form and intergraded to outlook email

    1 vote

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