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  1. I would suggest that it be added to the reporting/analytics as it could help determine if a missed call is a tech issue or a lack of agent issue.

    488 votes

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  2. It would be great if the data coming from Analytics would align or match the information showing from the user call logs. This will prevent any discrepancy

    30 votes

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    New  ·  3 comments  ·  Adoption & Usage  ·  Admin →
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  3. Call should not be detected as missed if it was answered elsewhere

    13 votes

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    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  4. Allow Alert ownership to be transferable to another extension or Super Admin extension.

    13 votes

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    New  ·  0 comments  ·  Alerts  ·  Admin →
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  5. I would like to be able to see the total time a user is toggled on to accept calls

    37 votes

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  6. Add a "country" filter in analytics portal, under performance report tab

    18 votes

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    New  ·  5 comments  ·  Other  ·  Admin →
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  7. Please have an option in Analytics to generate a report for a date range but the result should only display calls on a specific timeframe for each day. For example, generate a report for January 7 - January 14 but the result should only display calls from 7 AM to 12 NN

    36 votes

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    5 comments  ·  Other  ·  Admin →
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  8. Requesting a new feature in RingCentral to enable easy retrieval of specific phone numbers from our %Abandoned calls KPI.

    Introduce a feature within RingCentral's analytics dashboard that allows users to generate customized reports specifically targeting abandoned calls. This report should include detailed information such as caller phone numbers, timestamps, and call durations.

    Implement a search functionality within the reporting feature, enabling users to quickly filter and identify abandoned calls based on various parameters like date range, call duration, or specific queue.

    By incorporating these features into RingCentral, users can efficiently track and address abandoned calls, ultimately improving customer satisfaction and…

    34 votes

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  9. When queue receives a call and one person answers, all members of the queue are given a "missed call" notification instead of an "answered elsewhere" notification as per the 23.3 update. Customer would like to be able to see and "answered elsewhere" notification so they don't call customers multiple times.

    28 votes

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    Under Review  ·  8 comments  ·  Alerts  ·  Admin →
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  10. Requesting a feature that would allow us to associate IVR survey data with the agent who transferred the call to the IVR post-call survey. This enhancement would involve including a new field that captures and displays the name of the transferring agent alongside the corresponding IVR survey results.

    8 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  11. We propose integrating missed calls into the Key Performance Indicators (KPIs) of the Performance Report for Call Queues. Currently, the report lacks visibility on missed calls for Call Queue Group Extension, hindering effective analysis of call queue efficiency. By incorporating missed call data into the report, supervisors can gain comprehensive insights into call queue performance, enabling them to address bottlenecks and optimize resource allocation for enhanced customer service. This addition would empower teams to better manage call traffic and improve overall productivity within the call queue environment.

    23 votes

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    3 comments  ·  Other  ·  Admin →
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  12. I would like to be able to see call volume dashboard, inbound and outbound, by day and by agent. I would also like a date range filter to easily compare call volume between specific dates.

    11 votes

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    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  13. looking at the Alerts section in the Analytics portion of the portal to configuring an alert
    when a specific call threshold is exceeded

    we need to be able to configure email alerts that get triggered when the number of calls in x minutes exceed a specific threshold, for instance during a potential voice-based attack, you could be getting 10-15 calls in 2 minutes on a specific number or extension.

    5 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  14. In Live Reports, we would like the ability to see the amount of time (hours:minutes) that the member of a queue is set to "Available" throughout the day.

    23 votes

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  15. we should be able to run performance reports by the week or by the month that "exclude" calls outside of business hours so you can truly report on calls that are received and handled within normal business hours vs all hours of the day. You can do this one day at a time but when trying to compile data over period of time, week, month quarter etc, would be nice to filter to include only calls received between this hour to that hour

    6 votes

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    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  16. Customers should have the option to run a scheduled report on the information provided by the Audit Trail instead of having to manually filter options and download them each time.

    10 votes

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    New  ·  1 comment  ·  Subscriptions  ·  Admin →
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  17. Giving a user the ability to select any user within performance reports and not being limited to only the users of call queues they manage. The workaround provided by support is to create a new account that is not a manager of any call queues, so all users are available to select.

    11 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  18. Want to have abandoned calls removed from report - any calls where someone hangs up at 8 sec or less prior to answer

    4 votes

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    New  ·  2 comments  ·  Live Reports  ·  Admin →
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  19. Currently there is only the option to schedule reports in Business Analytics with an Excel. Please add option for PDF. It's much easier for our users to open and read on mobile devices.

    69 votes

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    Under Review  ·  3 comments  ·  Other  ·  Admin →
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  20. The ability to get more information on abandoned calls within live reports. Currently we can view how many calls have been abandoned on a live report but there is no way to get any other information unless you investigate performance reports. it would be of benefit to be able to get this information straight from the live report page so that customers can be called back.

    17 votes

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    1 comment  ·  Live Reports  ·  Admin →
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