1350 results found

1. ACW/Wrap up timer not showing in Live Reports

   Live Reports ACW/Wrap up timer not showing

   For the wrap up response, there is no sub-status or timer on Live Reports when a specialist is in wrap up. Unavailable is the only status we see - nothing to specifically indicate wrap up.

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2. toll free minutes tracking

   A dashboard KPI that tracks toll free minutes usage would be very helpful.

   i.e. If the business has 1000 toll free minutes available - being able to see how much of those minutes are used and available for the current billing period and historical data would be very helpful.

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3. Ability to export a report mapping Users to their configured Outbound Caller ID numbers

   As an Account Administrator,

   We want to pull or export a comprehensive report from the RingEX Admin Portal / Analytics Portal that lists all Users alongside their actively configured Outbound Caller ID numbers,

   So that I can easily audit, verify, and manage company phone number presentation across the organization without having to manually check each user profile individually.

   Current Limitation / Problem Statement:
   Currently, there is no centralized, exportable report that displays what a user’s current outbound caller ID configuration is set to. While the Analytics Portal shows historical call logs (which numbers were used for a call), it does not provide a master view of the current configuration status. For companies managing dozens or hundreds of users, auditing this requires a highly tedious, manual click-through process for each individual profile under Users > Outbound Calls/Faxes > Caller ID.

   Proposed Solution:
   Introduce an exportable CSV/Excel report (or add columns to the existing Users with Extensions export) that includes:

   User Name

   Extension Number

   Assigned Direct Number(s)

   Configured Outbound Caller ID (By Feature) — e.g., showing the specific number selected for By Phone, RingCentral Phone for Mobile, RingOut, etc.

   Business Value:
   Efficiency: Saves administrators hours of manual auditing time, especially during compliance checks or corporate rebranding.

   Security & Compliance: Ensures users are not accidentally spoofing or presenting the wrong corporate department numbers to external clients.

   Data Transparency: Allows IT teams to easily verify user configurations against company communication policies.

   As an Account Administrator,

   We want to pull or export a comprehensive report from the RingEX Admin Portal / Analytics Portal that lists all Users alongside their actively configured Outbound Caller ID numbers,

   So that I can easily audit, verify, and manage company phone number presentation across the organization without having to manually check each user profile individually.

   Current Limitation / Problem Statement:
   Currently, there is no centralized, exportable report that displays what a user’s current outbound caller ID configuration is set to. While the Analytics Portal shows historical call logs (which numbers were used for a call), it does… more

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4. Analytics on AI Receptionist

   In the Analytics part of the AI Receptionist, it should also show how many calls are being transferred to an extension, eternal number and such so. Currently, we are only getting it in call history. But to track the details, we should be able to get it under Analytics.

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5. Running Report for PC port utilization

   Customer would like to find a way to run reports on which phones are utilizing the PC Port and then disable any phone NOT currently using it. Customer wasn't sure if there's any way to pull that data or not.
   Customer mentioned that considering slapping a script together to scan the phones via IP and SNMP and see if they could get the info that way and then hopefully find a way to push a change to the phones or, as a last resort, task their techs with touching each phone's webgui and make the change.

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6. Add Total Do Not Disturb time to User Performance Report

   Add the total amount of time a user is in a Do Not Disturb state by day under Performance Report > User. This will help to better understand discrepancies in workload distribution and any potential call avoidance behaviors.

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7. Have the option to have a toggle for compact, and detailed view, For bussiness analytics dashboard

   Due to the update of bussiness analytics dashboard, extension number after the Call Queue Name are not longer showing. Please have the feature where there is a switch toggle for compact and detailed view We can have the capability to see the extension number where the call went to.

   Detailed Observations:
   Historical Data (March 2, 2026): The call logs clearly show extension names followed by their specific numerical identifiers (e.g., "(MS) Nuvias 3074).
   Current Issue (March 6, 2026): The call logs show that for similar "Queue Calls," the numerical extension suffix has disappeared, leaving only the name (e.g., "Yealink Hotline Europe").
   Impact: This hinders administrators from quickly identifying specific queues or users when multiple entities have similar names, impacting reporting accuracy and speed of review.

   Due to the update of bussiness analytics dashboard, extension number after the Call Queue Name are not longer showing. Please have the feature where there is a switch toggle for compact and detailed view We can have the capability to see the extension number where the call went to.

   Detailed Observations:
   Historical Data (March 2, 2026): The call logs clearly show extension names followed by their specific numerical identifiers (e.g., "(MS) Nuvias 3074).
   Current Issue (March 6, 2026): The call logs show that for similar "Queue Calls," the numerical extension suffix has disappeared, leaving only the name (e.g., "Yealink Hotline… more

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8. Performance Reports for Message-Only Extensions

   Include Message-Only Extensions in performance reports for analytics.

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9. Have a report which shows all uses who have a divert on their phone

   Have a report which shows all uses who have a divert on their phone

   33 votes

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10. AI Notes - Add Date to Notes

    Date/time of call notes only appears on notes older than today. If call notes are pulled for today, they only display the time stamp. Would like today's notes to also show the date and time versus just time.

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11. Shows AI total minutes used in AI reporting

    To be able to see total minutes of AI usage even if we go over the allotment

    2 votes

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12. User Group Manager Access

    User Group Manager Access. Where the Manager of a particular User Group can only access the Call Log of their assigned members.

    2 votes

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13. Please include call time of day for better tracking

    Please include call time of day for better tracking

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14. N/A Call Scoring

    Some calls that do not fit the criteria to display an N/A call score marking are still marked with an N/A overall call score.

    Sometimes we do not recieve data for certain legs of the call, which results in the N/A call scoring.
    Customers would still like to easily filter these calls based on the legs that we DO have data for.

    Suggest that in any non true N/A call scoring, we ignore legs of the call where appropriate data was not collected and provide a Good/Moderate/Poor indication based on the legs of the call that we do have applicable data for.

    Some calls that do not fit the criteria to display an N/A call score marking are still marked with an N/A overall call score.

    Sometimes we do not recieve data for certain legs of the call, which results in the N/A call scoring.
    Customers would still like to easily filter these calls based on the legs that we DO have data for.

    Suggest that in any non true N/A call scoring, we ignore legs of the call where appropriate data was not collected and provide a Good/Moderate/Poor indication based on the legs of the call that we do have applicable… more

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15. Persistent Dynamic Filters for Analytics Subscriptions

    Overview
    Requesting a change to how Performance Report Subscriptions handle user filters. Currently, saving a report subscription triggers an "Implicit Filter Lock," which snapshots the current user list and excludes any future users added to the account.

    The Problem: "Implicit Filter Locking"
    When a user creates a Performance Report subscription:

    Even if "All Users" are intended to be included, the system saves the specific IDs of users active at that moment.

    The New User Gap: Any user added to the system after the subscription is saved is automatically excluded from the emailed report.

    Manual Maintenance: To include new hires, an admin must manually enter the Subscription Report editor, "Deselect All" to clear the implicit filter, and resave—a process that must be repeated every time the headcount changes.

    The Discrepancy
    This behavior creates a "data ghosting" effect where the Live Web Dashboard (which often defaults to all users) shows different totals than the Emailed Subscription (which is stuck on an old user list), leading to confusion and perceived data inaccuracies.

    Proposed Enhancement
    Dynamic "All Users" Flag: Implement a specific "Include All Current and Future Users" toggle that does not snapshot specific IDs.

    Filter Persistence: If no specific users are selected, the report should default to the current state of the account at the time the report is generated, not when it was created.

    Inheritance Logic: Allow subscriptions to follow "Site" or "Department" logic so that any user assigned to those groups is automatically inherited by the report.

    Business Justification
    Eliminates Discrepancies: Ensures emailed reports match the Live Web Dashboard totals.

    Reduces Admin Burden: Eliminates the need for manual report audits every time a new extension is provisioned.

    Data Accuracy: Prevents management from making decisions based on incomplete data sets that accidentally exclude new team members.

    Technical Reference
    Support Case: Dev Case 31260157

    Observed Behavior: Filters are implicitly set/locked upon saving the subscription instance, failing to recognize account-level additions post-save.

    Overview
    Requesting a change to how Performance Report Subscriptions handle user filters. Currently, saving a report subscription triggers an "Implicit Filter Lock," which snapshots the current user list and excludes any future users added to the account.

    The Problem: "Implicit Filter Locking"
    When a user creates a Performance Report subscription:

    Even if "All Users" are intended to be included, the system saves the specific IDs of users active at that moment.

    The New User Gap: Any user added to the system after the subscription is saved is automatically excluded from the emailed report.

    Manual Maintenance: To include new hires, an… more

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16. Please include the option in the analytics reports to filter by the IVR numbers dialed by customers.

    Please include the option in the analytics reports to filter by the IVR numbers dialed by customers.

    8 votes

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17. Ability to trace calls that does not have disposition in real-time dashboard

    Real-time dashboard should also show the number of calls that have pending disposition instead of just showing yes or no.

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18. Have an option to check who was available or not available on RingCentral app

    Have an option to check who was available or not available on RingCentral app. On the live reports page, super admins should be able to check who was available, who was on do not disturb, and who was on offline so that every person will be accountable, especially for taking in calls.

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19. Live Call Translator

    Need a service to have a live call translator to facilitate calls with Spanish speaking patient with English speaking office staff

    6 votes

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20. Ability to download sip logs of call logs

    Ability to download sip logs of call logs in admin portal

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