1238 results found
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Performance reports KPI - Add Call Result for Outbound Calls (Connected or Voicemail Etc..)
This KPI would separate outbound call outcomes into two key categories, providing a clearer picture of agent and campaign performance.
2 votes -
1 vote
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Fix the live reports page for not showing Agent Availability
Fix the live reports page for not showing Agent Availability in real-time.
This glitch is active and very disruptive.
1 vote -
auto saving chat options in video meeting
we need an option to automatically save chats with ringcentral video meetings.
3 votes -
Feature Request – Export/List of Extensions with Voicemail Status
Description:
Customers are requesting the ability to generate or export a list of all extensions (across multiple companies/sub-accounts) with a column or indicator showing whether voicemail is enabled or disabled for each extension.Current Behavior:
There’s no existing feature or report that provides a consolidated list of extensions with voicemail status. This can only be checked manually by reviewing each extension individually in the admin portal.Requested Enhancement:
Add a bulk export/reporting option in the admin portal or reporting tools that includes:Extension Number
Extension Name / User Name
Company/Sub-account (if applicable)
Voicemail Enabled (Yes/No)
Use Case / Business Justification:
…
1 vote -
Email alerts from https://status.cloudoffice.avaya.com/ or https://status.ringcentral.com/
There was a recent big outage that affect both Avaya Cloud Office and RingCentral customers. In that outage a lot of calls had to be fielded that were reporting the same issues. The above links show us the status of the service upon visiting, but it would also be nice to be alerted in close to real-time or real-time of those types of service disruptions for either platform via an email. As a business partner this would be nice to know so as to alert our customers of the outage in advance prior to them having to call in and…
9 votes -
Average data by number of users in a group
Have the option when creating or filtering a widget to aggregate any Call data point by the Sum divided by the numbers of users in the group, department, or site.
This would allow for proper comparisons when team sizes are aren't the same between groups.
1 vote -
inbound blocked/SPAM calls need to be counted seperatly from actual missed calls
We need a report to separate inbound blocked calls / SPAM from actual missed calls.
Right now analytics gives us a total of all missed calls including blocked/SPAM and this can affect our performance data.3 votes -
RCX Fields
Overall we would like any field that is a date or time field to exist not as a text field but an actual date/time that has options to edit format. Default is that fields should be DD/MM/YY HH:MM and then allow people to choose to just show time, just show date or even show "Thursday April 10th 10:53AM PST" as you would be able to in most other modern business reporting tools.
The other main item was the double quotes when exporting to csv. No other tool we work with acts that way and requires cleanup.
Metric: Interaction Start Quarter…
4 votes -
Ability to brand the performance reports with company logo
have our company brand on ring central performance reports
We would like to brand the performance reports with our company logo when exported to pdf
2 votes -
lable the active calls
I would like to see the name of the person in my organization when I'm looking in the call log reports. Right now all I can see is the phone number, but I don't have all the numbers memorized, I need to see the name.
1 vote -
merge user and queue column
There should be an option to merge the user column and queue column in the performance report page
1 vote -
Add CSV option for Call Log Delivery Options
There should be an option to select the file type for the email subscription of the call logs. As of now it only sends a ZIP file. There should also be an option for CSV file
1 vote -
Analytics Report for Robocall
The customer would like to have a specific report for robocalls that they can utilize from analytics without downloading any files.
3 votes -
Ability to access the call recordings through RingEX Analytics
Currently, we access the call log to listen to previous calls, but we've noticed that these call logs don’t appear to carry over to the Analytics tab. We would ideally like to have the recordings accessible via analytics.
4 votes -
Abandoned Call queue Rate
Call queue calls routed to play announcement during after hours should not be tagged as abandoned calls
23 votes -
Alert Ownership
Allow Alert ownership to be transferable to another extension or Super Admin extension.
17 votes -
report that will show whenever the queue member is available or on DND aside from audit trail
report that will show whenever the queue member is available or on DND aside from audit trail
2 votes -
Enhanced Performance Report: Incorporating Missed Calls in Call Queue KPIs
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.
49 votes -
Custom Weekly Report Scheduling (Monday–Sunday)
We would like to introduce a feature that allows users to customize weekly report schedules, with the week defined as starting on Monday and ending on Sunday. This will ensure consistency in reporting periods and better alignment with business operations.
1 vote
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