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1001 results found

  1. Download user info should include the call forwarding numbers

    Download user info should include the call-forwarding numbers

    21 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  2. call score

    Quality of Service: difficult to "identify poor quality of calls", as the call score is not listed in the download report - see attached. ....

    6 votes
    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  3. REFUSED Calls vs ANSWERED Calls, 1 call should not be marked twice

    REFUSED Calls vs ANSWERED Calls, we don't know how many calls out of the REFUSED Calls were actually ANSWERED unless we look into the Call Logs and go through each and every call and count REFUSED Calls that were actually ANSWERED. 1 call should not be marked twice, 1 as REFUSED and 1 as ANSWERED, this creates a lot of doubts when reporting.

    https://ideas.ringcentral.com/forums/958508-analytics-reporting/suggestions/48088775-generate-the-refused-calls-from-the-user-from-the

    2 votes
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  4. Inbound calls that go to a Group shouldn't count as as multiple calls.

    Inbound calls that go to a Group shouldn't count as as multiple calls. Currently when we are looking at answered calls, it is such a small percentage of our total inbound calls. It would be useful for that to count as 1 call so we have better metrics on actual calls coming into the business and then actual calls being answered or missed.

    2 votes
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  5. Business Analytics Dashboard and Reports Share or Export to other accounts

    Large accounts where there are more than 2 accounts should be able to create a dashboard or report and share with the users of another account without recreating the whole report or dashboard from scratch. Ideally allow the export and import of the dashboard or report.

    My accounts have 10,000 per account (will have 4 to 5) and 20,000 call queues in each. Sharing of the reports would be beneficial.

    2 votes
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  6. Business Analytics Dark Mode

    Provide a dark mode option for Business Analytics.

    12 votes
    1 comment  ·  Other  ·  Admin →
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  7. Ability to edit global filters on a shared Business Analytics dashboard

    The ability to edit all the global filters in Business Analytics dashboards created by someone else and shared with others. Right now, there is view-only access and the ability to duplicate the report. We'd like to minimize the # of ad-hoc reports being used by Supervisors, and instead allow one dashboard of all widgets exec leadership deems critical, with the option to filter the global filters so that any one given Supervisor can see (1) their team's performance, and (2) within whatever date range they require.

    4 votes
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  8. Add "Average Outbound" Metric to Reporting

    Description: We would like to request the addition of a new metric in the reporting system to calculate the average outbound over a specified period (e.g., the past six months). This feature is essential for tracking agent performance and improving operational efficiency. Currently, this specific metric is not available in the reports.

    The new metric should allow users to easily pull the average daily outbound, excluding weekends, along with other existing metrics such as inbound talk time and dials made. This would be a valuable addition for teams looking to analyze agent performance and productivity more accurately.

    1 vote
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  9. Merging call Auto Recording on Transfer and Conference calls

    The agent is currently on a call with a customer and needs to add another person to verify some data. To do this, the agent will put the first call on hold, make a call to the additional person, and then press the "merge" button to create a three-way conference call. However, it's important to note that when the conference call is initiated, the call recording will stop and we won't be able to hear the entire conversation. Since we rely on these recordings for quality assurance and performance measures, it's crucial to capture the entire conversation, even during a…

    6 votes
    1 comment  ·  Subscriptions  ·  Admin →
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  10. Ring in order groups

    Regarding the configuration of two ring groups as requested:

    Establish the initial ring group under the designated extension, incorporating all numbers and the owner's extension.
    Create a secondary ring group under the same extension, replicating all numbers from the first group, excluding the owner's extension.

    This configuration enables efficient alternation between the two groups when the owner is unavailable.

    1 vote
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  11. Combine All Subscription Reports in One Email

    Have 3 different reports created. Would be best if can have a setting that can combine all 3 subscription reports in just one email

    3 votes
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  12. Total call time includes incoming and outgoing calls

    Total Call time widget that shows both Incoming AND Outgoing call timers for a user.

    2 votes
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  13. After Hours Banner

    • question on after hours logic for the weekend a feature request to bring up would be to have the entirety of the after hours times displayed under the After Hours Banner.. so it shows the weekend there as well
    1 vote
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  14. run user status report

    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

    40 votes
    Under Review  ·  9 comments  ·  Other  ·  Admin →
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  15. Notification to the users that the call has been answered

    Call queue notification to the users that the call has been answered from another device.

    3 votes
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  16. RingCentral Integration with HubSpot : CRM Native Dialer should work with integration

    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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  17. Develop reporting t determine incoming calls are coming from google ads versus organic or direct calls

    Develop reporting to determine incoming calls coming from google ads versus organic or direct calls

    1 vote
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  18. Auto email and additional archiving of Adoption and Usage analytics

    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
    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  19. Have the option to switch access for Analytics reports for call queue managers and normal members

    At the moment there is a limitation that locks the performance reports view of a member to only see the call queue they are the manager of and will not allow them to see other call queues or users. You can only see them all if the user was removed as a manager of the call queue. It would be best to have a switch that allows them to have the capabilities to switch between the 2 or atleast the super admin would have the option to allow them to see either one through the portal roles and permissions.

    12 votes
    1 comment  ·  Other  ·  Admin →
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  20. visibility on those users who are using RC mobile app

    List or visibility on those users who are using RC mobile app.

    It would also help the admin if they have visibility on who are those users that are using the RC mobile app. For monitoring purpose

    2 votes
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