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  1. When running the KPI for abandoned and refused calls, there is no option to drill down to see which extensions it is tagged from

    4 votes

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    0 comments  ·  Other  ·  Admin →
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  2. Customer wants the actual feature be added in Calls Tab in performance reports.

    3 votes

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    1 comment  ·  Other  ·  Admin →
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  3. Currently, users can only view same-day 'Voice Transcription' but not prior dates which will allow Quality Analyst, Managers, Supervisors, and Workforce Management to access the 'Voice Transcriptions' hence the feature request, thank you.

    1 vote

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    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  4. Call tracking will help customers drive better results from search and digital marketing. Call tracking measures how their channels, campaigns, ads, keywords, and website drive phone leads. This can help customers identify which website, campaigns, ads, or keywords are generating the most phone calls and driving the most leads.

    3 votes

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  5. Please consider providing some kind of visibility in call logs for the calls you block. Our issue is that the blocking is apparently too aggressive and effectively preventing many healthcare facilities from sending us faxes. Our staff have been sending us complaints such as "lots of places telling us the faxes are not coming through and are failing" but call logs show nothing. Note that fax is widely used in healthcare because many email systems are not HIPAA compliant.

    1 vote

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  6. The capability to select what details will show on the downloaded user list file.

    1 vote

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  7. Call Report that will show reason it was declined

    8 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  8. I need the data on the number of minutes of calls made from all the numbers under our account for each month in the past six months. There are no Reports for those metrics.

    1 vote

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  9. Call records in the RingCentral app should include timestamps for ALL calls received, not just those received on the day the query is run.

    1 vote

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    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  10. Business Analytics report for for "Call Records Dashboard - Default" Lays out each hop and result of the call. This does not however record an incoming call when a user device is not rang. I would love to see all incoming data included in this report to give us all the hops of an attempted call when no one is available to take the call or the caller disconnects the line prior to a user device being rang.

    While the call log inside the portal gives a view on these types of calls , it does not provide enough insights…

    1 vote

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  11. We would like the ability to track the average amount of time the callers remained in the queue before their call was answered. Also, it was useful information to know the number of calls answered within 30 seconds.

    3 votes

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  12. Ability to see the first call and last call every person makes so we can see how soon after their day starts do they get on the phone and how close to the end of the day do they stop calling. This is partially available in analytics but you have to go one user at a time and sort by date/time and scroll through all their calls for the day. It would be nice for this to be available on the scheduled daily reports.

    2 votes

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  13. Change the Audit Trail log-in tracking for Hot Desk phones

    1 vote

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  14. When a call has been monitored, the call is no longer showing in Business Analytics.

    3 votes

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    0 comments  ·  LOB  ·  Admin →
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  15. Add a new column to Reports with link to a pop out note that can be fill up by the call center operators - describing the call description/categories, operator name, etc. This will help for call center reporting/management to track the calls details / specifics and not only the metrics.

    2 votes

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    1 comment  ·  Live Reports  ·  Admin →
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  16. We would like the ability to run a report that would should a detailed breakdown with timestamps and duration of time in status for team members?

    11 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  17. I'd like to be able to pull a month-to-date report of external calls per day for user. currently i can pull the call details for a specific period of time, but not a summary. i'd like to see a summary and be able to export it to excel.

    2 votes

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  18. I hope that we have the option to customize the tabs we have from the Analytics, like changing the color for each tab, which can help us determine the tabs quickly.

    4 votes

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  19. We have deleted users on the account and as per article"https://support.ringcentral.com/article-v2/Analytics-Portal-Performance-Report-Data-Discrepancies.html?brand=RC_US&product=RingCentral_MVP&language=en_US" the data of the deleted users will stay on the analytics for 6 months, please include an option to hide the deleted users when generating reports on analytics

    4 votes

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    1 comment  ·  Other  ·  Admin →
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  20. % Missed (w/VM) is defined as "Percent of user’s inbound calls that were missed (including voicemails)." But it doesn't specify if the calls are to the queue or their direct number.

    3 votes

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