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973 results found

  1. Make report cover sheets consistent across PDF, XLS and CSV outputs

    I created a simple report to list 911 calls made by employees in the last month. I can download .CSV and .XLS output from Live Reports, and schedule the report in Subscriptions and receive .XLS or .PDF format output by email. Both LiveReports and Subscriptions should provide the same output format options. Additonally, the output produced by all three are different. Those should also be consistent. The .CSV just includes the data, the .XLS includes the data in one tab and the selection criteria in another tab. That selection criteria tab lists all the locations and 16,000 users. The .PDF…

    1 vote
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  2. Tracking Idle Time

    In live reports it would be helpful to see the amount of idle time between phone calls.

    3 votes
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  3. Analytics Company Numbers- Ability to filter if its routed to the call Call queue,IVR or User

    Analytics Company Numbers- Ability to filter if calls are routed to the Call queue,IVR, or User

    3 votes
    1 comment  ·  Other  ·  Admin →
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  4. Determine the phone numbers from Abandoned calls from Analytics Report

    Customer would like to have an option to view the numbers of abandoned calls from analytics report.

    8 votes
    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  5. ability to see calls not answered by first user in call queue

    i would like a detailed report to see when a call comes into a call queue, how many are answered by the first agent that it rang to vs when it has to bounce to additional agents. The bounced call not answered by the first agent should count as a missed call for that agent. So ideally a listing of the agents, how many calls rang to them, and how many calls were missed vs answered.

    1 vote
    New  ·  0 comments  ·  Subscriptions  ·  Admin →
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  6. Analytics filter by Time of call

    For IA, allow a company to filter widgets by time intervals rather than just by day. We often want to explore specific intervals in which actual is greater than forecast. This filter would make it easier to review the relevant data.

    1 vote
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  7. consult calls

    Need the ability to report out on consult calls. Similar to the data download transfers report, showing the same data original skill, original agent, consult skill, consult agent and so on.

    1 vote
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  8. Performance Reports to Sync with Business Analytics Report

    Currently, performance reports is not working properly when it comes to data gathering and calculations. It shows not in sync with business analytics

    11 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  9. Filter Performance reports from higher to Lower value

    The customer is requesting an option in the Performance Report to filter the columns from highest to lowest value or vice versa.

    1 vote
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  10. Create a report which will provide user in queue informatiom -

    Create a report which will provide user in queue informatiom -
    This will proved information on when a user is in a queue and available to take calls

    1 vote
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  11. Real-Time Agent Status Notifications

    Currently, the Live Report in RingCentral's analytics portal offers a valuable overview of agent activity. However, it requires active monitoring and refreshing to stay updated on changes in agent status.

    I propose adding a real-time agent status notification system that provides immediate, visual alerts within the portal whenever there's a change in an agent's status. This would include notifications for:

    Agent becomes available: A notification pops up when an agent finishes a call or becomes available to take calls from the queue.
    Agent goes on queue: An alert appears when an agent activates their queue status, indicating they're ready to…

    1 vote
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  12. When you download a report or create a subscription that it puts your widgets into a nice PDF file that is easy to look at instead of excel.

    1 vote
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  13. ability to forward missed calls to a third party app

    When a call is missed, this feature will automatically forward the missed call details to a third-party app. The app will then ping the user with a notification and send an email, allowing them to schedule a convenient time for a callback.

    1 vote
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  14. View individual responses in calibration report

    In the calibration report, include side-by-side responses selected by all evaluators when variance exists for a question. This will make it easier for evaluators to discuss their responses, understand why evaluators selected different responses, and resolve variance found during calibration

    2 votes
    1 comment  ·  Other  ·  Admin →
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  15. 'Voice Transcription' reports available for prior dates.

    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.

    2 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  16. ability to generate phone usage if the person is

    Give an option to generate reports for user extension phone time not including their unavailable time with forwarded calls/and VM

    1 vote
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  17. Blocked Calls Visibility

    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.

    2 votes
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  18. Ability to get an alert when no agents are logged in during queue hours of operations

    I need to be able to set up an alert that will notify me if there are no agents logged in during business hours.

    Currently there is no ability to set up an alert when no agents are logged in.

    2 votes
    New  ·  0 comments  ·  Alerts  ·  Admin →
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  19. Press 1 for incoming call information to be applied in all mobile carriers

    Press 1 for incoming call information to be applied in all mobile carriers

    2 votes
    1 comment  ·  Accessibility  ·  Admin →
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  20. KPI for % of calls answered within 20 seconds. Need this report for each user on a daily basis and call information should be as detailed a

    KPI for % of calls answered within 20 seconds. Need this report for each user on a daily basis and call information should be as detailed a

    2 votes
    New  ·  0 comments  ·  QOS  ·  Admin →
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