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1060 results found

  1. Generate analytics reports showing detailed call queue report

    The capability to generate a call queue report that shows detailed report.
    - Duration of the call
    - Who answered the call
    - Who are the available user did not answer the call
    - Who are the users engage on a call and cannot be answer the call

    31 votes
    New  ·  5 comments  ·  Live Reports  ·  Admin →
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  2. Supervisor access for survey results in RCX

    Currently, survey results for agents are accessible only to administrators, not supervisors. This limitation poses challenges for our clients, as supervisors require access to these results without being granted additional privileges.

    5 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  3. Calculate Ring Time, Hold Time, Live Talk Time from Call Log data

    Ability to calculate the ring time, hold time, and live talk time from the call log. I'm trying to analyze individual calls and need help finding a reliable way to determine what the ring time and live talk time is from the call log data.

    12 votes
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  4. Add bulk phone number in the custom rule from auto receptionist

    customer wants to add a lot of number in bulk from their custom rule in their auto receptionist.

    4 votes
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  5. Access Analytics Reports and Call Queue Admin without changing the role and permission

    Analytics Reporting access and Call queue admin access.

    Hello, we have two regular users who need access to Analytics Reporting in order to get reports for incoming calls to our main number and the Front Desk queue, also they need access to change settings for the Front Desks queue like automatic forwarding and member of that queue.

    Is there a way to give this access to those users without giving them more permissions than what they need?

    9 votes
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  6. Individual Call Lifecycle

    We would like to see a report that displays the full lifecycle of an call. The report would be filtered on uuid, and would show a granular trace of the call from the time it leaves the IVR and the hops/routing of who it is presented to, to the appropriate team/team member. If the call is presented and not answered, who the call is routed to next, at which point SLAs are not met, the time each call spends in each step/hop of the process, up to the point the call is abandoned or completed. Essentially all steps of the…

    17 votes
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  7. RCX | Exporting reports with OB caller ID

    "manual outbound caller id" be added as a selectable field/filter in reports for RingCX.

    2 votes
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  8. Ability to Change Time Format in RingCX CSV Reports from Seconds to HH:MM:S

    When downloading a report in CSV format, there should be an option to change the time format from seconds to hours:minutes:seconds (hh:mm:ss).

    11 votes
    New  ·  4 comments  ·  Live Reports  ·  Admin →
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  9. I would like to be able to see the total time a user is toggled on to accept calls

    I would like to be able to see the total time a user is toggled on to accept calls

    65 votes
    New  ·  3 comments  ·  Live Reports  ·  Admin →
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  10. Handle time for Outbound Calls | Performance Reports | Analytics

    Feature Request: Display Handle Time for Outbound Calls in Analytics Performance Reports

    We would like the Handle Time for outbound calls to be included in the Handle Time column within the Performance Reports – Calls tab in Analytics.

    Currently, this column only displays Handle Time (In), which reflects inbound calls only. Outbound call handle times are not included in this column.

    While we understand that we can click on individual outbound call records to view the actual talk time, this method does not support efficient reporting.

    We are requesting that Handle Time for outbound calls be displayed in the Handle…

    3 votes
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  11. Ability for an admin user with "Company Numbers" permission and an assigned domain role to move numbers to RingCX

    If a site has a number directly assigned to it, a site admin with domain access to that site cannot move their own numbers to CX. While we prefer not to allow site admins with domain access to see or move every number, it would be beneficial if they could move their own number to CX instead of relying on a limited number of people to perform this task each time.

    2 votes
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  12. company directory with DIDs that can be downloaded or exported

    Have a company directory that can be downloaded or exported

    5 votes
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  13. Report for Users Login, Usage and Activity on RingCentral app

    Requesting to have a settings to run and export a report for user login, usage and activities on their RingCentral app.

    16 votes
    New  ·  2 comments  ·  Live Reports  ·  Admin →
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  14. Request to Include Abandoned and Forwarded Calls in Performance Report

    To improve our call monitoring and reporting, I request that you add both abandoned calls and forwarded calls to the performance report. Since we cannot provide call log or admin portal access to everyone, having these details in the report will help relevant team members track call activity and performance without needing direct system access.

    3 votes
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  15. longest call for the day

    We have sales reps that are responsible for making outbound calls. I need a report that shows the longest call for the day. Right now we only get 'Average Talk Time' which doesn't help. If the reps are required to make 100 calls/day, and their average call time is 30 seconds, that metric doesn't help because they may get a customer and sit on the phone with them for 10 minutes making a sale, but from the average report it looks like they never got hold of anyone.

    We also need to report monthly on the number of calls lasting…

    2 votes
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  16. Missed call should not be tagged on call queue as missed if picked up by a member on another call queue

    Performance Report: Missed call should not be tagged on call queue as missed if picked up by a member on another call queue.

    4 votes
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  17. 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
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  18. 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
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  19. Total numbers of direct calls and transferred calls to an extension

    Having transferred calls and direct calls filter/KPI would be helpful.

    4 votes
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  20. Analytics - Call recordings for Non-RingCX users

    Please include call recordings in analytics - performance report for Non-RingCX users

    4 votes
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