1350 results found
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Bulk updating/copying Business Analytics dashboards
I would like to be able to edit the table for the default dashboard (queues, users, etc.) and be able to apply that as a template to selected "My dashboards." I have over 200 dashboards and subscriptions, so making a change to this table and applying it to all of my dashboard is very time-consuming. The ability to bulk update is desired.
7 votes -
Live Reports Enhancement: Real-Time Status Update for Call Queue Members
Description:
Implement real-time synchronization of call queue member status in Live Reports, ensuring that any changes in agent availability, whether becoming available or unavailable, are reflected instantly and accurately.
Importance and Benefits;
-Real-Time Visibility: Enables managers to make faster, more accurate staffing and routing decisions.
-Quicker Response: Instantly shows who’s available, helping reduce call wait times and improve service.
-Operational Efficiency: Ensures calls are routed to truly available agents, maximizing productivity.
-Reliable Data: Provides confidence in Live Reports for real-time decision-making.
-Better Customer Experience: Faster, more efficient handling of calls leads to higher satisfaction.
36 votes -
Add Analytics Tab to Track Agent App Usage (RC App vs RC Phone)
Request to enhance Analytics by adding a dedicated tab that displays which specific application agents are using. The view should clearly differentiate between RC App and RC Phone and allow filtering by individual agents or groups of agents.
17 votes -
Live Report should show amount of time since last call.
I'd like to look at a report that shows me agent1's last call was 10 seconds ago and agent2's last call was 15 minutes ago. Time between calls would be very helpful!
7 votes -
Business Analytics > Logs > Data Filter (ability to enter more than 1 phone number)
Under Business Analytics > Logs > Calls > Data Filter... you are only able to enter in one single phone number for your widget filter. This can become quite cumbersome when you need to filter by multiple phone numbers to achieve the analytics you are looking for.
3 votes -
Reporting and Analytics
ability to see what the user selects when transferring a call: Ask first, transfer, or voicemail.
11 votes -
Increase Data Retention of text message
Customer wants to increase the 5,000 messages for every user in each of these folders: Inbox, Outbox, Sent, Deleted. She wants to keep old messages as she needed it for her business.
7 votes -
Access to the call transcript of other extensions
Configure permissions to allow the Super Admin role to access, review, and download call transcripts by other user extensions
5 votes -
It would be great to have the capability to create a Performance Report and have other members of the admin team be able to see and modify
Group Admin read/write access to all Performance reports.
7 votes -
Performance Reports - SLA calculation
Issue:
Managers using Performance Reports in the RingEX Analytics page have reported that queues with zero calls received are currently displayed with an SLA of 0%.
When a queue has no calls received, there are also no calls answered, abandoned, or processed within or outside the SLA threshold. In this scenario, the SLA calculation effectively results in 0 ÷ 0, which mathematically has no defined result. However, the system currently displays the SLA as 0%.
Business impact:
Displaying 0% SLA for queues with no call activity negatively affects the overall SLA reporting for the department.
Managers may interpret the 0%…
4 votes -
Have The Option to Remove Inbound Calls in the Live report for Call Volume Widget
When Selecting Call Volume Widget on live reports inbound calls is automatically selected and cannot be removed. We would like to filter it out for the widget as the a customer only needs to filter the outbound calls.
7 votes -
RingSense: Reporting Issue
Currently, when a call hits an extension configured with Simultaneous Ringing (e.g., Ext 101), RingSense attributes the entire call session, AI summary, and metrics strictly to Ext 101. It does not record which user/extension physically answered the call.
Modify RingSense ingest logic to capture the answered_by SIP endpoint / user extension ID from the call session state rather than the initial target extension (Ext 101).
3 votes -
Call Queue Callback Details (Call Queue Booster)
The customer is requesting a reporting solution to track missed, successful and unsuccessful callback attempts across available reporting tools. They need visibility into failed callbacks to identify customers who were not reached and follow up accordingly .
This capability is currently on the roadmap for late Q3/early Q4. Customers who already have Call Queue Booster will not need to purchase the Pro license to access this functionality.
5 votes -
Pull QoS call score via API
Currently you can only export the QoS report to csv and we have to manually ingest the data into PowerBi to generate a "Call Score" trend report.
We would like the ability to pull the QoS - "Call Score" directly via API.
29 votes -
Phone Number-Level Call Duration Report in RingEX Analytics
To be able to generate a report showing call activity (inbounnd and outbound) and call duration for all phone numbers, with the ability to filter the results by department and a specified date/time range.
3 votes -
Shared contacts
Hello Team,
I’d like to submit a feature request on behalf of a customer who is using the Shared Contacts Directory feature.
Request:
Enable users (particularly Super Admins) to manually edit or delete individual contacts in the Shared Contacts Directory directly through the Admin Portal—without the need to download, modify, and re-upload the entire Excel file.Background:
The customer is an IT partner currently setting up a new RingCentral account for a small business. He expressed concern over the current process, as it is inefficient and inconvenient, especially for smaller teams that need to make quick changes to individual entries.…
40 votes -
Track Transferred Calls in Analytics
We've created a call queue called "Overflow" that is used whenever no employees are available to answer calls on our main line. This queue includes multiple teams, ensuring that someone is always available to answer the call and take a message.
The issue is that, in our analytics, calls transferred from the main line to the Overflow queue are recorded as missed calls on the main line, even though they were successfully answered by someone in the Overflow queue. This makes our missed call statistics inaccurate.
It would be very helpful to have an analytics feature that tracks calls transferred…
4 votes -
Restrict Team/Group Creation Permissions in RingCentral Messaging
Summary
Customers are requesting the administrative capability to restrict standard users from creating new teams, groups, or group chats within RingCentral Messaging. The primary goal is to maintain a professional environment and prevent members from creating unauthorized channels to discuss non-work-related matters.Problem Statement / Business Use Case
Currently, any user within an organization can create teams or group chats without administrative oversight. This presents several challenges for business management:Non-Work-Related Distractions: Without restrictions, members frequently create casual, social, or non-work-related groups that distract from daily operations and impact productivity.
Lack of Content Control: Administrators cannot easily monitor or govern…
3 votes -
Business Analytics Enhancement - Allow Day-of-Week Filtering for Custom Historical Date Ranges
Customer is requesting the ability to filter RingEX Business Analytics reports by specific days of the week (e.g., Saturday and Sunday only) when using a custom historical date range.
Without this functionality, customers must export larger datasets and manually filter records outside of RingEX Analytics, resulting in additional administrative effort and reduced reporting efficiency.
Add support for Day-of-Week and Time-of-Day filtering when using Custom Date Ranges in Business Analytics, allowing customers to generate historical reports for specific days such as weekends only.
2 votes -
Per-Agent Restricted View & Customizable KPI Dashboard for Performance Reports
PROBLEM STATEMENT
Currently, granting a user access to Performance Reports allows them to view metrics across the entire team or department. There is no native setting to restrict an individual user to viewing only their own metrics while restricting peer data and limiting visible KPIs.DESIRED FUNCTIONALITY & REQUIREMENTS
1. Role-Based Data Isolation (Per-Agent Self-View)
-Agent A sees only Agent A's performance data.
-Agent B sees only Agent B's performance data.
-Employees are strictly prevented from viewing peer metrics, logs, or reports.
-Managers and Admins retain full access to all team, group, and department reports.- Customizable KPI Display for Agent…
2 votes
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