1261 results found
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Performance Report - Total Call Minutes by Day/Week/Month
When generating a report under the Adoption & Usage Analytics category, it would be extremely helpful to have the option to download a COMPANY-WIDE REPORT OF TOTAL CALL MINUTES. Currently, call minutes can only be viewed at the individual level and segmented by External, Internal, Outbound, and Inbound categories. Please refer to the attached image for reference.
Tracking COMPANY-WIDE TOTAL CALL MINUTES is essential for determining whether our current minute allotment is sufficient or if additional minutes need to be purchased.
5 votes -
Hi, Could we have an option to download the Business Analytics reports in a pdf and excel format the same as the Performance reports?
Hi, Could we have the option to download the business analytics reports in both a pdf and excel format the same as the performance reports? Currently there's only an excel option.
18 votes -
Super Admin can access Call Logs on the RingCentral Phone App
Accessibility for Call logs on to all users for Super Admin in RingCentral Phone App
3 votes -
Ability to view what specific activity of users
Ability to view what specific feature the user or any member in the account is currently checking, like what subscriptions, reporting, or any part of the account. How often do they look at the reports and see how many scheduled reports are from the whole account?
3 votes -
Consolidate Redundant "After Call Work" (ACW) States in Agent Reporting
RingCX reporting currently logs redundant entries for a single "After Call Work" (ACW) session; this should be updated to match the single, continuous state shown in the Agent UI.
Currently, submitting a call disposition while in ACW triggers a new, duplicate ACW state in Agent State Change Raw and Agent States Transition reports, despite the Agent UI treating the entire post-call process as one continuous session with an uninterrupted timer.
These duplicate entries skew agent state transition metrics, forcing supervisors to parse through the data and undermines confidence in workforce management decisions.
Proposed Solution
Update the user-facing reports to merge…4 votes -
Reporting Capabilities | Generate a year-to-date and hour-by-hour breakdown |
The customer is requesting an enhancement to reporting capabilities that would allow them to generate a year-to-date, hour-by-hour breakdown of inbound external call volume, including the following metrics:
Answered calls
Abandoned calls
Missed callsThis level of detailed reporting is required for workforce and manpower planning purposes, as the current reporting options do not provide a consolidated view with this level of granularity.
The customer has indicated that having a single report or dashboard with YTD hourly call distribution and outcomes would significantly improve their operational planning and staffing efficiency.
3 votes -
Customer Visibility and Alerting of "Daily/Monthly Call & SMS Limit"
Genpact India Private Limited experienced outbound calling failures on a new Sub Account due to reaching the "Daily Call & SMS Limit" within SCP. Tier 3 resolved this issue by increasing the limit. However, the customer is requesting a mechanism to monitor their usage against the limit or a proactive alerting system to inform them when they are approaching or have exceeded this limit.
Historically, RC has not provided customers with insight into this limit as it serves as an anti-fraud mechanism. Nevertheless, due to the impact on the customer's operations, they are requesting an escalation of this inquiry.
17 votes -
session id
I have been informed that Business Analytics is replacing Performance Reports. Call logs are available in Business Analytics but they do not include the session id of a call like Performance Reports do. Please include session IDs in the call logs of Business Analytics.
Session IDs help me group calls together but those are also valuable pieces of information that I can provide to Support when I have to submit a support case.
11 votes -
QoS for VIDEO is no longer drilling down correctly
Within the Analytics Portal, you can't drill down to filter 'bad' video meetings anymore like you can with phone calls.
The Problem
When you're in the Quality of Service (QoS) overview section and select Video, you see the quality monitor ring chart. If you click on a red segment of this chart, you expect it to filter the list of video meetings to show only the ones with poor quality. This function works for phone calls but not for video meetings. It used to work for video meetings, too.Steps to Reproduce
Log in to the Analytics Portal as an…17 votes -
Reports
The Overview widget is currently displaying a limited number of items (top 100 only). As a result, it takes a significant amount of time for users to review and compare the performance and quality scores (Average/Good/Bad) of their sites.
The end goal is the information from the widget, would like to increase the amount of items to at least 500 or alternative way to pull that same information entirely.
4 votes -
Performance report showing monitored calls by user
Performance report showing monitored calls by user - should be listed as a KPI
4 votes -
Live Talk Time
In Live reports It would be great to see the live talk time while an agent is on the call and have update every second.
4 votes -
Custom Role - Phone Number Breakout
Currently custom roles only facilitate 'Company Number' access at a high level. For multi tenated customers utilizing Role Domains this becomes an issue, exacerbated with the introduction of Number Storage in the international space.
Suggesting that Roles provide a more granular Allow/Disallow logic relational to Phone Numbers. The granular state should encompass below:
- Phone Numbers (in likeness to present state)
- Number Inventory
- Number Storage
This will allow users to have a role domain associated which keeps multi site admins segregated to their responsible sites in a desirable fashion.
14 votes -
Answer % for Outbound call - Anlaytics
There is currently no “answered call percentage” metric for outbound calls. All outbound calls are treated as connected once placed, which does not reflect whether the call was actually answered.
Gap
This limits visibility into true customer engagement and outbound performance.Proposed Solution
Introduce an Outbound Answered Call Percentage metric:Definition:
Answered outbound calls ÷ total outbound call attempts × 100Requirements
Differentiate between answered, voicemail, and unanswered calls
Include in reporting and dashboards
Align definition clearly with existing inbound metricsValue
Provides more accurate insights into outbound effectiveness and agent performance.2 votes -
Allow Unknown inbounds/outbounds to Auto-Log into Google Sheets Without Requiring Existing Contacts
Currently, RingCentral call automation only logs calls into Google Sheets when the caller’s phone number already exists in the system/contacts. If the number is not saved as a contact, the call does not auto-enter into the Google Sheet unless we manually add the contact first.
This creates a major issue for sales teams because many inbound calls come from new or unknown leads. These leads are not already saved in contacts, but their call data is very important for tracking, follow-ups, reporting, and lead management.
Feature request:
Please remove the dependency that requires a phone number to already exist in…2 votes -
Quality of Service Calls - Search By Number
The ability to filter Quality of Service Calls by ANI or DNIS. Currently, we can only filter by Name or Extension. The ability to filter that section by an external number would make it easier for customers to find a specific call and review QOS, Device, Site, and other factors related to the call. Currently, QOS in Analytics is the only location to view certain topics related to calls, such as device and site. So being able to better filter the list of calls would speed up customers' ability to use QOS effectively.
8 votes -
Split Email Notification Logic for Personal vs. Shared/Call Queue Voicemails
Currently, when a user is assigned a shared voicemail box (such as a Call Queue voicemail), the system processes these alerts under the user's primary voicemail notification policy. If a user turns off notifications at the Call Queue level but keeps them on for their personal profile, they continue to receive emails for the Call Queue.
Users cannot opt-out of high-volume shared queue alerts without completely disabling alerts for their own direct business lines.
2 votes -
Have a monthly breakdown of monthly results if the date range selected is by year
For example, if the admins want to get the total number of calls for the year 2025, the analytics will provide the overall total for the entire year. However, the customer also wants a monthly breakdown showing the total number of calls per month.
9 votes -
choose who can see live reports
Be able to designate who can see a live report dashboard the same way you can choose who can see a created dashboard is Business analytics.
Currently the privacy settings are [Public] and [Private]. In business analytics there's a third option [Shared] which then allows you to choose the designated agent/users.1 vote -
Remove users from saved report that have been moved to another call queue
Ability to remove users from saved Performance Reports that have been moved to another Call Queue
19 votes
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