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927 results found

  1. Missed calls to queue showing up as "Answered Elsewhere"

    When queue receives a call and one person answers, all members of the queue are given a "missed call" notification instead of an "answered elsewhere" notification as per the 23.3 update. Customer would like to be able to see and "answered elsewhere" notification so they don't call customers multiple times.

    41 votes
    Under Review  ·  8 comments  ·  Alerts  ·  Admin →
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  2. Adding a "country" filter in analytics portal

    Add a "country" filter in analytics portal, under performance report tab

    19 votes
    New  ·  5 comments  ·  Other  ·  Admin →
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  3. Generate a report on a date range but only on specific time of the day

    Please have an option in Analytics to generate a report for a date range but the result should only display calls on a specific timeframe for each day. For example, generate a report for January 7 - January 14 but the result should only display calls from 7 AM to 12 NN

    41 votes
    6 comments  ·  Other  ·  Admin →
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  4. Ability to search calls using call ID/call information in Business Analytics

    Would like to have an option in Business Analytics to be able to search call information using call ID or telephony ID without downloading the reports and manually searching through the report. It would be best to have the option to search call information on the Business Analytics page.

    4 votes
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  5. Giving a user the ability to select any user within performance reports and not being limited to only the users of call queues they manage.

    Giving a user the ability to select any user within performance reports and not being limited to only the users of call queues they manage. The workaround provided by support is to create a new account that is not a manager of any call queues, so all users are available to select.

    19 votes
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  6. Report Tool for AI Notes

    To have a weekly or monthly reporting or collation of AI notes for calls on the said duration. Can be included on the Reports/Analytics or can be on AI tab itself.

    3 votes
    New  ·  3 comments  ·  Other  ·  Admin →
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  7. Abandoned Call Tracking Feature

    Requesting a new feature in RingCentral to enable easy retrieval of specific phone numbers from our %Abandoned calls KPI.

    Introduce a feature within RingCentral's analytics dashboard that allows users to generate customized reports specifically targeting abandoned calls. This report should include detailed information such as caller phone numbers, timestamps, and call durations.

    Implement a search functionality within the reporting feature, enabling users to quickly filter and identify abandoned calls based on various parameters like date range, call duration, or specific queue.

    By incorporating these features into RingCentral, users can efficiently track and address abandoned calls, ultimately improving customer satisfaction and…

    39 votes
    4 comments  ·  Live Reports  ·  Admin →
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  8. List of Users Created For More than 1 Year

    To have a reporting tool or list of the users created for more than a year ago. Show the additional users information.
    Related FR: https://ideas.ringcentral.com/forums/958493-phone-messaging/suggestions/48748538-user-extension-and-device-report

    3 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  9. Hybrid IVR and Call Queue

    I like that Call Queues have the option to Interrupt Audio with an Interrupt message. It would be nice to take that one step further and utilize it as a mini-IVR menu.

    I want to use the Interrupt Audio to let the person on hold know they can Press 1 (or whatever button) to go directly to that queue's voicemail and configure a button press to work in that manner.

    The current IVR configuration doesn't have what we need to utilize it for Queue purposes, and the Call Queues don't have configuration settings we like from the IVR menu.

    5 votes
    New  ·  0 comments  ·  QOS  ·  Admin →
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  10. Remove abandoned calls where someone hangs up at 8 sec or less

    Want to have abandoned calls removed from report - any calls where someone hangs up at 8 sec or less prior to answer

    7 votes
    New  ·  3 comments  ·  Live Reports  ·  Admin →
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  11. Call Volume Live Dashboard

    I would like to be able to see call volume dashboard, inbound and outbound, by day and by agent. I would also like a date range filter to easily compare call volume between specific dates.

    14 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  12. Queue Time" per team member.

    Customer would like to get a report of the amount of time our users spend in the "queue". In other words "Queue Time" per team member.

    3 votes
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  13. Report associating IVR data with transferring agent for post-call surveys

    Requesting a feature that would allow us to associate IVR survey data with the agent who transferred the call to the IVR post-call survey. This enhancement would involve including a new field that captures and displays the name of the transferring agent alongside the corresponding IVR survey results.

    9 votes
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  14. ability to check audit trail for more than 180 days

    Customer would appreciate if admin portal has an ability to store data in audit trail for more than 180 days for tracking purposes

    7 votes
    New  ·  1 comment  ·  Other  ·  Admin →
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  15. Feature Request: Auto-Add Queue Members to Performance Analytics Reports & Subscriptions

    Hi Team,

    I’d like to request a feature enhancement for RingCentral Performance Analytics Reporting & Subscriptions to improve usability and ensure accurate reporting.

    Current Challenge:
    • At present, when new members are added to a Queue, they are not automatically included in Performance Analytics Reports and Subscriptions. Instead, users must manually filter and add new members to each report and subscription. This manual process introduces the risk of omission, leading to incomplete analytics, reporting inconsistencies, and missing scheduled reports.

    Proposed Solution:
    • Implement a functionality where any user added to a Queue is automatically included in Performance Analytics Reports and…

    3 votes
    New  ·  0 comments  ·  Subscriptions  ·  Admin →
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  16. Option to filter working days across an entire month

    Performance Report - Analytics Portal Enhancement Request

    Request to add an option to filter working days only for a selected month. The feature should allow users to retrieve call data specifically during the company's business hours.

    Currently, the "Last Work Week" option only provides data for the previous week, but there is no option to filter working days across an entire month. This enhancement would improve reporting accuracy by ensuring that only relevant business-day data is included in the analysis.

    3 votes
    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  17. Persist KPI Filter Settings Across Analytics Sections

    When users modify the KPI filter in the Performance Report and navigate to other sections within Analytics (e.g., Business Analytics), the KPI settings reset to their original state upon returning to the Performance Report. This request proposes enhancing the system to retain the user's KPI filter settings across different Analytics sections.

    Current Behavior:

    Users adjust the KPI filter in the Performance Report.

    Upon navigating to another Analytics section (e.g., Business Analytics) and returning to the Performance Report, the KPI filter reverts to its default state.

    This requires users to reconfigure their KPI settings repeatedly when switching between sections.

    Requested Enhancement:

    …

    2 votes
    New  ·  1 comment  ·  Other  ·  Admin →
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  18. Enhanced Performance Report: Incorporating Missed Calls in Call Queue KPIs

    We propose integrating missed calls into the Key Performance Indicators (KPIs) of the Performance Report for Call Queues. Currently, the report lacks visibility on missed calls for Call Queue Group Extension, hindering effective analysis of call queue efficiency. By incorporating missed call data into the report, supervisors can gain comprehensive insights into call queue performance, enabling them to address bottlenecks and optimize resource allocation for enhanced customer service. This addition would empower teams to better manage call traffic and improve overall productivity within the call queue environment.

    26 votes
    3 comments  ·  Other  ·  Admin →
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  19. Performance Report for Business Hours by week

    we should be able to run performance reports by the week or by the month that "exclude" calls outside of business hours so you can truly report on calls that are received and handled within normal business hours vs all hours of the day. You can do this one day at a time but when trying to compile data over period of time, week, month quarter etc, would be nice to filter to include only calls received between this hour to that hour

    8 votes
    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  20. Analytics alert when the number of calls exceed threshold

    looking at the Alerts section in the Analytics portion of the portal to configuring an alert
    when a specific call threshold is exceeded

    we need to be able to configure email alerts that get triggered when the number of calls in x minutes exceed a specific threshold, for instance during a potential voice-based attack, you could be getting 10-15 calls in 2 minutes on a specific number or extension.

    6 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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