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988 results found

  1. Email alerts from https://status.cloudoffice.avaya.com/ or https://status.ringcentral.com/

    There was a recent big outage that affect both Avaya Cloud Office and RingCentral customers. In that outage a lot of calls had to be fielded that were reporting the same issues. The above links show us the status of the service upon visiting, but it would also be nice to be alerted in close to real-time or real-time of those types of service disruptions for either platform via an email. As a business partner this would be nice to know so as to alert our customers of the outage in advance prior to them having to call in and…

    8 votes
    New  ·  0 comments  ·  Alerts  ·  Admin →
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  2. Alert Ownership

    Allow Alert ownership to be transferable to another extension or Super Admin extension.

    17 votes
    New  ·  0 comments  ·  Alerts  ·  Admin →
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  3. auto saving chat options in video meeting

    we need an option to automatically save chats with ringcentral video meetings.

    2 votes
    New  ·  1 comment  ·  LOB  ·  Admin →
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  4. Total numbers of direct calls and transferred calls to an extension

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

    3 votes
    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  5. Remove unnecessary column on Performance Reports

    Subject: Adjusting a CSV Report
    Description:
    Reports are created via the Analytics Portal under the Subscriptions section.
    Tab ticked for it for example is just the Users tab but when the report is generated and sent, it shows a couple more tabs/columns on it. The "Filters" and "KPIs" tab.
    The customer wants to not have these included and just show the tab chosen and ticked for the specific report.

    2 votes
    New  ·  1 comment  ·  Subscriptions  ·  Admin →
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  6. Export Adoption & Usage

    Export Adoption & Usage

    5 votes
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  7. 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

    10 votes
    New  ·  4 comments  ·  Live Reports  ·  Admin →
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  8. 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

    11 votes
    New  ·  1 comment  ·  Other  ·  Admin →
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  9. 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.

    5 votes
    New  ·  1 comment  ·  Other  ·  Admin →
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  10. Customize Time in Performance Reports

    We would like an option to customize the time ranges in Performance Reports and set that as a report/tab. Currently, the only option we have is to select the hour, but there is no way we can customize the minute.

    33 votes
    2 comments  ·  Accessibility  ·  Admin →
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  11. 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.

    42 votes
    Under Review  ·  8 comments  ·  Alerts  ·  Admin →
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  12. RingCX Voice Skill "Play Hold Time" Feature Enhancement Request

    Current Behavior: The "Play Hold Time" feature will only play for callers after the first call in the queue (second, third, etc.) and they'll hear the queue time of the longest call in the queue (first queued caller), so if there are 10 callers in the queue, 2 - 10 will hear what call 1's (first queued caller) wait time has been. As in, the amount of time the longest call has been in the queue, so if caller 1 (first queued caller) in the queue has been in the queue for 30 minutes, the (second, third, etc callers) in…

    6 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  13. 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.

    6 votes
    New  ·  0 comments  ·  QOS  ·  Admin →
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  14. Billing Dashboard

    The new billing portal has demonstrated enhancements but I still feel it's lacking in functionality that most business owners would want to see more of.

    • trend management, especially with a contact center instance, I find it difficult to see the invoices over time and compare them month to month. Why isn't there a dashboard that can demonstrate this graphically, leveraging the filters you have there now as toggles?

    • Export/Download, currently this exists on an invoice by invoice basis which is fine; however, I imagine many of us would like the ability to export the billing list as its represented in…

    7 votes
    Implemented  ·  1 comment  ·  Live Reports  ·  Admin →
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  15. 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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  16. Historical Reporting handle count for digital channels in RingCX

    On the historical reporting, when a supervisor or any user view a digital conversation in RingCX it is being counted as interaction handled of that user although the interaction was not assigned to them.

    Sample report wherein the digital interactions were counted as handled:

    Interactions details report
    Interactions overview report
    Agent Activity Report

    It should not be counted as handled as the interactions were never connected to them. The users only view the interaction for other purposes (quality and/or review of the conversation).

    5 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  17. 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…

    42 votes
    4 comments  ·  Live Reports  ·  Admin →
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  18. RingCentral recognizes the language of the call and transcribes of the call are done in the language of the call

    RingCentral recognizes the language of the call and transcribes of the call are done in the language of the call. If a call is in Spanish, RingCentral transcriptions are in Spanish. Also offer the option to translate transcribes to English.

    1 vote
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  19. Analytics and call logs - Align the call logs and analytics in Salesforce

    We’ve noticed an issue with how call durations are being recorded in Salesforce via RingCentral.

    In our setup, call logs are attached to Salesforce tasks and are used to track KPIs. When a customer calls in and is placed in a queue (e.g. when the user is busy), the system records the call time from the moment the customer hears hold music. However, Salesforce is logging this total time rather than the actual duration of the conversation between the user and the customer.

    For example, in a recent call:

    The customer is in a queue, waiting for their contact, for…

    2 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
    How important is this to you?

  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.

    8 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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