1167 results found
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QOS for contact centre users
With in the OQS you cant see any information if they are a contact centre users, it would help to have this information in the QOS then if a user is having issues we can gather more information from here.
1 vote -
directory integration under super admin
adding contacts in entire company contacts uploading has problems should have ability to add info you like atm need to fill in all data or wont upload , also is issue with this should be able to go to call log add entire contacts from call log quick will be way easier
3 votes -
Call Park
Call Park location should be accessible to see on desktop/mobile app.
1 vote -
Live Reports on Wallboard direct weblink
We recently converted from Mitel and used Brightmetrics for reporting. We were able to create weblinks for the wallboards and unlike RingCentral, we didn't need to log in to view Live Reports. With RingCentral we now need to log into an account to view the wallboards and this makes it difficult to display them on a smart TV.
2 votes -
widgets
Allow for Widgets to be saved and available to add to any dashboard via checkbox or "add" button. Currently each custom widget has to be re-created on each dashboard. This would save a ton of time. Although my date ranges look predefined, they are custom (no weekends, or Wednesday, etc) Screenshot attached.
3 votes -
Specific Future Dated Scheduled Reports Option
To have the Analytics Report Subscription's Email Delivery Schedule an option to create one that will allow the customers to set specific future dates.
3 votes -
Reflect RC custom message within Admin Portal
The Custom Message text box in the RC app is used by admins to check if someone is on break or lunch based on their message, it would be great if this was reflected in the admin portal so that admins that don't log into the phones but still provide support can see the employee's custom message from the RC app displayed in the portal.
1 vote -
Analytics Abandoned calls
According to the description of Abandoned calls are calls that started waiting in the queue but were hung up before the call was answered or went to voicemail.
Customer requesting to separate the "hung up before the call" and "went to voicemail" on the Reports.
5 votes -
Download user info should include the call forwarding numbers
Download user info should include the call-forwarding numbers
22 votes -
Correlating Inbound Queue calls with Outbound User Calls to identify reason for missed Inbound call.
In LOB we have no way of proving if an inbound call to the queue was missed due to the agent already being on an outbound call. Some kind of identifier which shows which agents were busy during the missed call event would be useful. If this could then identify that x number of calls were missed per time period that correspond to outbound activity by the user.
1 vote -
License Limit
It would be preferable to have a cap/limit on the ability to add licenses for Live Reports. Rather than allowing anybody who has access to add licenses whenever. Since we are unable to remove licenses without contacting support.
12 votes -
On the Adoption & Usage reports, filter by Site or by Department
On the Adoption & Usage reports, can I see a filter by Site or by Department? In case I would only want to focus on several sites within a region or one site only.
3 votes -
Would like to have physical technicians to work on my Deskphone
Customer would like to have a technician to come over to provision the phones for them personally.
2 votes -
Performance Reports to Sync with Business Analytics Report
Currently, performance reports is not working properly when it comes to data gathering and calculations. It shows not in sync with business analytics
24 votes -
Allow the import template to accept both First Name and Last Name fields simultaneously without causing errors
The current import template only allows either the First Name or Last Name field to be filled, causing errors if both are completed. This limitation makes it difficult to manage full contact details effectively and impacts usability for business directories. See Case 26711196.
1 vote -
Mask Contact IDs
Request for an option to mask or hide contact IDs to enhance privacy and security for users. Currently, no such feature is available.
1 vote -
call score
Quality of Service: difficult to "identify poor quality of calls", as the call score is not listed in the download report - see attached. ....
6 votes -
Reporting Capability on IVR Menu for key presses
I need report capability from an IVR menu to see which key presses callers are hitting and would like the following information: # of incoming calls, duration of call, missed calls. Example from my Main IVR menu we have multiple locations - each location has a key press and then a sub menu. I want to see rom my total number of calls daily - what % of calls are going to each location. Then the same thing from my Sub menu IVRs.
78 votes -
Include the graph when downloading company number's in pdf file
It would be better to include the line graph from the Company numbers report when downloading/exporting the report via pdf file
7 votes -
incoming call waiting for call queues
on call waiting a person can be put on hold and answer another call.
6 votes
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