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936 results found

  1. I am trying to find reporting to ensure compliance with RingCentral Enhanced Business SMS guidelines

    I am trying to find reporting to ensure compliance with RingCentral Enhanced Business SMS guidelines. I want to ensure that we are not encroaching the messages per minute limit with the combine use of our API, CRM, And user messaging. Also, would be great if RingCentral simply Spooled Outbound Messages and sent using the throttled limits

    1 vote
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  2. RingCentral for Salesforce | Ability to log the call queue call as 1 log, as opposed to having it log per call queue members who missed/...

    ...answered the call.. Ability to log the call queue call as 1 log, as opposed to having it log per call queue members who missed/answered the call.The CTI interaction with call queues is that calls will log the calls for all users who's softphone/phone rang despite them not answering the call. This is especially prevalent for those who use the 'Auto log' feature in the RingCentral CTI within Salesforce

    4 votes
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  3. Retain Caller Name when Exporting an LOB Analytics Widget

    As it stands currently, when downloading an LOB Analytics widget or a full dashboard as an excel spreadsheet, the Caller Name, which is displayed in the dashboard widget is being omitted from the spreadsheet. This makes the report significantly less useful, can we please make it possible to not omit those names so that they display in the spreadsheet? This would be a huge improvement.

    10 votes
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  4. Filtering Analytics Performance

    Would like to have the option to Filter the no. of calls received for a DN under a Call Queue

    1 vote
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  5. Analytics

    verbatim from user: I was wondering if there was a way for you all to create an AD-HOC report for all the data. I feel like the data being tracked by RingCentral is inconsistent with the data in our personal logs. I noticed that RingCentral only keeps data up to 6 months in the Performance Reports for Data Analytics. Do you all have backups for the total amount of time we have been with RingCentral?

    1 vote
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  6. Automatic Reports for Live Reports

    It would be very useful if LiveReports would automatically email or export the data at the end of each day considering this is the only reporting option that allows you to track service level of queues

    4 votes
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  7. Call Log - Outbound Call Recording Filter (be able to filter and select multiple users at a time)

    Bridgepoint is working with multiple Maverick Fitness locations and it would be very helpful to be able to filter in the call log for outbound recorded calls on multiple users (that are in a queue, and multiple sites). Discussing with partner and walking through the filter options, we are only able to pick one agent or user in the queue at a time to view and listen to their recorded outbound calls.

    4 votes
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  8. Report on users time in queue

    As an agency with multiple programs and queues, we need to be able to see when our staff are in the call queue and when they aren't easily, without having to go through the audit trail. We would love to be able to generate a report on each user and when they sign in and out of queue and the total duration they were in queue for the day.

    12 votes
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  9. Weekly Call Trends Analytics

    I would like to see a feature that isolates trends for what days of the week are the busiest or slowest as far as call volume. As well as the report showing the actual name of the day of the week vs. just the dates. Would be very helpful.

    2 votes
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  10. Analytics report for IVR key presses

    Hello, i would like to request an analytics report that will show me what the caller pressed when calling our 800 # IVR. For example we have our 800# and callers get an option for English press1 and Spanish press2 after pressing that option they get another menu with four options 1 - Schedule information 2- Sales 3- ADA 4 - Complaints. I need a report that will tell me what option each customer pressed for the day/month etc.

    49 votes
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  11. Ability to change analytics time zone as needed

    Would be great to update Avaya analytics eg. Performance reports time zone without changing the time zone of the user profile. This is needed for admins, supervisors and managers that deal with team members in different time zones. Use case: checking for a call in the time zone of the user especially when there is an issue with a call and they send the details of the call in their time zone then it would be beneficial for the admin to be able to adjust the call time zone in analytics in order to verify that it is the exact…

    7 votes
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  12. Report for the Voicemails that were already called back

    On an account that had many missed calls and voicemails, it would help if there is a report that will show on how many of the voicemails or missed calls were already handled/called back.

    4 votes
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  13. Stratify First-time Callers from Repeat Callers

    It would be helpful to be able to breakdown total calls between repeat callers and first-time callers in order to better determine conversion rate of new callers to sales.

    7 votes
    Future Consideration  ·  1 comment  ·  Other  ·  Admin →
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  14. Merge Mitel call reports with Ring Central

    We were a Mitel customer and I would run the Mitel Business Analyics user call reports, can Ring Central adopt reports like Mitel that gives more information on the users calls. Our managment team like to see in a week or month time number of calls, total talk time, total incoming and outgoing talk time. See attached report, thanks

    1 vote
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  15. filter extensions who has a call forwarding option on analytics

    caller want to know if the calls are being answered on their desk phones or app or just being forwarded on external numbers

    1 vote
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  16. Agent Details - select agents to view

    Some agents do not ever take calls and do not need to be monitored, but they still show up in the agent details widget. It would be nice to unselect any agents that do not need to be monitored, or be able to position agents in preferred/custom order.

    2 votes
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  17. Live report Upgrade for more statuses and numbers to measure

    It would be great if the live report could show other type of status on the agents, like Lunch, Training, Braked or Logged Out. Also it would be nice if we could measure amount of time an agent is in a status, like amount of time available, amount or time unavailable.

    9 votes
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  18. Analytics Report for Phone Downtime

    This allows the company to know the downtime hours of the phone.Helps to cross-check user's productivity. If a phone is offline, and the duration can be tracked when it is offline, it will help check the actual productivity of every user, site, or department.

    1 vote
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  19. Be able to export Call Quality Reports to PDF

    I would like to be able to export the quality reports to send them out.

    2 votes
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  20. Analytics should not states calls are missed when it was answered

    Call Queues calls shouldn't states it was missed on Analytics when the call was answered.

    4 votes
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