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  1. Be able to see what IVR key presses are being used for a site/branch within analytics site. Right now we have no way to track routing to shared que's from branches using it. i.e. caller pushes 2 on ivr, is routed to a large multi site que. i would like to be able to see how many times that branch was routed to that que.

    31 votes

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  2. A user is wondering if there is a way to include in the call logs details Call ID (not caller ID) or Number sequence for a call queue report. By this means we can group a call result according to the call ID number without being mixed with the other call result. e.g.TypeFromToCall IDCall SequenceExtinbound888898459188812345621471101inbound888898459188812345621472102

    6 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  3. PowerBI is a latest and advanced BI tool from Microsoft. We use both Ringcentral and PowerBI in our organisation and like to have a gateway connection to pull data directly from PowerBI.

    5 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  4. communicating through the text feature for some is more popular than making a call. So it would be nice to see how often it is being used daily.

    1 vote

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  5. Client KPI reports are being generated on an hourly basis, we need it to be available every 15 minutes

    1 vote

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    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  6. A text report that would be like the Phone performance reports. It would also include fax.

    1 vote

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  7. Currently in the Performance Reports in Analytics, only the "# Refused" report is available. Instead, there should also be a report that shows the specific date and time of when calls are being refused in Analytics for Performance report. This will allow the admins to gather more detailed reports of call refusals.

    19 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  8. Would like to be able to track the busiest hours of each day over a long period of time. If the report could be sorted by user or all users, that would help project staffing needs

    4 votes

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    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  9. We can see the lifecycle of a call (incoming to receptionist, transferred to an associate) including hold times but cannot download this same level of detail. We want to be able to understand the full lifecycle of the call using analytics, but can't seem to get this level of detail on an export.

    19 votes

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    Planned  ·  3 comments  ·  Other  ·  Admin →
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  10. Live call count dashboards for users, maybe on HUB. When employees have call counts they have to meet daily they really need to able to see their own live metrics.

    6 votes

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  11. Allow me to pull a list of all extensions for a site, including users, limited extensions, paging groups, call queues, IVRs, etcThis would be great. We have several hundred sites and site managers are constantly asking for their extension lists.

    10 votes

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    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  12. When I want to look at the call metrics for as individual or team over a specific period of time, the numbers are aggregated. I want to see what each person's metrics are each day. I want to see how many inbound and outbound calls (or any other metrics I choose) they made on each specific day. That will be more informative to me than the way it is currently set up. For example, if I look up an individual's numbers for the last week, it will only give me the total number of inbound calls and outbound calls and…

    1 vote

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    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  13. An embeddable analytics dashboard could benefit corporate users with interest in monitoring performance without dedicating as many resources as must be used currently. My personal use case would be displaying an analytics dashboard on monitors spaced throughout our corporate offices/CS departments. As of now, this practice requires an entire computer dedicated to one task, displaying one full screen webpage on a large TV. Ideally, a widget or embeddable URL will navigate to a webpage and generate a unique token that can be entered into the analytics portion of a RingCentral account to authorize access(much like how some streaming devices will…

    4 votes

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  14. Requesting to add the feature to be able to monitor and get a report about the log in and log out of the users on the account

    10 votes

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  15. I would like to run a report on the inbound calls thus far in 2020 and get data on our Inbound calls and if they have increased month by month and which months after COVID started impacting us in Mid-March and see the impact on our employees phone useage from working from home.

    42 votes

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    Planned  ·  5 comments  ·  Other  ·  Admin →
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  16. Really a disadvantage that RC doesn't have the ability to create subscriptions for future dates/times. Having to manually run a call report numerous times a day to get the daily rollup instead of just being able to let it run is honestly archaic.

    5 votes

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  17. Would you please create a function so that someone can see analytics for some users but not all? This way the manager of a department may access analytics for their department without being given access to the entire company.I would also suggest greater internal communication on suggestions-- it took a lot of steps and apparent miscommunications to be directed here.

    41 votes

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  18. SFDC case no. 13414506
    https://rc.lightning.force.com/lightning/r/Case/5002H00001IMZXTQA5/view

    company: Elemental LED, Inc.
    RC UID 252899027 (83 lines) PST
    current Total MRR: USD 3,910.04
    http://adp.glip.net/company-new.html?company_id=1806286849I.T. department needs to present the RingCentral App Message Data Export result to other departments like Human Resources. They are checking all of a user's team membership.

    4 votes

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  19. Right now, when I go to the performance reports section and download calls, the abandons are not being included. I want to be able to see and download the data on what the individual abandons were.This would be useful because it will allow analysts, and by extension managers, greater visibility into what calls are being abandoned. It is hard to know when these abandons are happening, where they are coming from, how long the caller was trying to wait before hanging up, etc. without more granular data.

    4 votes

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  20. Currently the Service Level being displayed on my live reporting screens is factoring in calls that came in outside of business hours and were routed to voicemail. Per your CS team, there is currently not a way for the Service Level to only look at calls that were presented during our normal business hours.

    2 votes

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