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975 results found

  1. total report of Analytics with transfer details and user who answer it

    total report of Analytics with transfer details and user who answer it

    1 vote
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  2. Would like my dashboard named "Last month call summary" to default to last month.

    Dashboard is not storing the time range. It defaults to today. Would like to have a dashboard that shows data for last month. Would like this to also work with the email subscription. The email subscription shows only todays data. Need last month summary report to be emailed.

    3 votes
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  3. RingCentral Analytics: KPIs for Tracking minutes for Internal Calls (between users) and Call Monitoring/Barging into calls

    We would like to be able to see in Analytics:Minutes spent on calls internally (between users)Minutes spent Monitoring calls or barging into calls

    3 votes
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  4. Analytics Report Issue

    Add a reason why the call didn't go through even though it's beeing counted in the #'s

    2 votes
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  5. Include KPI's in LOB export

    There are so many kpi's, all useful, but higher level execs will not know how to interpret their function. Including the kpi's, preferably as a note in the excel cell where the title exists, similar to the note shown in the online dashboard where kpi's are selected to add to the widget, would be super helpful.

    1 vote
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  6. Call logs to multiple email addresses

    Currently, under analytics, we can only send reports to 1 email address. It would be very useful for myself, as the Information Systems Director and my IT Manager to both be able to receive those reports.

    8 votes
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  7. Call detail export for the LOB Analytics

    We want to see the call detail for the LOB analytics and it is difficult to filter through call logs to determine which calls were part of the LOB Analytic we are looking at.

    2 votes
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  8. Can you add avg. handle time and avg. speed of answer to LOB Analytics?

    I currently use Performance Reports, but I heard that it was being phased out soon and LOB Analytics will take its place. This would be helpful for me so that I don't have to use both PR and LOB reports to build my weekly report to management.

    1 vote
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  9. LOB ANALYTICS WITH ONE TOUCH ACCESS TO ALL KPI'S

    The new LOB for KPI's is very confusing and not very user friendly . The previous format was much easier to follow. I suggest reverting back to the old format or a similar map of the workflow.

    2 votes
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  10. Increase Data Retention of Analytics

    customers are requesting to increase data retention of analytics report"Our business heavily revolves around call volumes and frequency...if we can't get the data we need, then I'll need to have a discussion with our executive team into looking for a provider that will/can provide basic data for years prior...""how can we accurately forecast against historical data only looking back 6 months?"

    30 votes
    Future Consideration  ·  3 comments  ·  Other  ·  Admin →
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  11. Automatic Quarterly Export of Analytics

    The Analytics system seems to lose all data beyond just a few months (2? 3? ). This makes it truly difficult and a huge loss of valuable information to any customer who wants to look at that data and compare it year over year. An automated export of the month, or quarterly totals of calls, minutes and other KPIs should be there, saved to perhaps the Billing tab of the service portal for easy download, or somewhere similar in that portal. We've been a Ring customer for 2 years, and now I cannot tell our Board how much Ring has…

    1 vote
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  12. To have an option to delete calls from the performance reports

    To have an option to delete calls from the performance reports as if they will be deleted from the call logs, it takes time for them to disappear from the Analytics side (PR).

    1 vote
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  13. Add Column for reports to view voicemail box Listened vs Un-listened

    Being able to add a column to view quantity of voicemails Similar to on the "users with extensions" List on the admin portal.

    3 votes
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  14. Annual analytics report

    Annual analytics report

    2 votes
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  15. Analytics, average number of calls during a period (not just a day)

    I need to know our busiest hours during a specific period (e.g., the past two months). Currently, you have this report by day; however, our volume of calls varies. Also, it should show the cumulative in each hour, so I can know what percentage of our calls in that period happens in a specific hour or hour. For example, in the last trimester 57% of our calls happened between 11 am and 2 pm.

    5 votes
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  16. Talk time and hold time available in the live reports.

    This will help account owners in checking how long the users put the caller on hold during the interaction.

    1 vote
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  17. Nice in Contact Call Analytics

    Submitted in the Contact us interface in the Nice in Contact interface as well...I'm looking to submit a feature request. Basically, when we have agents working from home, we currently don't have a way to determine if the agent drops a call or rejects a call due to the way they interact with the system, or poor network connectivity, etc. We would like the following (options of 3 tools to accomplish the task at hand)

    1. Some sort of identifier in reporting that tells of a disconnect vs. rejection from agent, etc.

    2. Some way to link Nice in Contact to the…

    23 votes
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  18. It would be nice to be able to clone/copy alerts to make these easier to set up

    I tyhiunk we save system managers time in setting the system up

    1 vote
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  19. Default Abandon Rate KPI

    It would be nice if by default there was an abandon rate KPI, rather than having to create one in LOB KPI Building. This way we can easily troubleshoot which employees have a higher than normal abandon rate. This should be useful right off the bat to everyone.

    4 votes
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  20. analytics dropped down menu for all numbers with kpi

    hiplease include a feature were in analytics to have a dropped down of all numbers in the account with KPI we can edit

    2 votes
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