880 results found
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Live Reports : Need to widget to reflect multiple queues
Need there to be one widget that is reflecting more than one queue. Currently when a widget is created for Queue monitoring and Queue calls, you can only select one queue per widget and not multiple.
3 votes -
Analytics metric color options
The primary and secondary metric colors on the graphs are static. Users with color blindness have difficulty differentiating the two colors. Color options on these metrics would allow them to customize to their needs.
5 votes -
Delegated Line reporting needs improvement
We have recently migrated from a Call Queue to a Delegated Line configuration for our Customer Service team. The change came with some great improvements to call handling, but has shown a significant flaw... no reporting of call activity in Analytics.The ProblemA week after activating the Delegated Line our business owner asked a simple question, "over the last 7 days who has been answering the Customer Service calls?"Simple question, but there is no answer!Accessing Avaya Cloud Analytics showed two issues, delegated line calls are not included in any of the standard call and performance reports. In fact, the Inbound call…
1 vote -
Hourly Report on Analytics
customer wants to have an option to generate automatic hourly call productivity report
7 votes -
Graphs showing individaul/ user KPIs
Under, Performance reports, you are given KPI info in a graph form, for the company as a whole.what we are asking for the graph to be available for the user information as well.
2 votes -
Missed call and schedule call reports request via email
Missed call and schedule call reports request via email
1 vote -
Reports on text messages that go outside the company
Our callers also use text messages to reach customers. It would be good to see how many times they reach out via text as well as by calling.
4 votes -
KPI - Average wait time Abandoned calls and Average wait time Answered calls
Currently within Performance report there is KPI for Average Wait time, which as I understand it includes answered and abandoned calls. Can the performance reports have further two KPI as following: 1. Average wait time Abandoned only calls2. Average wait time Answered only calls
11 votes -
Option to download participant in RCV meeting
Please consider to have an option to download participants list and have the same options and view as "Meeting Dashboard" for QOS > Meetings/RCV meetings.Or if not, add RCV meetings on Meeting Dashboard so that users/admin can view the details and have an option to Export Details to CSV.
1 vote -
When running Analytics report, under Performance Reports, for the toll number, it will only show answered calls and not missed calls.
Calls to this number are forwarded to a Queue, which goes to another queue if max wait time is reached, they should eventually be forwarded to cell numbers. These calls that are missed do not have a user assigned to the cell that answers the calls when missed. When running Analytics report, under Performance Reports, for the toll number, it will only show answered calls and not missed calls. Customer needs the missed calls to appear in the reports.
1 vote -
More Customized Analytics
It would be great to run most customized Analytics. I like to look the analytics for each month on each of our phone numbers. However, I would like to see more fields to choose from to get more details analytics. I would like to be able to choose "during hours" or "after hours" to know how many of the calls I missed were because of that. Then it would be great to know if 10 of my 100 calls were from the same person who like to call repeatedly while I'm on the other line. In fact, it would be…
1 vote -
Create live dashboards for LOB Analytics
I think it would be a great idea to have the end date of a custom range auto update daily to the next date in order to create a live analytics that we can view without having to manually update the custom range on our end. We have several platforms that use this in regards to analytics. This allows us to freely create dashboards and view our analytics without worrying about custom ranges.
4 votes -
super admin profile to have more powerful access to filter call logs per sites and groups
super admin profile to have more powerful access to filter call logs per sites and groupshave more group manager so that the call log filtering wont be limited to the group manager in charge of the site
14 votes -
LOB Analytics-include more rows per page, allow for longer heights, and give option for breakdowns in trend widget
It would be useful is for the new LOB Analytics if we could make a table widget include more results per page and make widgets height more than 4. For example if we want to make a total leaderboard of a team of 48 people, the current option would only let us see 13 a time and to need to click on next pages to see other people. Should be an option to make the pages as long as needed and then make the widgets any height to fit that need.For the trend widget, it would be useful to be…
4 votes -
SAS Traces on Call Logs
It would be very useful if Admins have the option to look at the hops during a call (i.e., from the caller's IP to the Server IP to the Callee's IP and back) so we can see where in the call that call quality deteriorates and can determine what's the cause. The QoS tool is great for the summary of a call, but this can help us troubleshoot call quality issues on our own.
1 vote -
Report from analytics that can be subscribed to that shows the calls of questionable quality.
This would be useful to single out the users with issues and narrow it down to what is causing the issues.This would allow records to be kept by admins so that causes for moderate to poor call quality can be monitored for each users having issues.Since all stats for calls are captured from the call starting point to Ring Central and then from Ring Central to the end point. There would only need to be a report to subscribe to.
2 votes -
Fix the spacing on the "Real Time Dashboard"
The spacing for the dashboard is wide which takes up a lot of space. Is it possible to trip down the spacing so when viewing the dashboard you do not have to scroll up or down to view all the team members.
1 vote -
View Caller ID and Talk Time on Live Reports
See the caller ID and current talk time of a call that is in progress so that we can monitor the current calls and see how long our staff has been on a current call
6 votes -
IVR Path reporting on standard Analytics
It would be useful if the Ring Central Analytics were to include IVR Path reporting.
20 votes -
Ability to allow an Admin to control how long data is stored for on the Analytics Portal below the maximum current setting
Large Enterprise Customers in Europe often have worker's councils who do not want end user data being visible for 'longer than is required' as per GDPR law. In their eyes, 6 months is too long to see when a user last called someone, logged in and used an App endpoint etc. As such, they would like to be able to change the data range for which data is visible on the Platform, and just have high-level usage data that does not contain end user names.
3 votes
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