1238 results found
-
ability to extract the reason for the audio Recording issue encountered
Customer should have ability to extract the reason for the audio recording issue encountered.
It would be helpful to have a deepdive on the audio recordings once an issue had been encountered. This is for us to have a knowledge on how what we can do to resolve it
1 vote -
Allow Managers to Access Analytics and Call Logs for Specific Users Only
I would like to request the ability to assign granular permissions that allow a manager to view the performance analytics and call logs of a specific user only, without granting access to other users’ data.
Currently, access permissions appear to be broader in scope and do not allow restriction to a single specific user. Having this feature would improve data privacy, role-based access control, and managerial oversight while maintaining security and confidentiality across the organization.
This enhancement would be highly beneficial for organizations that require structured reporting lines and limited data visibility based on hierarchy.
For example:
Samin Maestro (Ext.…2 votes -
Add Analytics Tab to Track Agent App Usage (RC App vs RC Phone)
Request to enhance Analytics by adding a dedicated tab that displays which specific application agents are using. The view should clearly differentiate between RC App and RC Phone and allow filtering by individual agents or groups of agents.
2 votes -
Performance report align with user call logs
It would be great if the data coming from Analytics would align or match the information showing from the user call logs. This will prevent any discrepancy
96 votes -
Check IP address in the admin portal
Ability to check IP address of the provisioned phone in Ringcentral via admin portal.
I need to find details on devices registered to RC by IP or mac address. Is there such a report I can run to tell me what IP a device is registered with?
24 votes -
Allow Admins to see the IP Address or Network where users sign in
Title
Allow Admins to see the IP Address or Network where users sign in
Description
Please add a feature that allows Admins to view the IP address or network location used by users when they sign in to RingCentral.
This would be very helpful for:
Troubleshooting user connectivity issues (especially for remote agents)
Verifying login locations for security
Tracking suspicious or unauthorized sign-ins
The IP address or network information could appear in the Admin Portal > User Activity / Sign-in History, and also be available for export in audit logs.
4 votes -
Add Job Title & Department as columns to Agent Details Dashboard Widget
Please include in the Job Title, and or Department user fields as column options in the Agent Details Widget of the Live Reports Dashboard.
1 vote -
Average call back time and frequency of unaccepted call back request
Live reports should should the average call back time request and we should identify users that don't accept call back request, especially for longest idle or in order.
As well, for call back request, it should have a different routing to specific people. It should have the option which routing compared to when receiving call queue calls.
1 vote -
Add a Widget for Call Logs to Live Reporting
I have multiple customers who would like the ability to see the real-time call logs as part of their live report dashboard. This is a feature offered in live reports of other UCaaS providers and third party integrations to RingCentral.
1 vote -
Include Short and Long Abandoned Calls in RingEX Performance Reports
Currently, RingEX Performance Reports do not include metrics for Short Abandoned and Long Abandoned calls. These call types are critical for analyzing customer behavior and agent performance, especially in high-volume environments.
We would like to request the addition of these metrics in the RingEX Performance Reports to provide more comprehensive insights into call abandonment trends.
5 votes -
To develop a report that monitors the standard metrics for manually handled digital interactions.
To develop a report that monitors the standard metrics for manually handled digital interactions.
The proposal aims to develop a standardized reporting system that tracks and monitors manual engagements within digital interactions. This report will provide better visibility into cases or messages that are manually handled by agents, helping the team identify trends, measure handling efficiency, and ensure consistent reporting practices across all digital channels.
5 votes -
Consolidate Redundant "After Call Work" (ACW) States in Agent Reporting
RingCX reporting currently logs redundant entries for a single "After Call Work" (ACW) session; this should be updated to match the single, continuous state shown in the Agent UI.
Currently, submitting a call disposition while in ACW triggers a new, duplicate ACW state in Agent State Change Raw and Agent States Transition reports, despite the Agent UI treating the entire post-call process as one continuous session with an uninterrupted timer.
These duplicate entries skew agent state transition metrics, forcing supervisors to parse through the data and undermines confidence in workforce management decisions.
Proposed Solution
Update the user-facing reports to merge…3 votes -
Subscription Report scheduling.
Right now, reports can only be set to send Sunday through Saturday. It would be extremely helpful to have a Monday through Friday option available as well.
Our team operates on a weekday schedule, so weekend reports aren’t being used. Having a weekday-only option would help reduce unnecessary emails and keep reporting aligned with when the team is actually working.
Is this something that could be added, or is there a workaround currently available?
Appreciate you taking a look at this, and I’m happy to provide any additional context if helpful.1 vote -
Feature that alerts if someone has been available for long
Ability to set certain admin to receive an alert if someone has not placed a call in over 15 minutes? Another flag could be if a user has been 'Available' for over 15 minutes. Ideally something within a certain time range since overnight would definitely trigger this flag. If there is not, could we be put in contact with someone who can make this happen?
3 votes -
Automatic sending of AI notes to email
Automatic sending of AI notes to email, so that they will be received by the recipient without manually going to the app.
2 votes -
PDF report in landscape mode
to have an option to download or send the PDF reports in landscape mode.
1 vote -
1 vote
-
Have %hold option in the Select Columns in Analytics
In the Performance reports, there are % Answered, % Inbound, % Missed (w/VM), % Outbound but it doesn't have %hold.
Please include %hold in the Select Columns in the Performance reports.
1 vote -
Bigger and easier to find edit button
Just make the option to edit a widget in a dashboard easier to find. Currently a small vertical "3 dot" button that is hard to find crammed into the end of the items bar at the top of the widget.
Quality of life improvement.
1 vote -
Ability to just show only filtered phone numbers including site numbers/ main company numbers in Analytics.
I am trying to run a report that gives me usage for each company number at a particular site. I have the instructions from the chat bot, but the resulting report is giving me ALL company numbers even though I filtered by 2 sites.
1 vote
- Don't see your idea?