1305 results found
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6 votes
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Annual Call Volume
It would be helpful for growing businesses to be able to compare their call volume from year to year, possibly broken down by month. Not a ton of details but at least the volume to help see growth and if more staff is needed. Also to help determine if there is a busier time of the year.
2 votes -
Add alert option for call queue overload
Add configurable alerts for call queue overload so administrators can define thresholds for when a queue requires additional staffing support. For example, trigger an alert when 3+ callers are waiting in a queue at the same time and/or when the longest wait time exceeds a defined number of minutes.
Alerts should ideally be configurable by queue and delivered to selected users via desktop/mobile notification, SMS, or email.
This would allow us to quickly initiate “all hands on deck” coverage during unexpected call surges rather than relying on someone to manually monitor the queue. It would also allow us to track…
1 vote -
Retrieve Call Logs of Deleted Users
Request
Provide administrators with the ability to retrieve or export call logs associated with users after the user has been deleted.
Description
Currently, once a user is deleted, their associated call history may no longer be accessible through the standard call log interface. This creates a significant challenge when administrators need to retrieve historical call information for auditing, reporting, compliance, or investigation purposes.
The requested enhancement is to retain the call log records associated with deleted users and allow authorized administrators to search, view, and export those records.
Requested Functionality
Allow Super Admins or authorized administrators to search for deleted…1 vote -
Expanded Business Analytics Access for Call Queue Managers
Feature Request Description
We would like to request an enhancement to Business Analytics that allows administrators to grant managers access to analytics reports for users outside of their assigned call queue, without requiring them to have the Super Admin role.
Currently, only Super Admins have full visibility and access to Business Analytics reports across all users. Managers assigned to specific call queues appear to have their visibility limited to the users within their assigned queue.
Business Need
Organizations often assign managers to specific call queues while still requiring them to monitor and analyze performance across multiple teams, queues, or users.…
1 vote -
Filter Agents on Live Reports, not based on call queues
I've built a leaderboard in Live Reports but I only want to see specific users from a specific queue. I would like to be able to select which agents appear on these live reports and not base it off call queue group.
1 vote -
1 vote
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Match HUD and Live Reports status
Match HUD and Live Reports status
1 vote -
Track performance reports usage of users.
It would be great if we could track whether our users are still using the reports under Performance Reports or if you're seeing any traffic under Business Analytics from our users.
2 votes -
Multi-Select Extensions for Call Log Filtering and Reporting
Ability to Filter Call Logs by Multiple Extensions and Generate IVR External Routing Reports
Description:
Currently, the Admin Portal only allows administrators to select one IVR, Call Queue, User, Group, or AI Receptionist at a time when filtering call logs.We would like to request an enhancement that allows administrators to select multiple extensions/entities simultaneously when reviewing call logs.
Requested Enhancement:
Allow users to select multiple:
IVRs
Call Queues
User extensions
Groups
AI Receptionist extensions
Allow multiple selections within the same call-log report instead of requiring administrators to run separate reports for each extension.
Support reporting periods of at least…1 vote -
Audit trail should have traces of changes made to the account
Audit trail should have traces of changes made to the account. Right now is designed primarily to track account-wide, administrative configuration changes made via the Admin Portal
But it would be better if it will show all the changes including who deleted certain messages, What changes have been made and who made the changes and any other changes made by user or any admin.
2 votes -
Enable Super Admins to monitor voicemail activity and response rate via a report in Admin portal
Enable Super Admins to monitor voicemail activity and response rate via a report in Admin portal that displays the total number of voicemails, the count listened to and resolved, and the average response time on how quickly team members are listening to and resolving voicemails.
6 votes -
For Live Reports- Limit on who can see which dashboard.
It will be ideal if I can decide which live report license user can see which dashboard. It's not ideal when other department supervisors/users can view another departments call volume and users. This causes hostility and potential HR issues.
1 vote -
Add more options to BA Pro for tracking department/teams for reporting purposes
Add more options to BA Pro for tracking department/teams for reporting purposes, similar to what is already available in performance reports, department level in both the rows and columns is needed for groupings
1 vote -
Agent-Level Read-Only Real-Time Queue Statistics
Summary:
Request the ability for RingCX agents to view real-time queue statistics without requiring Supervisor or Analytics permissions.Business Need:
Our "Contractor Care" group agents need visibility into their queue activity while they are logged in. Specifically, they need to see:Which agents are currently logged into and available within their queue.
The current number of calls waiting in the queue.
Basic real-time queue status to help manage expectations and improve team coordination.Current Limitation:
Today, this information is only available by granting Supervisor or Analytics access and creating Real-Time Widgets. This requires elevated permissions that also provide access to…1 vote -
The Devices section under Analytics > Rooms & Devices needs to have a tab that shows the current firmware version installed on the device.
Currently, administrators do not have a quick, centralized way to check the firmware versions of their deployed hardware. To improve troubleshooting and device management, the Devices section under Analytics > Rooms & Devices needs to include a dedicated tab or column that shows the current firmware version installed on each device. Adding this visibility would allow admins to easily identify outdated hardware, ensure all systems are running the latest updates, and streamline their fleet management process without having to inspect each device individually.
1 vote -
Preserve SMART ACR Consent Rules Across Call Park & Retrieve
🛑 Problem Statement & Admin Portal Gap
When an automatic call recording rule (SMART ACR) suppresses recording due to two-party consent regulations (e.g., California state law), parking and retrieving the call breaks the consent rule, causing unconsented automatic recording to initiate.🔍 Root Cause & Admin Portal Limitation
Observed Behavior:A call connects to a number in a two-party consent state; SMART ACR correctly disables automatic recording.
The call is placed on a Park Location / Extension.
Upon retrieving the call, the system initiates a new recording session based on default ACR settings, overriding the original SMART ACR suppression.
Admin…
1 vote -
Add "Language Detected" Metric for AI Receptionist in Analytics
While the AI Receptionist seamlessly handles multilingual calls (like Spanish), analytics.ringcentral.com currently lacks a way to report on this data. We need a "Language Detected" metric, column, and filter added to the Analytics portal. Currently, administrators have to manually read transcripts or build dummy routing queues just to track language volume. Exposing this data directly in the analytics dashboard will allow businesses to easily track customer demographics, optimize bilingual staffing decisions, and measure the true usage of the AI's multilingual capabilities.
3 votes -
Account-Wide Extension Call Routing Report
Requesting the ability to generate a comprehensive report that provides call routing details for all extensions within an account. The report should include key routing configurations such as call handling rules, forwarding settings, queue memberships, IVR paths (if applicable), ring order, overflow destinations, and failover routing.
This feature would eliminate the need to manually review each extension’s configuration individually in the Admin Portal. It would significantly improve efficiency for administrators and support teams by enabling faster auditing, troubleshooting, documentation, and validation of call flow setups across the entire account.
3 votes -
Add Support Documentation Link to Info Icon Beside "Smart ACR" Option
Provide admins with direct access to detailed documentation regarding Automatic Call Recording (ACR) compliance and two-party notification by linking the support documentation to the information icon (i) adjacent to the Smart ACR option in the Admin Portal.
Administrators configuring Automatic Call Recording often need clarification regarding two-party notification requirements, legal compliance, and operational behavior. Currently, admins must search external documentation manually to find details on how two-party notification works with Smart ACR, leading to misconfigurations or unnecessary support tickets.
1 vote
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