1261 results found
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Abandoned Call Definition is misleading
The current definition of Abandoned calls in a call queue is: Count of all queue calls that were not answered by a user (includes VM)
Expected definition is: Count of all queue calls that were ended by the caller.
Suggest changing this definition as it can be extremely confusing for at a glance analysis.
Calls that get routed to a voicemail should not be counted as abandoned. Likewise, calls routed to another call queue via the wait time timeout or max calls in queue threshold should not be counted as abandoned. Those calls should be counted as "transferred out" or…
5 votes -
Allow regular users to view queues in Business Analytics
Allow regular users to view Call Queues in Business Analytics without granting them manager or admin permissions to the queues or changing their user role to super admin.
1 vote -
Retrieve Report from the system was established up to the current date
Retrieve Report from the Contact Center was established up to the current date
1 vote -
Call Logs Not Displaying when Limitted to a Site Call Logs
We would like to have the ability to view all calls related to a specific site, based on the access permissions granted to our users.
For example, if a user's role is restricted to viewing call logs for a particular site, then when they log into their portal and access the call logs, all relevant calls for that site should automatically populate—without requiring them to manually filter by site members, extensions, or call queues.
9 votes -
Need to be able to toggle between light and dark mode
The ability to toggle between light and dark would be helpful especially during different times of the day.
1 vote -
video meeting
Detailed information for video meetings in Analytics such as the Total Talk Time per User during that meeting, and a detailed view of how long each meeting lasted, how long the agent talk the meeting ID the Start and End Time.
1 vote -
park location timeout
Give super admin the ability to choose the park location timeout.
Currently its set by default to 5 mins before it rings back to the extension that put the call in park. The only way to change it is to call and/or put in a ticket and the technical support rep is able to change it.1 vote -
Add emails when opening cases
When submitting a case, allow users to add additional emails that should be copied on the case when it's created.
1 vote -
Manager with lower priority in the queue
To have a way to set up a Manager with a lower priority in the RingEX Call Queue.
1 vote -
Business Analytics Widget to have an identifier per call session.
When we export the Call Log Widget, it takes and makes a line for any of the call log entries that you can expand and it makes it look like multiple calls even though that's just the call flow for one call.
1 vote -
Option to stop email notification to user whenever I make changes in admin portal such as when I add them in the automatic call recoding.
Option to stop email notification to user whenever I make changes in admin portal such as when I add them in the automatic call recoding.
4 votes -
Call should not be detected as missed if it was answered elsewhere
Call should not be detected as missed if it was answered elsewhere
67 votesWe have this problem in performance reports, but this is no more a problem in Business Analytics since Jan 2026.
In Business Analytics, we have a separate Call Result for Abandoned, Missed with VoiceMail, Missed without Voicemail, and Answered Elsewhere (for simultaneous ringing) w.r.t user dimension.
We have a BA dictionary explaining this -https://support.ringcentral.com/article-v2/Business-Analytics-data-dictionary.html?brand=RingCentral&product=RingEX&language=en_US
and soon in a couple of weeks we will publish a detailed knowledge base article on how to check metrics in business analytics and filter "answered elsewhere" calls.
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Live Report should show amount of time since last call.
I'd like to look at a report that shows me agent1's last call was 10 seconds ago and agent2's last call was 15 minutes ago. Time between calls would be very helpful!
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.
1 vote -
Make Analytic reporting downloadable.
It would be helpful to make the Live Reports, and other Analytic Reports and Dashboard data downloadable.
2 votes -
Ability to report on Whisper/Barge support
We would like to be able to create historical reporting on how many times an agent has required support via whisper or barge.
1 vote -
keyword search on call history
Option to enter a keyword to search the call log and bring up the call transcript.
1 vote -
ACW/Wrap up timer not showing in Live Reports
Live Reports ACW/Wrap up timer not showing
For the wrap up response, there is no sub-status or timer on Live Reports when a specialist is in wrap up. Unavailable is the only status we see - nothing to specifically indicate wrap up.
1 vote -
Performance reports graph for call queues shows inaccurate data
We need to have an accurate graph representation in the Performance Report for call queues.
We were told that the data aggregation for the queues tab temporarily failed to process the graph properly. When this fails, it is usually due to a temporary synchronization lag between the raw call logs and the analytics engine.
1 vote -
Ability to export a report mapping Users to their configured Outbound Caller ID numbers
As an Account Administrator,
We want to pull or export a comprehensive report from the RingEX Admin Portal / Analytics Portal that lists all Users alongside their actively configured Outbound Caller ID numbers,
So that I can easily audit, verify, and manage company phone number presentation across the organization without having to manually check each user profile individually.
Current Limitation / Problem Statement:
Currently, there is no centralized, exportable report that displays what a user’s current outbound caller ID configuration is set to. While the Analytics Portal shows historical call logs (which numbers were used for a call), it does…1 vote
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