1350 results found

1. Expanded Business Analytics Access for Call Queue Managers

   Description:
   Allow managers to access Business Analytics reports for users or call queues outside their assigned queue without requiring Super Admin privileges.

   Current Limitation:
   Only Super Admins have full visibility across all users. Managers are limited to the users within their assigned call queues.

   Requested Enhancement:
   Add more granular Business Analytics permissions so admins can grant managers broader or specific reporting access without giving them full Super Admin access.

   Benefit:
   This would allow managers to monitor multiple teams or queues while maintaining appropriate security and role-based access controls.

   2 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

2. Option to Hide the AI Receptionist Tab and Disable Promotional Notifications

   Allow Admins to Hide the AI Receptionist Tab and Disable Promotional Notifications When the Feature Is Not Enabled

   Description:

   Customers have reported that the AI Receptionist tab in the RingCentral application displays promotional prompts and sample notifications encouraging users to purchase or enable AI Receptionist, even when the feature is not enabled.

   These notifications can be disruptive and may be mistaken for actual missed calls or voicemail notifications, causing confusion for users.

   Customer Impact:

   Users receive unnecessary promotional prompts for a feature they are not currently using.
   Sample notifications may be mistaken for actual missed calls or voicemails.
   The persistent presence of the AI Receptionist tab and its prompts can disrupt the user experience.
   Requested Enhancement:

   We request the following improvements:

   Provide an option for administrators to hide or remove the AI Receptionist tab from the RingCentral application when the feature is not enabled.
   Allow administrators or users to disable promotional notifications and sample alerts related to AI Receptionist.
   Ensure that notifications for features that are not enabled do not resemble actual missed calls or voicemail alerts.
   Business Justification:

   Providing greater control over promotional notifications and application tabs would reduce user confusion, minimize unnecessary distractions, and improve the overall RingCentral application experience.

   Expected Outcome:

   Users should only receive relevant notifications for enabled services, with an option to hide promotional feature tabs that are not applicable to their organization.

   Allow Admins to Hide the AI Receptionist Tab and Disable Promotional Notifications When the Feature Is Not Enabled

   Description:

   Customers have reported that the AI Receptionist tab in the RingCentral application displays promotional prompts and sample notifications encouraging users to purchase or enable AI Receptionist, even when the feature is not enabled.

   These notifications can be disruptive and may be mistaken for actual missed calls or voicemail notifications, causing confusion for users.

   Customer Impact:

   Users receive unnecessary promotional prompts for a feature they are not currently using.
   Sample notifications may be mistaken for actual missed calls or voicemails.
   The persistent… more

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Subscriptions  ·  Edit…  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

3. Specification of Unavailable Agents

   I'd like to have specification of the reason why an agent is an unavailable. Rather than just showing "Unavailable". It would really help us to understand why they are unavailable and cannot take calls.

   For example:
   Ext101 - Unavailable - on DND.
   Ext101 - Unavailable - on CustomRule.
   Ext101 - Unavailable - on OOO.
   Ext101 - Unavailable - on WorkhoursMismatch.

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Live Reports  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

4. Business Analytic Subscription reports > Generate Now button

   For scheduled reports that are set to send to multiple recipients at a set time of the day/week, it is possible to add a button under Analytics & Logs > Analytics > Performance reports > Subscriptions to generate and send the report immediately.

   2 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Adoption & Usage  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

5. PDF for reports

   When downloading reports in business analytics or performance reports, can we have an option to have PDF download, bot just Excel. For Some a PDF is easier to read than an excel file. The PDF would take a snapshot of what we are already looking at when we pull the reports in business analytics or performance reports

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Other  ·  Edit…  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

6. Include Conference Call Talk Time and Call Segment in Business Analytics

   Summary: Business Analytics currently does not display the actual conference call talk time or call segment for users who host conference calls, even though the conference call details and durations are correctly displayed in the Call Log.

   For example, a user hosted an outbound conference call lasting approximately 1 hour and 20 minutes. The Call Log correctly displays the three conference call legs with their corresponding durations; however, the conference talk time is not reflected in Outbound Sum or Live Talk (Call Segment) in Business Analytics. This results in a discrepancy between the Call Log and Business Analytics reporting.

   Requested Enhancement: Enhance Business Analytics to include conference call talk time and call segments in user metrics, or provide a dedicated conference call metric/report so that Business Analytics accurately reflects user activity and aligns with Call Log data.

   Business Impact: Organizations that rely on Business Analytics for productivity and performance reporting receive incomplete metrics for users who regularly host conference calls. This creates inconsistencies between Business Analytics and the Call Log, making it difficult to accurately measure user activity and reconcile reports.

   Summary: Business Analytics currently does not display the actual conference call talk time or call segment for users who host conference calls, even though the conference call details and durations are correctly displayed in the Call Log.

   For example, a user hosted an outbound conference call lasting approximately 1 hour and 20 minutes. The Call Log correctly displays the three conference call legs with their corresponding durations; however, the conference talk time is not reflected in Outbound Sum or Live Talk (Call Segment) in Business Analytics. This results in a discrepancy between the Call Log and Business Analytics reporting.

   Requested… more

   2 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  LOB  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

7. RingCentral Desktop app needs to reflect user activity in the admin portal

   The Desktop app does not show any user activity in the admin portal like the phone app does. I was advised by support this is a feature and not a bug. As an admin, I can no longer see if a user is signed in or if their authorized device is accurate. Removing this functionality from admins was very short-sighted and not appropriately communicated. This functionality needs to be restored.

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Adoption & Usage  ·  Edit…  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

8. State Initiation

   I have been unable to find in analytics reporting that you can determine whether an agent’s state was:
   • Selected by the agent
   • Triggered by a supervisor
   • Triggered automatically by the system
   Having reporting fields that identifies who or what initiated an agent state could provide several operations benefits:
   • Troubleshooting: Quickly determine whether an unavailable state was selected by the agent, applied by a supervisor, or triggered automatically by the system. This reduces time spent investigating discrepancies.
   • Audit & Compliance: Creates a clear audit trail showing the source of state changes, which can be valuable when reviewing attendance, adherence, or operational issues.
   • Coaching & Training: Helps leaders identify whether agents are manually selecting the correct states or whether system-driven events are impacting productivity.

   I have been unable to find in analytics reporting that you can determine whether an agent’s state was:
   • Selected by the agent
   • Triggered by a supervisor
   • Triggered automatically by the system
   Having reporting fields that identifies who or what initiated an agent state could provide several operations benefits:
   • Troubleshooting: Quickly determine whether an unavailable state was selected by the agent, applied by a supervisor, or triggered automatically by the system. This reduces time spent investigating discrepancies.
   • Audit & Compliance: Creates a clear audit trail showing the source of state changes, which can be valuable when… more

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Live Reports  ·  Edit…  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

9. Can you please add the feature of sorting the length of the calls with duration under Call Log?
   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Live Reports  ·  Edit…  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

10. Display a Complete List of Account Products and Services in the RingCentral Admin Portal

    Customer Request:
    Customer would like a centralized view in the RingCentral web portal/dashboard where they can see a complete list of all RingCentral products and services included in their account or subscription.

    Current Limitation:
    There does not appear to be a clear, centralized location in the web portal or billing area where customers can easily view all products and services associated with their account.

    Requested Enhancement:
    Add an Account Products & Services section within the RingCentral web portal or Admin Portal that displays all products, services, and subscriptions associated with the account.

    The section could include:

    •Product/service name
    •Subscription or plan
    •Quantity/licenses
    •Associated users or extensions, where applicable
    •Current status
    •Billing/subscription information, where applicable

    Business Impact:
    A centralized overview would make it easier for administrators to understand what services are currently included in their account without having to navigate through multiple areas or contact Support. This would also improve account visibility and simplify subscription management.

    Customer Request:
    Customer would like a centralized view in the RingCentral web portal/dashboard where they can see a complete list of all RingCentral products and services included in their account or subscription.

    Current Limitation:
    There does not appear to be a clear, centralized location in the web portal or billing area where customers can easily view all products and services associated with their account.

    Requested Enhancement:
    Add an Account Products & Services section within the RingCentral web portal or Admin Portal that displays all products, services, and subscriptions associated with the account.

    The section could include:

    •Product/service name
    •Subscription or… more

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Accessibility  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

11. Hi, Could we have an option to download the Business Analytics reports in a pdf and excel format the same as the Performance reports?

    Hi, Could we have the option to download the business analytics reports in both a pdf and excel format the same as the performance reports? Currently there's only an excel option.

    19 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

12. Call screening reporting

    A reporting function that can determine whether an outbound (or inbound) call was answered or declined specifically through the One UI/iOS Call Screening features available on the newest devices.

    We would like to see out of all the calls that have this feature enabled, the percentage of customers who answered vs declined vs pushed to traditional voicemail.

    Currently we can only use the trackers on ACE to give us an approximate data percentage of these calls, based on tracking the wording used by the Call Screening device.

    2 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Adoption & Usage  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

13. choose who can see live reports

    Be able to designate who can see a live report dashboard the same way you can choose who can see a created dashboard is Business analytics.
    Currently the privacy settings are [Public] and [Private]. In business analytics there's a third option [Shared] which then allows you to choose the designated agent/users.

    •  

    2 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  1 comment  ·  Live Reports  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

14. 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. 120) is the head of Jonathan Maestro (Ext. 128).

    Samin should be able to:
    • View Jonathan’s analytics only
    • View Jonathan’s call logs only

    This would improve role-based access control and ensure managers can monitor their direct reports without accessing other users’ data.

    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.… more

    6 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  1 comment  ·  Accessibility  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

15. Answer % for Outbound call - Anlaytics

    There is currently no “answered call percentage” metric for outbound calls. All outbound calls are treated as connected once placed, which does not reflect whether the call was actually answered.

    Gap
    This limits visibility into true customer engagement and outbound performance.

    Proposed Solution
    Introduce an Outbound Answered Call Percentage metric:

    Definition:
    Answered outbound calls ÷ total outbound call attempts × 100

    Requirements

    Differentiate between answered, voicemail, and unanswered calls
    Include in reporting and dashboards
    Align definition clearly with existing inbound metrics

    Value
    Provides more accurate insights into outbound effectiveness and agent performance.

    3 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  1 comment  ·  Other  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

16. Performance report folders

    Add the ability to make folders to organize performance reports that have been saved.

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Adoption & Usage  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

17. Customer Visibility and Alerting of "Daily/Monthly Call & SMS Limit"

    Genpact India Private Limited experienced outbound calling failures on a new Sub Account due to reaching the "Daily Call & SMS Limit" within SCP. Tier 3 resolved this issue by increasing the limit. However, the customer is requesting a mechanism to monitor their usage against the limit or a proactive alerting system to inform them when they are approaching or have exceeded this limit.

    Historically, RC has not provided customers with insight into this limit as it serves as an anti-fraud mechanism. Nevertheless, due to the impact on the customer's operations, they are requesting an escalation of this inquiry.

    19 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Alerts  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

18. Performance report showing monitored calls by user

    Performance report showing monitored calls by user - should be listed as a KPI

    5 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  1 comment  ·  Live Reports  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

19. Live Talk Time

    In Live reports It would be great to see the live talk time while an agent is on the call and have update every second.

    5 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  1 comment  ·  Live Reports  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

20. Super Admin can access Call Logs on the RingCentral Phone App

    Accessibility for Call logs on to all users for Super Admin in RingCentral Phone App

    3 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  1 comment  ·  Accessibility  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating