1029 results found
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Include the Graph Presented in the Dashboard to the Subscription Report
ive created a weekly report from the performance/analytics tab and have created a subscription to be sent out- but would like to include the graphs that are present on the dashboard
for some reason they do not transfer into the downloaded report
1 vote -
Enhanced Performance Report: Incorporating Missed Calls in Call Queue KPIs
We propose integrating missed calls into the Key Performance Indicators (KPIs) of the Performance Report for Call Queues. Currently, the report lacks visibility on missed calls for Call Queue Group Extension, hindering effective analysis of call queue efficiency. By incorporating missed call data into the report, supervisors can gain comprehensive insights into call queue performance, enabling them to address bottlenecks and optimize resource allocation for enhanced customer service. This addition would empower teams to better manage call traffic and improve overall productivity within the call queue environment.
31 votes -
Combine for RingEX and CXone reporting
Hi
Customer is requesting if there is a possibility to combine RingEX and Nice Incontact reporting. As we know, there are some customers that are doing cloud connect from RC to CC. Additionally, there are also instance that the the call is with CC and it will be transferred to REX.
With this, customer needs to generate report from both platform and manually combine those.
We're seeking possibilities if this can be considered.
1 vote -
Persist analytics filters when changing tabs within reports
When changing tabs in QOS analytics reports, you lose your filters. If I pick a site in Overview then want to drill down into its calls by clicking the Calls tab, the filters reset and I have to re-choose the site - for example. This is highly annoying and seems like a waste of time.
1 vote -
Report of disabled users including the number of days the extension was disabled
We would like to be able to run a report that shows a list of disabled user extensions including the number of days they were disabled.
1 vote -
Analytics regarding Text Messaging/SMS
We need an analytics report for SMS messaging
29 votes -
Reports
A customer wants to have reports filter regarding the total number of calls base on the context of scheduling an appointment.
1 vote -
Expanding the date range of Usage frequency
Currently, usage frequency only generates 30 days back from the last date of date range selected.
We're looking forward to have wider date range for usage frequency so customer can run it for 2 months to 6 months range.
1 vote -
Request to Include Abandoned and Forwarded Calls in Performance Report
To improve our call monitoring and reporting, I request that you add both abandoned calls and forwarded calls to the performance report. Since we cannot provide call log or admin portal access to everyone, having these details in the report will help relevant team members track call activity and performance without needing direct system access.
1 vote -
Ability to send text and convert it as phone call
Ability to send text and convert it as phone call
2 votes -
Percentage of callers for longer wait time
Adding percentage of Callers each month for longer than 15 minutes wait to have their call answered in Analytics
1 vote -
Report associating IVR data with transferring agent for post-call surveys
Requesting a feature that would allow us to associate IVR survey data with the agent who transferred the call to the IVR post-call survey. This enhancement would involve including a new field that captures and displays the name of the transferring agent alongside the corresponding IVR survey results.
9 votes -
Break duration in Analytics
We would like an option to include break duration as a measurable status in the RingCentral User Performance Report.
This feature would enhance visibility into agent or user availability, assist in workforce management, and support more accurate time tracking for performance evaluations and operational planning.
1 vote -
Phone System Greeting Timing Adjustment
Hi Team,
I’d like to suggest a small but impactful improvement to our phone system. Currently, after the initial greeting message plays (e.g., “Thank you for calling… Option 1, Option 2…”), there is approximately 10 seconds of silence before the greeting repeats. This long pause might cause some callers to think the call has disconnected or lead to confusion.
To enhance the caller experience, I recommend reducing this silence period to about 2–3 seconds before the greeting plays again. This shorter delay would help keep the interaction more fluid and reassuring for the caller.
Please let me know if this…
1 vote -
A report that shows calls deflected from one queue to another, along with how many of those were answered and how many were abandoned.
I'm looking for a report that shows calls deflected from one queue to another, along with how many of those calls were answered and how many were abandoned. The goal is to identify how many calls originally intended for a specific queue are ultimately handled elsewhere.
1 vote -
A report that shows calls deflected from one queue to another, along with how many of those were answered and how many were abandoned
A report that shows calls deflected from one queue to another, along with how many of those calls were answered and how many were abandoned. The goal is to identify how many calls originally intended for a specific queue are ultimately handled elsewhere.
1 vote -
Detailed Users Performance Report for Call Queue
We need the capability to generate performance reports that incorporate advanced KPIs, specifically:
Available Time
Auxiliary (AUX) Time
Hold Time
Talk Time
These metrics must be tracked at the individual user level within designated Call Queues using the Performance Report tool.
The objective is to enable accurate mapping and analysis of each call, ensuring a consistent and reliable methodology for measuring Available Time, AUX Time, Hold Time, and Talk Time.
1 vote -
Analytics for faxes
You have no analytics for faxing. No way to download how many pages are sent nor by whom.
4 votes -
Report only for users with digital license
Please have the capability to generate a call/performance report in Analytics only for those with digital licenses (RingEX users). Right now, we have to manually select the extensions for separation.
2 votes -
3 votes
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