1350 results found
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Site level audit trail
The Problem:
Site Admins cannot view the Audit Trail unless their role domain is changed to Company scope. Setting them to Company scope gives them access to audit logs across all company sites, creating a privacy and security issue.
Requested Feature:
Allow users with site-level roles (e.g., Sites: City Hall) to access the Audit Trail, but filter the log entries so they only see activity and changes for their assigned site.
1 vote -
Performance Reports Queues Custom Columns
Analytics to include columns "# Transfer" and "% Transferred" as well additional column(s) for when calls transferred from one queue to another
1 vote -
The call log reports should show names for the toll-free numbers we created
We need call log reports to show the names we set for each toll free numbers
1 vote -
Add global administrator control to disable "Invite to RingCentral" for all users
Problem: Administrators currently can't remove or hide the "Invite to RingCentral" option within the application for any / all users in an account.
Impact: This lack of control makes it hard for organizations to manage external invitations and enforce strict communication policies. And to only have Ring Central in house.
Requested Solution: Please add a global administrator setting in the admin portal to completely hide or disable the "Invite to RingCentral" capability for all users across the entire account.
1 vote -
Filter for calls abandoned after IVR but before queue selection
Calls that can be filtered by "Abandoned" must have been waiting in a queue. No filter option or report record of inbound calls Answered/IVR but abandoned prior to queue selection.
There is a discrepancy between reports pulls from Company Numbers and Business Analytics because Business Analytics does not record calls that are Answered/IVR
1 vote -
Enable Multi-Call Queue Reporting, Saved Reports, and Scheduled Subscriptions
Currently, RingCentral administrators have limited reporting options when analyzing call queue performance and membership across multiple queues. Additionally, reports within Adoption & Usage analytics cannot be saved for future use or automatically delivered on a recurring schedule.
It would be valuable to enhance reporting capabilities by allowing administrators to:
Generate a single report across multiple call queues and their associated members.
View queue membership, call activity, user participation, and usage metrics in one consolidated report.
Filter reports by multiple call queues, sites, departments, or users.
Save customized report configurations, including selected queues, members, filters, columns, and date ranges.
Create report…
1 vote -
Save and Subscribe to Adoption & Usage Reports
Currently, the Adoption & Usage reports in RingCentral Analytics must be manually configured and generated each time they are needed. This creates additional administrative effort, especially for recurring audits and operational reporting.
It would be beneficial to add the ability to:
Save customized Adoption & Usage report configurations, including filters, date ranges, user selections, and report criteria.
Create report subscriptions that automatically generate and deliver reports on a scheduled basis (daily, weekly, monthly, quarterly, or custom intervals).
Send reports via email to designated recipients or distribution lists.
Allow administrators to manage, edit, pause, or delete saved report subscriptions.
Support report…
1 vote -
Ability to pull email address from the digital channel for reporting
We need a report that will allow us to report off of the email addresses. Specifically, the email domain so we can better understand which clients are emailing.
1 vote -
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…4 votes -
Reporting Capabilities | Generate a year-to-date and hour-by-hour breakdown |
The customer is requesting an enhancement to reporting capabilities that would allow them to generate a year-to-date, hour-by-hour breakdown of inbound external call volume, including the following metrics:
Answered calls
Abandoned calls
Missed callsThis level of detailed reporting is required for workforce and manpower planning purposes, as the current reporting options do not provide a consolidated view with this level of granularity.
The customer has indicated that having a single report or dashboard with YTD hourly call distribution and outcomes would significantly improve their operational planning and staffing efficiency.
3 votes -
KPI for calls transferred externally
We need a report or KPI that shows the number of calls that are being transferred externally as a result of hold time or because they chose an option that transfers to an external number
2 votes -
Quality of Service Calls - Search By Number
The ability to filter Quality of Service Calls by ANI or DNIS. Currently, we can only filter by Name or Extension. The ability to filter that section by an external number would make it easier for customers to find a specific call and review QOS, Device, Site, and other factors related to the call. Currently, QOS in Analytics is the only location to view certain topics related to calls, such as device and site. So being able to better filter the list of calls would speed up customers' ability to use QOS effectively.
9 votes -
session id
I have been informed that Business Analytics is replacing Performance Reports. Call logs are available in Business Analytics but they do not include the session id of a call like Performance Reports do. Please include session IDs in the call logs of Business Analytics.
Session IDs help me group calls together but those are also valuable pieces of information that I can provide to Support when I have to submit a support case.
11 votes -
QoS for VIDEO is no longer drilling down correctly
Within the Analytics Portal, you can't drill down to filter 'bad' video meetings anymore like you can with phone calls.
The Problem
When you're in the Quality of Service (QoS) overview section and select Video, you see the quality monitor ring chart. If you click on a red segment of this chart, you expect it to filter the list of video meetings to show only the ones with poor quality. This function works for phone calls but not for video meetings. It used to work for video meetings, too.Steps to Reproduce
Log in to the Analytics Portal as an…17 votes -
Reports
The Overview widget is currently displaying a limited number of items (top 100 only). As a result, it takes a significant amount of time for users to review and compare the performance and quality scores (Average/Good/Bad) of their sites.
The end goal is the information from the widget, would like to increase the amount of items to at least 500 or alternative way to pull that same information entirely.
4 votes -
Business Analytics call recordings won't play
Business Analytics shows only recorded calls, yet there are no call recordings in the call logs. The downloaded file won't play or show as an error. It should be corrected, and the call-recording wording should be removed if there are no recorded calls at all.
1 vote -
Send notification when license or number inventory drop below a threshold.
We use MS 365 to automatically add new users to our RC account. It has failed when our license or number inventory runs out. This is bad for us and for RingCentral as it causes friction in the workflows. Similar to a balance for international calling drops below a threshold, I'd like a notification when my license or number inventory drop below a threshold.
1 vote -
Need AI Notes not being tracked
We notice that the Audi trail will not track if the AI Notes are enabled. THanks
2 votes -
Add call Monitor reporting to Analytics so we can see who is montoring agents.
Add call Monitor reporting to Analytics. We would like to see who is monitoring agents and when they conduct the monitoring.
1 vote -
Combined Analytics Report for Video and Calls
We're looking for a combined average handling time report of voice calls and video calls.
1 vote
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