1261 results found

1. Allow Import/Export of Analytics Live Reports Dashboards or Assign View Permission Per Dashboard.

   In the Live Reports interface, I can create a Public dashboard for anyone to view, or a private dashboard for only me. When creating the dashboards, I know exactly which queues to include, which sites, users, etc. The person who needs to view these dashboards would struggle to create it; and I don't want them having to sift through a list of 100+ public dashboards to find the one I'd created for them.I should be able to craft a private dashboard, export that dashboard to a file and send it to who needs it. They could then import that dashboard to view. Alternatively -- allow the ability to create a private dashboard, and allow granular view permissions to be applied from within the dashboard settings.

   In the Live Reports interface, I can create a Public dashboard for anyone to view, or a private dashboard for only me. When creating the dashboards, I know exactly which queues to include, which sites, users, etc. The person who needs to view these dashboards would struggle to create it; and I don't want them having to sift through a list of 100+ public dashboards to find the one I'd created for them.I should be able to craft a private dashboard, export that dashboard to a file and send it to who needs it. They could then import that dashboard… more

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2. in analytics.ringcentral.com/performance-report/default/call-details a call queue can be selected and the member of the queue who answer...

   ...ed the call is displayed, if you download the report in csv form it only shows the queue and not who answered it, can another column be added to the downloaded csv to show who in the queue answers the call?. If the downloaded report from the performance report could have a column added showing who answered the call from the queue it would capture the same infomation as the analyticws performance report

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3. CALL LOGS: INTERNATIONAL CALLING VISIBILITY

   Please add additional filter / tickbox in PORTAL's CALL LOGS > DETAILED for LOCAL and INTERNATIONAL calls aside from just inbound and outbound - so they can sort outgoing international and determine the total minutes consumed for their reporting to upper management.

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4. Call detail export for the LOB Analytics

   We want to see the call detail for the LOB analytics and it is difficult to filter through call logs to determine which calls were part of the LOB Analytic we are looking at.

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5. Can you add avg. handle time and avg. speed of answer to LOB Analytics?

   I currently use Performance Reports, but I heard that it was being phased out soon and LOB Analytics will take its place. This would be helpful for me so that I don't have to use both PR and LOB reports to build my weekly report to management.

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6. LOB ANALYTICS WITH ONE TOUCH ACCESS TO ALL KPI'S

   The new LOB for KPI's is very confusing and not very user friendly . The previous format was much easier to follow. I suggest reverting back to the old format or a similar map of the workflow.

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7. Allow custom work week in LOB Analytics

   I have a retail customer whose work week is Sunday to Saturday and wants a weekly report to reflect this. Last 7 days to date only works if you manually do it on the day in question, they need a report subscription that allows a weekly report Sunday to Saturday

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8. Automatic Quarterly Export of Analytics

   The Analytics system seems to lose all data beyond just a few months (2? 3? ). This makes it truly difficult and a huge loss of valuable information to any customer who wants to look at that data and compare it year over year. An automated export of the month, or quarterly totals of calls, minutes and other KPIs should be there, saved to perhaps the Billing tab of the service portal for easy download, or somewhere similar in that portal. We've been a Ring customer for 2 years, and now I cannot tell our Board how much Ring has changed over time for us, because I cannot get any historical data. I did not know it was all being lost after a couple of months! Other services we have, such as our website analytics, we can go back years at a time for comparisons and happily look at the increasing activity and trends.

   The Analytics system seems to lose all data beyond just a few months (2? 3? ). This makes it truly difficult and a huge loss of valuable information to any customer who wants to look at that data and compare it year over year. An automated export of the month, or quarterly totals of calls, minutes and other KPIs should be there, saved to perhaps the Billing tab of the service portal for easy download, or somewhere similar in that portal. We've been a Ring customer for 2 years, and now I cannot tell our Board how much Ring has… more

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9. To have an option to delete calls from the performance reports

   To have an option to delete calls from the performance reports as if they will be deleted from the call logs, it takes time for them to disappear from the Analytics side (PR).

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10. Add Column for reports to view voicemail box Listened vs Un-listened

    Being able to add a column to view quantity of voicemails Similar to on the "users with extensions" List on the admin portal.

    3 votes

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11. Annual analytics report

    Annual analytics report

    2 votes

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12. Talk time and hold time available in the live reports.

    This will help account owners in checking how long the users put the caller on hold during the interaction.

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13. Nice in Contact Call Analytics

    Submitted in the Contact us interface in the Nice in Contact interface as well...I'm looking to submit a feature request. Basically, when we have agents working from home, we currently don't have a way to determine if the agent drops a call or rejects a call due to the way they interact with the system, or poor network connectivity, etc. We would like the following (options of 3 tools to accomplish the task at hand)

    1. Some sort of identifier in reporting that tells of a disconnect vs. rejection from agent, etc.

    2. Some way to link Nice in Contact to the Ring Central Office product so calls show in the analytics reporting there (probably most user friendly in one place)

    3. A stand alone analytics package to show call quality similar in the fashion of Ring Central Office (vs. a pure MOS score that is more limited).

    Submitted in the Contact us interface in the Nice in Contact interface as well...I'm looking to submit a feature request. Basically, when we have agents working from home, we currently don't have a way to determine if the agent drops a call or rejects a call due to the way they interact with the system, or poor network connectivity, etc. We would like the following (options of 3 tools to accomplish the task at hand)

    1. Some sort of identifier in reporting that tells of a disconnect vs. rejection from agent, etc.

    2. Some way to link Nice in Contact to the… more

    23 votes

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14. It would be nice to be able to clone/copy alerts to make these easier to set up

    I tyhiunk we save system managers time in setting the system up

    1 vote

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15. Ability for queue managers to see incoming call in Live reporting

    The ability for queue managers to see who is calling while the call is in progress from live reporting. Attached is a queue dashboard where there is a "waiting" call but there is no option to see the number of the waiting caller.

    3 votes

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16. Default Abandon Rate KPI

    It would be nice if by default there was an abandon rate KPI, rather than having to create one in LOB KPI Building. This way we can easily troubleshoot which employees have a higher than normal abandon rate. This should be useful right off the bat to everyone.

    4 votes

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17. ADD CURRENT ACTIVE CALL LENGHT TIMER IN LIVE REPORTS

    Cust needs to see the active call's timer so they can see the real time call lenght of the current call for any given agent in a queue.

    7 votes

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18. Add KPI for "Not connected" call length - Performance reports

    We are needing a KPI in performance reports that show the total time spent on "not connected" calls. This is for when the sales user is calling but the customer does not answer - this time needs to be allocated towards their total time spent on calls and not justhandles time which is calculating connected calls length time only.

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19. Add Handle Time and Answered to Outbound KPI

    Hi, we're looking to submit feature requests for the following:KPI column for Outbound: Handle timeIt seems like it's only tracking inbound handle time per call currently.Add #Answered to the Outbound column on performance reports.Its only available for inbound calls currently.

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20. Fix your call reports

    To work

    1 vote

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