1305 results found

1. 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 something similar.

   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… more

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2. Ability to generate a report of all user extensions with a Video Pro license that have call forwarding enabled to external phone numbers.

   We request the ability to generate a report of all user extensions with a Video Pro license that have call forwarding enabled to external phone numbers.

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3. Analytics Subscription with Schedule Run History Report

   Andrew requested an email feature same as Schedule Run History Report in Contact Center that shows if there was an error when a subscription report had issues.

   2 votes

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4. Dynamic "Last Full Week (Mon-Sun)" Relative Date Filter for Analytics Report Subscriptions

   Summary
   Introduce a native relative date filter called "Last Full Week (Mon-Sun)" for Analytics reports and automated report subscriptions. This filter would automatically generate reports covering the most recently completed calendar week, eliminating manual date range maintenance and preventing data inconsistencies caused by configuration timestamps.
   Problem Statement
   Current reporting options do not provide a reliable method for automatically delivering complete weekly performance reports.
   Current Limitations
   1. Static Custom Date Ranges
   When users configure a report using a custom date range, the selected dates remain fixed indefinitely. Automated subscriptions continue to send data for the same historical period and do not advance as new weeks pass.
   2. Timestamp-Dependent Relative Filters
   Existing relative date options such as "Last 7 Days to Date" calculate report boundaries based on the exact date and time the subscription was created or modified. As a result:

   Reports may end at a specific hour rather than at the end of the day.
   Weekly reports can contain partial-day data.
   Users may receive less than a full seven days of reporting data.

   1. Data Truncation Issues Reports frequently exclude valid data due to boundary calculations tied to the configuration timestamp. This can result in:

   Missing hours from the final reporting day.
   Incomplete weekly reporting periods.
   Inconsistent metrics between reporting cycles.

   1. Inefficient Administrative Workarounds To obtain a complete Monday-through-Sunday report, administrators must often create or update subscriptions immediately after midnight. This workaround:

   Is operationally impractical.
   Creates dependency on manual intervention.
   Introduces risk from time zone differences between users and backend processing systems.

   roposed Enhancement
   New Relative Date Filter
   Add a predefined date filter option:
   Last Full Week (Mon-Sun)
   This option should be available anywhere Analytics report date ranges are configured, including automated report subscriptions.

   Functional Requirements
   1. Dynamic Weekly Boundary Calculation
   The filter should automatically calculate the most recently completed calendar week based on the account's configured time zone.
   Start Boundary

   Previous Monday
   Time: 12:00:00 AM

   End Boundary

   Previous Sunday
   Time: 11:59:59 PM

   Example
   If a report is generated on Monday, July 6, the reporting period should automatically be:

   Start: Monday, June 29, 12:00:00 AM
   End: Sunday, July 5, 11:59:59 PM

   1. True Rolling Automation The reporting period should automatically advance by one week on each execution without requiring users to:

   Edit the subscription
   Re-save report settings
   Reconfigure date filters

   Each scheduled run should dynamically evaluate the most recently completed full week.

   1. Decouple Configuration Time from Data Selection Report boundaries must be determined exclusively by calendar-week logic and the account time zone. The following must have no impact on the selected reporting period:

   Report creation time
   Report modification time
   Subscription save time
   Scheduled delivery time

   For example, a report scheduled for Monday at 8:00 AM should still return data for the complete prior Monday-Sunday period.

   Expected Business Benefits
   True Report Automation
   Eliminates recurring manual date adjustments and enables reliable week-over-week reporting.
   Improved User Experience
   Removes the requirement for administrators to perform configurations at specific times, such as shortly after midnight.
   Accurate Performance Metrics
   Ensures reports consistently contain complete weekly datasets without truncated or partial-day data.
   Reduced Support Volume
   Addresses a common source of reporting confusion, minimizing support cases related to incomplete reporting periods, time-based filtering behavior, and time zone discrepancies.

   Success Criteria

   A user can select "Last Full Week (Mon-Sun)" when creating an Analytics report subscription.
   Reports always return data from the most recently completed Monday-Sunday period.
   Date boundaries are based on the account's configured time zone.
   Reporting periods automatically advance each week without user intervention.
   Scheduling or editing a report does not alter the underlying reporting window.
   Weekly reports contain complete, non-truncated datasets.

   Priority: High
   Category: Analytics / Reporting Automation
   Business Impact: High – Improves reporting accuracy, user experience, and subscription reliability while reducing ongoing administrative overhead and support escalations.

   Summary
   Introduce a native relative date filter called "Last Full Week (Mon-Sun)" for Analytics reports and automated report subscriptions. This filter would automatically generate reports covering the most recently completed calendar week, eliminating manual date range maintenance and preventing data inconsistencies caused by configuration timestamps.
   Problem Statement
   Current reporting options do not provide a reliable method for automatically delivering complete weekly performance reports.
   Current Limitations
   1. Static Custom Date Ranges
   When users configure a report using a custom date range, the selected dates remain fixed indefinitely. Automated subscriptions continue to send data for the same historical period and do not… more

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5. DND Report

   Is there anyway I can run a DND report on my RC numbers?

   3 votes

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6. 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.

   10 votes

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7. Analytics report should not log spoofed caller ID numbers

   Would like to submit a request to have that changed so the system can recognize an actual call from a user in the system versus a spoofed caller ID in the analytics report.

   Currently, RC Analytics and logs automatically link a call report to an internal user profile based on the displayed caller ID. This occurs even when the call is spoofed from an external source and did not originate from the actual user’s authenticated extension or device.

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8. access meeting reports in analytics without changing roles

   All type of admins (super admin, phone system admin, Etc.) should have access to all analytics reporting without changing roles

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9. Business Analytics Filters

   Add filtering options for certain call types. For example, the ability to only show results for calls that are from call queues under the user dashboard. Currently, you are only able to filter the date and who are the users to be included

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10. previous day analytics reports to be send to the next day

    there should be an option to send analytics reports from previous day to be send out to the following day to all users email

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11. RingEX Analytics Report for Call Transfers Between Queues

    Request to enhance RingEX Analytics to include reporting capabilities for calls transferred from one call queue to another. Currently, there is no visibility in Analytics to identify or track inter-queue transfers, making it difficult to determine call flow paths (e.g., Reception queue to secondary queues). This feature would improve reporting accuracy and provide better insights into call routing, queue performance, and customer experience by clearly identifying transferred queue-to-queue call activity.

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12. add all the KPI options to the table builder like total handle time and avg handle time

    add all the KPI options to the table builder like total handle time and avg handle time

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13. Showing 0:00:00 for Forwarded/Queue Answered Calls

    We would like to submit a feature request regarding call logs displaying a duration of 0:00:00, especially in cases where the call is actually answered via a forwarding number or extension.

    Instead of showing 0:00:00, it would be more helpful if the system reflected the actual call duration once the call has been routed and answered by the destination device or forwarding endpoint.

    This issue is more noticeable when filtering by a specific call queue, where some answered calls appear as 0:00:00, which can cause confusion. However, when searching by the called number, detailed records show the correct call duration, indicating that the data exists but is not consistently displayed across different views.

    We would like to submit a feature request regarding call logs displaying a duration of 0:00:00, especially in cases where the call is actually answered via a forwarding number or extension.

    Instead of showing 0:00:00, it would be more helpful if the system reflected the actual call duration once the call has been routed and answered by the destination device or forwarding endpoint.

    This issue is more noticeable when filtering by a specific call queue, where some answered calls appear as 0:00:00, which can cause confusion. However, when searching by the called number, detailed records show the correct call duration,… more

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14. Add average handle time to business analytics' table section for users dashboard

    Add average handle time to business analytics' table section for users dashboard

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15. Add Job Title & Department as columns to Agent Details Dashboard Widget

    Please include in the Job Title, and or Department user fields as column options in the Agent Details Widget of the Live Reports Dashboard.

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16. 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.

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17. 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

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18. 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.

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19. 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.

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20. 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.

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