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1063 results found

  1. Wait Settings under Call Queue KPI

    Customer would like to have the KPI for the calls being transferred to Wait settings " hen maximum wait time is reached, send caller to" to check the result

    1 vote
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  2. Create Custom KPI's in the Analytics

    Ability to create custom KPIs in the reporting/analytics module

    1 vote
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  3. Reporting that captures metrics displayed for the days of the week on one report

    The ability to display a metric like Service level for each day of the week in one week periods or rolling 7 days. X axis would be day of the week (Sun-Sat) and Y would be service level. This reporting should also be duplicated in Historical Reports.

    1 vote
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  4. Analytics alert when the number of calls exceed threshold

    looking at the Alerts section in the Analytics portion of the portal to configuring an alert
    when a specific call threshold is exceeded

    we need to be able to configure email alerts that get triggered when the number of calls in x minutes exceed a specific threshold, for instance during a potential voice-based attack, you could be getting 10-15 calls in 2 minutes on a specific number or extension.

    8 votes
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  5. substitute caller id

    The customer is requesting the ability to view Substitute Caller ID information within the reporting tools.

    Currently, there is no available report that displays which Substitute Caller ID was used for outbound calls. This information is valuable for administrators and supervisors who need visibility into how calls are being presented to external recipients, especially in environments where multiple caller IDs are used for different departments or locations.

    Adding a field in the reports to reflect the Substitute Caller ID used would improve transparency, support compliance needs, and assist in troubleshooting or auditing call activity more effectively.

    1 vote
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  6. RingEX platform - Agent status is unavailable when signed out

    I've had confirmation from a support representative today that when a user logs out of RingEX their availability status doesn't change. As a result, we have odd live reports where people who are out of the office are 'available' within live reports when they are not physically available.

    This is confusing for users monitoring live reports, there are ways around this as suggested below:
    1. The user's defined business hours need to be changed to contrast with the Call Queue's business hours. Being unavailable outside of the user's business hours.
    2. The user's Member and/or Queue Status within the Call…

    2 votes
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  7. Custom Role

    create a role where user can see only selected extensions for call logs

    2 votes
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  8. inbound blocked/SPAM calls need to be counted seperatly from actual missed calls

    We need a report to separate inbound blocked calls / SPAM from actual missed calls.
    Right now analytics gives us a total of all missed calls including blocked/SPAM and this can affect our performance data.

    2 votes
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  9. 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.

    33 votes
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  10. Can we have a 'Run Now' button for any reports rather than having to wait for the next scheduled time?

    Can we have a 'Run Now' button for any reports rather than having to wait for the next scheduled time?

    1 vote
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  11. Can we have a 'Run Now' button for any reports rather than having to wait for the next scheduled tim?

    Can we have a 'Run Now' button for any reports rather than having to wait for the next scheduled time?

    1 vote
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  12. Outbound and inbound call summary on the RingCentral app

    We want the RingCentral app to have a feature for outbound and inbound call summaries for users

    1 vote
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  13. List of Users Created For More than 1 Year

    To have a reporting tool or list of the users created for more than a year ago. Show the additional users information.
    Related FR: https://ideas.ringcentral.com/forums/958493-phone-messaging/suggestions/48748538-user-extension-and-device-report

    3 votes
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  14. PCC Charges

    It would be best if the Calling Credit Package charges indicate if it is due to SMS, Toll Free minutes or international overage charge.

    1 vote
    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  15. Call queue availability even I am signed out to all platform.

    My extension still shows available in a call queue even though I forced logged out and I am not logged in to any RingCentral applications anymore.

    I don't think it make sense that you would still be available if you are already logged out to all platforms. Kindly have that feature where if you are logged out to everything you should automatically be considered as unavailable, instead of just the DND feature.

    1 vote
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  16. Request to Improve Readability of Digital Chat Transcripts

    When reviewing digital interactions between users and our support agents, the current presentation format poses a significant challenge. The transcript lacks clarity and structure, making it extremely difficult to follow the conversation thread.

    To ensure transparency and efficient troubleshooting, it's critical that chats are displayed in a clean, user-friendly format. Specifically, each message should clearly include:

    Username

    Timestamp

    Message content

    The current layout is neither intuitive nor practical for support review. Even with the 'pretty print' browser option, the output remains cumbersome and largely ineffective.

    Improving this format would greatly enhance readability, reduce miscommunication, and streamline both user and internal…

    1 vote
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  17. Call Log Export Scheduling Options

    RingCentral should offer the ability to schedule automated exports of call log reports at flexible intervals, including every 15 minutes, rather than being limited to hourly or daily schedules.

    1 vote
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  18. For the Company Number would like to include Outbound numbers on the report

    Would like to include the outbound calls so can have more complete information about how company numbers are getting calls both inbound and outbound.

    2 votes
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  19. All extension overview

    We hope that RingCentral will consider adding a feature similar to our previous service's "All Extension Overview." This feature allows users to input an extension number and quickly determine whether it is associated with an IVR, call queue, message-only line, or user extension. Currently, in RingCentral, users need to search through each category individually to verify the existence of an extension.

    2 votes
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  20. Allow date and time range on reports to be over a period of time that spans over 2 days

    Have the ability to select time ranges that span over midnight. For example, I want to set my range from 5/7/25 @ 6am to 5/8/25 @ 5:59am. In my operation, those are my business hours.

    1 vote
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