1098 results found
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Would like to know how they can check how accurate the call quality metrics
The customer doesn't have any QoS issue, but they would like to know how they can check how accurate the call quality metrics are.
1 vote -
More access to recordings
It would be nice if you could add the phone recordings in the analytic report where I can see the track a call took. Right now if I am on that report and see an issue with a call flow, I have to write down that call day/time, go to another reporting function and find that call to listen to it. Where if you had it on that original report I could just listen to it.
1 vote -
Ability to search calls using call ID/call information in Business Analytics
Would like to have an option in Business Analytics to be able to search call information using call ID or telephony ID without downloading the reports and manually searching through the report. It would be best to have the option to search call information on the Business Analytics page.
5 votes -
Three-way calling on analytics in one thread instead of showing that the call was been registered as a multiple call or called individually.
Three-way calling on analytics in one thread instead of showing that the call was been registered as a multiple call or called individually. It seems that for conference or 3-way call on the reports, it shows that the numbers were called separately instead on a single thread or on a single flow. This feature must be implemented for a more detailed view.
2 votes -
Performance reports KPI - Add Call Result for Outbound Calls (Connected or Voicemail Etc..)
This KPI would separate outbound call outcomes into two key categories, providing a clearer picture of agent and campaign performance.
1 vote -
Log On/Off from Queues
Any way we can log on/off members from the queue?
1 vote -
Hybrid IVR and Call Queue
I like that Call Queues have the option to Interrupt Audio with an Interrupt message. It would be nice to take that one step further and utilize it as a mini-IVR menu.
I want to use the Interrupt Audio to let the person on hold know they can Press 1 (or whatever button) to go directly to that queue's voicemail and configure a button press to work in that manner.
The current IVR configuration doesn't have what we need to utilize it for Queue purposes, and the Call Queues don't have configuration settings we like from the IVR menu.
6 votes -
Billing Dashboard
The new billing portal has demonstrated enhancements but I still feel it's lacking in functionality that most business owners would want to see more of.
trend management, especially with a contact center instance, I find it difficult to see the invoices over time and compare them month to month. Why isn't there a dashboard that can demonstrate this graphically, leveraging the filters you have there now as toggles?
Export/Download, currently this exists on an invoice by invoice basis which is fine; however, I imagine many of us would like the ability to export the billing list as its represented in…
7 votes -
Generate a report on a date range but only on specific time of the day
Please have an option in Analytics to generate a report for a date range but the result should only display calls on a specific timeframe for each day. For example, generate a report for January 7 - January 14 but the result should only display calls from 7 AM to 12 NN
45 votes -
Ability to brand the performance reports with company logo
have our company brand on ring central performance reports
We would like to brand the performance reports with our company logo when exported to pdf
1 vote -
Queue Time" per team member.
Customer would like to get a report of the amount of time our users spend in the "queue". In other words "Queue Time" per team member.
4 votes -
Giving a user the ability to select any user within performance reports and not being limited to only the users of call queues they manage.
Giving a user the ability to select any user within performance reports and not being limited to only the users of call queues they manage. The workaround provided by support is to create a new account that is not a manager of any call queues, so all users are available to select.
20 votes -
Adding a "country" filter in analytics portal
Add a "country" filter in analytics portal, under performance report tab
19 votes -
Ability to create and export custom reports
- Add an option to export custom reports with time fields (such as call duration, agent handle time, etc.) formatted explicitly as
hh:mm:ss(hours:minutes:seconds). - Ensure this format is consistent across both CSV and Excel exports, allowing for accurate time analysis and easy integration with other tools and workflows.
- Where relevant, support extended formats like
[h]:mm:ssfor durations exceeding 24 hours, as commonly used in timesheet and workforce data exports.
Rationale:
- The
hh:mm:ssformat is widely recognized and supported by both Excel and CSV parsers, ensuring that time values are correctly interpreted and easily manipulated in downstream analysis. - Many organizations rely on…
2 votes - Add an option to export custom reports with time fields (such as call duration, agent handle time, etc.) formatted explicitly as
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Add a Column for User Group/Department
Business Analytics, Table widget, Users rows. Add a column type that displays what User Group or Department the user belongs to.
1 vote -
Report of All Active Call Queues with Manager Names Assigned to Each
Requesting to export a full report of all active call queues with manager names assigned to each.
1 vote -
Shared contacts
Hello Team,
I’d like to submit a feature request on behalf of a customer who is using the Shared Contacts Directory feature.
Request:
Enable users (particularly Super Admins) to manually edit or delete individual contacts in the Shared Contacts Directory directly through the Admin Portal—without the need to download, modify, and re-upload the entire Excel file.Background:
The customer is an IT partner currently setting up a new RingCentral account for a small business. He expressed concern over the current process, as it is inefficient and inconvenient, especially for smaller teams that need to make quick changes to individual entries.…
1 vote -
Average Hold Time and Call Park per Call per User
It should have options where average hold time and average call park are also available per call, per user.
1 vote -
Increase access to historical call data
The customer would like to access more than 1 year of historical call data. That is being used for a company investigation and audit.
1 vote -
Including the names of the users who missed the calls in the missed call notifications sent via email.
We recommend adding the names of the users who missed the calls to the missed call notifications sent via email, for better visibility and tracking.
1 vote
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