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973 results found

  1. Report on Final Disposition of Call, here it concerns Abandon(Park) and Abandon(Hold), rather than Both.

    Could we please move away from having every instance of Abandon(Park) and Abandon(Hold) reported? And just report on the final disposition of the call, whether it’s a (Park) or a (Hold)?
    It's causing a lot of confusion and it's unclear how many answered calls actually ended up in an Abandon(Park) or (Hold) situation when the KPIs are pulled up.

    1 vote
    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  2. Ability to download the Dashboard under the Digital Analytics in RingCX

    Currently customers do not have the capability to download the Dashboard on RingCX Digital Analytics.

    The customer is requesting to have the ability to download the Dashboard as .xlsx or .csv.

    They are using this report to do forecasting so that they will know how many agents they need on a particular day.

    2 votes
    Needs More Information  ·  0 comments  ·  Other  ·  Admin →
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  3. Ability to generate reports who joined the audio conference via a dial-in

    Ability to generate reports who joined the audio conference via a dial-in

    4 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  4. Call Tracking & Attribution

    Integrate features such as the ones on CallRail so users can get granular detail on call tracking and call attribution to help with marketing campaigns and lead generation. Integrating website form tracking would be helpful as well.

    2 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  5. add a second number for the verification code

    Ability to add a second number for the verification code …. When I sign in I have my primary number and an email address that I can send the verification code but I want to add either a second email or a second phone number to receive those verifications

    2 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  6. Hide my information about who I am speaking with from incoming calls

    My employees are able to see the phone number of the person I am speaking and possibly their called id info. This is causing a problem when I am speaking on the phone with a confidential person about sensitive information. How can I keep these details from appearing to my employees.

    1 vote
    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  7. Introduce enhanced call logging and transparency features to accurately track and display the originally dialed number before any potential

    Introduce enhanced call logging and transparency features to accurately track and display the originally dialed number before any potential routing or transformations occur.

    Key Enhancements:

    Original Dialed Number Logging – Ensure call logs retain and display the actual dialed number before any redirections, translations, or rerouting processes are applied.

    Call Path Tracking – Implement a feature that allows admins to trace the exact call path, including any number translations or forwarding actions.

    Enhanced Debugging Tools – Provide an option for detailed SIP logs or metadata showing if and when a number is changed or redirected.

    Carrier-Level Transparency – Enable visibility…

    1 vote
    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  8. Option to retrieve deleted recorded calls

    Option to retrieve deleted recorded calls

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
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  9. Show how long a user has been in a current status

    Good for Customer Service managers to see how long someone has been avaialable, on break, or not logged in. Live timing.

    6 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  10. IVR inbound caller number dialed

    Can you allow none contact center accounts the ability to determine which IVR phone number the inbound callers are using to call in? please and thank you

    1 vote
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  11. Performance Reports- Calls Tab- Filtered for Missed and Answered Call

    When accessing the Performance Report in Call tab, no option to sort or filter for missed and answered calls. It will only show or provide the result of both answered and missed calls. Suggest to add an option to sort the type of calls for more efficient and friendly way of getting data in Performance Report Call tab.

    6 votes
    New  ·  1 comment  ·  Other  ·  Admin →
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  12. Include "Microphone" and "Speaker" in MOS call card for phone calls

    In QOS Analytics for VIDEO we display "Microphone" and "Speaker"

    "<div aria-label="Speaker" class="detail-item--k34E8" role="listitem"><div class="title--GOM98">Speaker</div><div class="description--Vdzit"><div>System default speakers</div></div></div>"

    This is NOT including in the call card for Phone (only RCV).

    Please add in data to show what Speaker and Mic combination was used by a phone user.

    Reason for request.
    If call MOS is >3.8 we have no way to see if the call was on the internal mic or the headset.

    14 votes
    1 comment  ·  QOS  ·  Admin →
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  13. 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…

    1 vote
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  14. Live Reports Data to show call queue member's state if logged in to Phone App or not

    Live Reports should show the call queue member's state on the Phone App. When a user logs out from the application, Live Reports should show members state as "Unavailable" since the user is not logged in to the Phone App.

    5 votes
    New  ·  3 comments  ·  Live Reports  ·  Admin →
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  15. BT CLOUD: IVR Key Presses (Analytics)

    BT CLOUD: Be able to see what IVR key presses are being pressed on Analytics>Performance Report.

    4 votes
    New  ·  2 comments  ·  Accessibility  ·  Admin →
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  16. Add physical addresses to reports as a tab

    When a large account with multiple office locations or remote workers, there is no report that would allow us to provide the address for all customers if entered. Our reports can filter by "ship to address" but if the user has a softphone or a BYOD device this field is blank. This would help our teams perform a multitude of internal audits with this option.

    12 votes
    1 comment  ·  Accessibility  ·  Admin →
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  17. Digital Channels >> Supervisor "barge in/whisper"

    Digital Channels >> Supervisor "barge in/whisper" : In the "message/text/chat" can the color be different than the agent for clarity, to separate the note from/by supervisor? I see the name but a color would help separate when a) customer, b) agent, and c) supervisor are all in there "talking".

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
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  18. Voicemails in call queue be restricted to one person at a time listening

    Listening to call queue voicemails should be restricted so only one person at a time can listen to a specific voicemail.

    2 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  19. Report that shows voicemails and missed calls

    Combined reporting for called queues and users. Our calls ring to everyone and if no one answers after a certain # of calls, then it's considered an abandoned call. The call is then routed to a dedicated voicemail user extension and patients can leave a general voicemail. After about five calls with tech support, they said it is not possible to generate a report that shows the # of voicemails and missed calls the way our system is set up.

    14 votes
    1 comment  ·  Live Reports  ·  Admin →
    How important is this to you?

  20. Option to download Tasks reports

    Option to download Tasks reports from RingCentral app or Admin portal

    2 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
    How important is this to you?
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