1098 results found
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Call Volume Live Dashboard
I would like to be able to see call volume dashboard, inbound and outbound, by day and by agent. I would also like a date range filter to easily compare call volume between specific dates.
17 votes -
tabular display in business reports
As for now in the business analytics the costumer has only the option for graphical view ,if the want to see the tabular view the need to download the reports first .
Costumer would like to have to tabular view added in there business analytic reports dashboard ,Also they requested to have the filter ,hourly ,day and weekly per extension added for this tabular form2 votes -
RingCentral recognizes the language of the call and transcribes of the call are done in the language of the call
RingCentral recognizes the language of the call and transcribes of the call are done in the language of the call. If a call is in Spanish, RingCentral transcriptions are in Spanish. Also offer the option to translate transcribes to English.
1 vote -
Analytics and call logs - Align the call logs and analytics in Salesforce
We’ve noticed an issue with how call durations are being recorded in Salesforce via RingCentral.
In our setup, call logs are attached to Salesforce tasks and are used to track KPIs. When a customer calls in and is placed in a queue (e.g. when the user is busy), the system records the call time from the moment the customer hears hold music. However, Salesforce is logging this total time rather than the actual duration of the conversation between the user and the customer.
For example, in a recent call:
The customer is in a queue, waiting for their contact, for…
2 votes -
Performance Report for Business Hours by week
we should be able to run performance reports by the week or by the month that "exclude" calls outside of business hours so you can truly report on calls that are received and handled within normal business hours vs all hours of the day. You can do this one day at a time but when trying to compile data over period of time, week, month quarter etc, would be nice to filter to include only calls received between this hour to that hour
11 votes -
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…
2 votes -
Analytics regarding Text Messaging/SMS
We need an analytics report for SMS messaging
33 votes -
Option to filter working days across an entire month
Performance Report - Analytics Portal Enhancement Request
Request to add an option to filter working days only for a selected month. The feature should allow users to retrieve call data specifically during the company's business hours.
Currently, the "Last Work Week" option only provides data for the previous week, but there is no option to filter working days across an entire month. This enhancement would improve reporting accuracy by ensuring that only relevant business-day data is included in the analysis.
4 votes -
Persist KPI Filter Settings Across Analytics Sections
When users modify the KPI filter in the Performance Report and navigate to other sections within Analytics (e.g., Business Analytics), the KPI settings reset to their original state upon returning to the Performance Report. This request proposes enhancing the system to retain the user's KPI filter settings across different Analytics sections.
Current Behavior:
Users adjust the KPI filter in the Performance Report.
Upon navigating to another Analytics section (e.g., Business Analytics) and returning to the Performance Report, the KPI filter reverts to its default state.
This requires users to reconfigure their KPI settings repeatedly when switching between sections.
Requested Enhancement:
…
3 votes -
provide unavailable time for each rep
Provide unavailable times for each rep so we can see how long they have been unavailable or at a Do not disturb stage
4 votes -
Send outgoing SMS as a Call group
Calls can be made by call group members using caller ID with the call group's phone number. I'd like to see this extended to SMS where group members can send outgoing SMS "from" that call group.
1 vote -
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 -
Create Custom KPI's in the Analytics
Ability to create custom KPIs in the reporting/analytics module
1 vote -
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 -
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 exceededwe 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 -
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 -
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 -
Custom Role
create a role where user can see only selected extensions for call logs
2 votes -
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 -
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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