1196 results found
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Handle time for Outbound Calls | Performance Reports | Analytics
Feature Request: Display Handle Time for Outbound Calls in Analytics Performance Reports
We would like the Handle Time for outbound calls to be included in the Handle Time column within the Performance Reports – Calls tab in Analytics.
Currently, this column only displays Handle Time (In), which reflects inbound calls only. Outbound call handle times are not included in this column.
While we understand that we can click on individual outbound call records to view the actual talk time, this method does not support efficient reporting.
We are requesting that Handle Time for outbound calls be displayed in the Handle…
4 votes -
Report for Users Login, Usage and Activity on RingCentral app
Requesting to have a settings to run and export a report for user login, usage and activities on their RingCentral app.
21 votes -
Call queue is forwarding a call during business hours and being tagged as abandoned
If a call queue is forwarding a call during business hours via custom rule, the call is being tagged as abandoned. It should not be tagged as abandoned because the call was answered by the forwarding number.
10 votes -
RCX Callbacks
Currently, the RCX platform will create two UII's for callbacks, and that interaction and the need for two UII's is well understood, however, both UII's are counted as two different callbacks in reporting, doubling potentially the amount of reported callbacks. - Please make it so although two UII's are generated, reporting sees it as one interaction.
2 votes -
Reports for adoption and usage.
A way for make scheduled reports for adoption and usage.
12 votes -
Report for voicemail to text feature
Its much easier if there's a type of Report for voicemail to text feature which you can check for users enabled on the account
1 vote -
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.
3 votes -
Download the Call records Essential on Business Analytics Essential
Customer wants to have option to download the Call Record on the Business Analytics Essential
2 votes -
Have the ability to hide fields
When creating a custom report/ calculation, there is currently no way to hide fields that are a part of the calculation. We would like the ability to hide certain fields so that when we export it to Clients, they are not visible.
2 votes -
Include the phone state in the data analytics for examples time spent in DND
If able to see time someone spends in DND then it makes it more effective to performance manage when they can be shown the data. This will also allow targets to be set for team members for time spent in DND whilst on their shift.
3 votes -
Report that will show a call being transferred from RingCX to the Ring EX
The customer would like to have a report that will show a call being transferred from RingCX to the Ring EX.
2 votes -
The current fax transmission email notifications do not include the extension user's name.
The current fax transmission email notifications do not include the extension user's name. To improve tracking and accountability, it is requested that these emails be updated to include the name and extension of the user who is sending the fax and the user the fax is intended for.
1 vote -
Total number of faxes sent and received within a specified date range in admin portal reports
"It would be highly beneficial to have an option in the Admin Portal Reports to view the total number of faxes sent and received within a specified date range."
1 vote -
Dashboard either within the RingCentral admin portal or analytics that can automatically/manually check the health and connectivity of a loc
Dashboard either within the RingCentral admin portal or analytics that can automatically/manually check the health and connectivity of a local number or toll-free number, specifically from within and across all major carriers
1 vote -
historical dashboard
On historical dashboards, it would be great if different information could be configured similar to the way we do it in the historical reports. For example, if the historical dashboard includes a graph, I would like to be able to customize it to remove columns that I don't need (i.e. Agent Group, Agent ID, Agent Group ID).
3 votes -
Agent Acceptance Rate in the Inbound Queue Overview report
For the inbound queue overview report (in the standard historical reports), I would suggest that the agent acceptance rate shall display or show the actual percentage of staff's performance in a decimal point or digit number, instead of rounding up the tenth digit to a whole number. For example, if the interactions handled (7416) is divided by the interactions assigned (7438), then the acceptance rate should be 7416/7438 = 99.7% (not 100% by rounding it up). I am glad to see the data with 100% if my staffs actually handle the call 100%. But if they did not handle it…
2 votes -
Setting up Timezone for Performance and Live Reports
It would be best if there is an option to change or set up our desired Timezone for Performance and Live Reports.
2 votes -
Create Custom KPI's in the Analytics
Ability to create custom KPIs in the reporting/analytics module
3 votes -
Automated alerts for outbound calls
Is it helpful to set up an automated alert if a user makes more than 375 calls in a day?
1 vote -
company directory with DIDs that can be downloaded or exported
Have a company directory that can be downloaded or exported
6 votes
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