1350 results found
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add all the KPI options to the table builder like total handle time and avg handle time
add all the KPI options to the table builder like total handle time and avg handle time
1 vote -
Showing 0:00:00 for Forwarded/Queue Answered Calls
We would like to submit a feature request regarding call logs displaying a duration of 0:00:00, especially in cases where the call is actually answered via a forwarding number or extension.
Instead of showing 0:00:00, it would be more helpful if the system reflected the actual call duration once the call has been routed and answered by the destination device or forwarding endpoint.
This issue is more noticeable when filtering by a specific call queue, where some answered calls appear as 0:00:00, which can cause confusion. However, when searching by the called number, detailed records show the correct call duration,…
2 votes -
Detailed user login history and last login time report
Ability to extract detailed user login history and last login time report.
5 votes -
Add average handle time to business analytics' table section for users dashboard
Add average handle time to business analytics' table section for users dashboard
1 vote -
Add Job Title & Department as columns to Agent Details Dashboard Widget
Please include in the Job Title, and or Department user fields as column options in the Agent Details Widget of the Live Reports Dashboard.
2 votes -
Allow regular users to view queues in Business Analytics
Allow regular users to view Call Queues in Business Analytics without granting them manager or admin permissions to the queues or changing their user role to super admin.
1 vote -
Retrieve Report from the system was established up to the current date
Retrieve Report from the Contact Center was established up to the current date
1 vote -
Need to be able to toggle between light and dark mode
The ability to toggle between light and dark would be helpful especially during different times of the day.
1 vote -
video meeting
Detailed information for video meetings in Analytics such as the Total Talk Time per User during that meeting, and a detailed view of how long each meeting lasted, how long the agent talk the meeting ID the Start and End Time.
1 vote -
park location timeout
Give super admin the ability to choose the park location timeout.
Currently its set by default to 5 mins before it rings back to the extension that put the call in park. The only way to change it is to call and/or put in a ticket and the technical support rep is able to change it.1 vote -
Add emails when opening cases
When submitting a case, allow users to add additional emails that should be copied on the case when it's created.
1 vote -
Call logs to have option filter by area code
I need feature to have a filter option by area code though call logs. I need to use the filter option by area code so that I can easily sort what calls are from which state for reporting and billing our clients correctly per calls
2 votes -
Allow Admins to see the IP Address or Network where users sign in
Title
Allow Admins to see the IP Address or Network where users sign in
Description
Please add a feature that allows Admins to view the IP address or network location used by users when they sign in to RingCentral.
This would be very helpful for:
Troubleshooting user connectivity issues (especially for remote agents)
Verifying login locations for security
Tracking suspicious or unauthorized sign-ins
The IP address or network information could appear in the Admin Portal > User Activity / Sign-in History, and also be available for export in audit logs.
6 votes -
Manager with lower priority in the queue
To have a way to set up a Manager with a lower priority in the RingEX Call Queue.
1 vote -
Call should not be detected as missed if it was answered elsewhere
Call should not be detected as missed if it was answered elsewhere
68 votesWe have this problem in performance reports, but this is no more a problem in Business Analytics since Jan 2026.
In Business Analytics, we have a separate Call Result for Abandoned, Missed with VoiceMail, Missed without Voicemail, and Answered Elsewhere (for simultaneous ringing) w.r.t user dimension.
We have a BA dictionary explaining this -https://support.ringcentral.com/article-v2/Business-Analytics-data-dictionary.html?brand=RingCentral&product=RingEX&language=en_US
and soon in a couple of weeks we will publish a detailed knowledge base article on how to check metrics in business analytics and filter "answered elsewhere" calls.
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Business Analytics Widget to have an identifier per call session.
When we export the Call Log Widget, it takes and makes a line for any of the call log entries that you can expand and it makes it look like multiple calls even though that's just the call flow for one call.
1 vote -
Option to stop email notification to user whenever I make changes in admin portal such as when I add them in the automatic call recoding.
Option to stop email notification to user whenever I make changes in admin portal such as when I add them in the automatic call recoding.
4 votes -
Make Analytic reporting downloadable.
It would be helpful to make the Live Reports, and other Analytic Reports and Dashboard data downloadable.
2 votes -
Check IP address in the admin portal
Ability to check IP address of the provisioned phone in Ringcentral via admin portal.
I need to find details on devices registered to RC by IP or mac address. Is there such a report I can run to tell me what IP a device is registered with?
31 votes -
Ability to report on Whisper/Barge support
We would like to be able to create historical reporting on how many times an agent has required support via whisper or barge.
1 vote
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