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RingCentral Analytics

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Remove duplicates in call log

Want to be able to pull call logs and filter out the duplicates
Guest over 1 year ago in RingCentral Analytics 0 Under review

Measure of occupancy as a percentage

When selecting a user on the Audit section on reporting, we are able to view change of status' and log in times. For our app it shows "Accept all calls", "Do not accept any calls" and "Do not accept queue calls". From here we should be able to see...
Guest over 1 year ago in RingCentral Analytics 1 Under review

For Analytics portal to reflect actual call details that are affected for each KPI it is applied to

Not enough details in Analytics Portal. For example, while call queue calls show which calls were picked up, there is no indication of member status at the time the call came in. Audit trail would need to manually be checked, along with call log t...
Guest over 1 year ago in RingCentral Analytics 1 Under review

Ability to download full life cycle of a call

We can see the lifecycle of a call (incoming to receptionist, transferred to an associate) including hold times but cannot download this same level of detail. We want to be able to understand the full lifecycle of the call using analytics, but can...
Karen Inman over 1 year ago in RingCentral Analytics 2 Under review

Tag/Categorize calls for business analysis to solve business problems

We have Ring Central and use Auto Receptionist and call queues. Admin can setup tags or categories in the portal (i.e. call resulted to a sale, call related to receiving shipment, call related to upgrading shipment, call related to account expirat...
Guest over 1 year ago in RingCentral Analytics 0 Under review

New Dial VS Existing Dial Filter

Hello, Having the ability to filter first time dials VS repeat dials in a call log would be extreamly helpful. This would be a tremendois help in managing how many new aquisition calls our sales rep's are making VS how many existing client calls t...
Guest over 1 year ago in RingCentral Analytics 0 Under review

Analytics regarding Text Messaging/SMS

SMS text messaging is a huge part of our business. I would like to see analytics reporting like we have it for phone calls around SMS to be able to track that KPI per user group and employee.
Guest over 1 year ago in RingCentral Analytics 17 Under review

Full Agent Login Time Reporting Capabilities

My organization, and I'm certain many others, would benefit from full login time reporting capabilities with RingCentral Office. Although stats like Talk Time, ASA, and Hold Time are available, there isn't anything that documents specifically how ...
Guest over 1 year ago in RingCentral Analytics 0 Under review

Analytics - IVR key presses as a KPI option

Be able to see what IVR key presses are being used for a site/branch within analytics site. Right now we have no way to track routing to shared que's from branches using it. i.e. caller pushes 2 on ivr, is routed to a large multi site que. i would...
Guest over 1 year ago in RingCentral Analytics 0 Under review

Add Additional Filters to Analytics Performance Reports

Example: Extension 999707 "Florida Forward" is set as Key-Press option #1 at two sites: 103-Austin 104-Dallas We need to be able to see how many times key-press 1 (ext 999707) is hit from EACH site. When looking at the performance report in analyt...
Brett McVay over 1 year ago in RingCentral Analytics 0 Under review