RingCentral Analytics

In order to send prepared caller lists to virtual assistants that have to call and work through the callers for various purposes and then have to enter the received data into additionally created fields on the excel sheet for analytic purposes - t...

I'd like to be able to export ALL CALLS that come in and go out. I currently don't have an easy way to do this. At best I'm exporting all data from the "Company Numbers" section and the "Performance Reports" sections. Then I put them together and ...

I think it would be very helpful to have an analytical tool that tracks each phone call or inquire reason. If a call is ended a pop-up asks "What was this inquire regarding?" and the user selects "Sales Call" or "Product Questions" or "Damaged Shi...

An important statistic that is unavailable to us on RingCentral is our agents' active time. We would like to compare the time an agent spends "active" or "do not disturb" (per hour, day, month, etc.) For the time being, we are using the Audit Trai...

We like to know how many times our team 'hits' the red button rather than let it ring to completion without answering it. 'Missed' calls doesn't speak for how many times the customer service rep ignores the call by hitting the red button

This helps management track which agents have the most abandoned calls and why, what state they were in at the time for example on the phone, etc. There should be a way we can track the cause of the Abandoned phone call and show specific agent det...

We lose some inbounds calls because our IVR may not provide the correct option for the caller. Example: directory choosing by name, requires 3 letter names. We have some two letter names. Can't figure out how to offer "enter extension number" opti...

A live training in the analytics. Each office utilizes the data in a unique way and surely would benefit from this

Add the function to exclude users the same as e can exclude call queues now.

We need to be able sort the call log report by the users extension. RIght now we can sort by "from", "length", "start time" and "direction". When creating a departmental call log report with multiple users being able to sorrt by the extension make...