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RingCentral Analytics

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Report showing DND status

We'd like to see a report that shows how many times a user goes on DND that shows number of times and length of time a user is on DND.
Karl Pashalidis over 1 year ago in RingCentral Analytics 8 Future consideration

Increase length of time reports are saved

All reports go back only 90days. At times we need to pull a full year or 6 months of data. It would be conducive to our business to gather data through reporting
Angela Zipperer 4 months ago in RingCentral Analytics 0 Under review

Nice in Contact Call Analytics

Submitted in the Contact us interface in the Nice in Contact interface as well... I'm looking to submit a feature request. Basically, when we have agents working from home, we currently don't have a way to determine if the agent drops a call or re...
Richard Valenta 9 months ago in RingCentral Analytics 0 Under review

Ability to Download Qos Reports

Currently, customers have to copy and paste data from the QoS portal for each incident. Preferably, they would want to download the data.
Rich Salazar over 1 year ago in RingCentral Analytics 4 Under review

Performance report for 12 months (YTD)

Hello Ringcentral Team, we would like to submit a request to implement a report on calls received YTD. This data is crucial for our call center. Thank you!
Olivia Richards 4 months ago in RingCentral Analytics 0 Under review

Adjust parameters on what is considered an Abandoned Call

Be able to adjust the Abandoned call conditions to more properly reflect what our company considers an abandoned call. For example, if a client calls in and hangs up, that doesn't not count as abandoned. Another would be based on time, like a clie...
Tyler Hungness 18 days ago in RingCentral Analytics 0 New

Call Data on Manually Rejected Calls

It would be useful to see that data on how many calls users manually reject an inbound queue call. This will help provide us insight on who is purposely ignoring calls and provide coaching's.
Tyler Hungness 18 days ago in RingCentral Analytics 0 New

RingCentral Analytics - Share and collaborate on saved reports

We would like the ability to share reports we have configured saved with other users in RC Analytics. In addition when sharing the report with another user we would like the option to supply owner, read-only or edit access.
Wickes Building Supplies Ltd 9 months ago in RingCentral Analytics 0 Planned

Default Abandon Rate KPI

It would be nice if by default there was an abandon rate KPI, rather than having to create one in LOB KPI Building. This way we can easily troubleshoot which employees have a higher than normal abandon rate. This should be useful right off the bat...
Eliot Houman about 1 month ago in RingCentral Analytics 0 Under review

Create reporting that provides agent status data.

In order to more effectively manage our call center environment, we could really use some reporting metrics on agent status data. For example, how long are agents logged in and available in the phone queues. Actual call data metrics are already av...
John Hughes 3 months ago in RingCentral Analytics 0 Under review