RingCentral Analytics
Sort by:
Popular
Status:
Future consideration
Showing 166
On live reports please add the count of Refused calls to each agent, currently we can only track it on performance reports. It would be helpful to track this information live and the time of the refused call and ability to track if agent was already on another call causing the refused call.
The performance reports shows this information, however this information should also be live for management responsible for monitoring call queue and performance of agents. Performance reports shows the number of refused calls however not the time...
0
Future consideration
Ability to view caller ID in Agent Details/Queue Details
It would be helpful if the caller ID of the caller that the agent is connected with, or is waiting in queue, could be visible. It could display on hover or in it's own column/row. This would allow transparency for agents to be able to see if anoth...
0
Future consideration
Shareable Dashboard URL without Login
It would be very useful to be able to save a dashboard with a sharable URL that granted View-Only rights to that dashboard, this would allow dashboards to be scheduled on TV's & digital signage software without having to login to each screen o...
3
Future consideration
On live reports or performance reports, adding a count of abandoned calls to the agents, that did not answer the phone and as a result the call was abandoned would be very helpful to see trends of abandoned calls.
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...
1
Future consideration
Retain Caller Name when Exporting an LOB Analytics Widget
As it stands currently, when downloading an LOB Analytics widget or a full dashboard as an excel spreadsheet, the Caller Name, which is displayed in the dashboard widget is being omitted from the spreadsheet. This makes the report significantly le...
2
Future consideration
Reporting on time spent 'available'
It would be great to see how much time in the day an agent is set to 'available' to take calls. For example, if Joe Bloggs is here for 7hrs a day, reporting on how many hours in that 7 he is set to 'available'. This would help to determine when an...
1
Future consideration
Allow admins to modify any dashboards
We need more than one person to be able to manage dashboards. For example, if a manager has created a dashboard and IT need to help them fix settings or if someone leaves. It's highly frustrating as an admin not to be able to fix dashboards and to...
1
Future consideration
