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Gerard Ambrose 3 months ago in RingCentral Analytics 0 Under review

Display active call lengths for ongoing calls

There should be a way to see how long an agent has been on their current call. This would be benefical to managers/leads to be able to monitor so that they can accurately staff the queues, resolve issues, etc. For example, if a manager sees that t...
Alisa Carson 3 months ago in RingCentral Analytics 0 Under review

Call Reporting \ Analytics for the Standard User

We need a feature for standard users to have call metrics so they can review how many calls they made and received. A dashboard similar to Analytics for administrators. Currently, Analytics displays all users calls, but want this feature only tied...
FPS Customer Service 3 months ago in RingCentral Analytics 0 Under review

Add custom call length to performance reports

This is useful because it lets us filter calls by specific time. Sometimes we want to know if a call was missed because we let it rang too much or because they hung up before we had a chance to answer the call. Sometimes, because of our business m...
Leonel Aviles 3 months ago in RingCentral Analytics 0 Under review

Live reporting: Able to see if agent is currently on outbound or inbound call

Need to be able to see in call queue dashboard if agent is on outbound or inbound call. Currently can only see if agent is on a current call but not if it is outbound or inbound.
Stephanie Rensburg 3 months ago in RingCentral Analytics 0 Under review

Agent Analytics: Log Agent Queue Uptime

Show how many hours an agent was Active in the queue. It would be fantastic if we could actually set their individual hours somewhere so that I didn't have to do math / search on only those specific time frames but if it was simply "Amt of Hours w...
Josh Mathus 3 months ago in RingCentral Analytics 0 Under review

Live Reporting : Dashboards need to have more than one editor

Need Reporting dashboards to have more than one editor. Currently only the creator of the dashboard can edit the dashboard. Even admin can only view another users dashboard and not edit. Original creator should be able to give access to another ed...
Stephanie Rensburg 3 months ago in RingCentral Analytics 0 Under review

Live Reports : Need to widget to reflect multiple queues

Need there to be one widget that is reflecting more than one queue. Currently when a widget is created for Queue monitoring and Queue calls, you can only select one queue per widget and not multiple.
Stephanie Rensburg 3 months ago in RingCentral Analytics 0 Under review

Live reports: Need to see time log of each status for Avaya users

Need to be able to determine up and down time of an agent from statistics. Currently reporting only shows the current status and not how long the status is ready/not ready. There are only two options for the status in reporting which is online and...
Stephanie Rensburg 3 months ago in RingCentral Analytics 0 Under review

viewing # of times a queue number was used.

As of the moment, the feature you are referring to is not yet available for report for viewing # of times a queue number was used. Actually, this is a great idea to submit a Feature Request to our Product Enhancement Team to make a consideration a...
Leanne Carter 3 months ago in RingCentral Analytics 0 Under review