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RingCentral Analytics

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Call Handling Report

I would like to see a report on "Call Handling" usage. This would give me an idea of who is forwarding to their personal cell phone or not.
Frank Burgos about 1 year ago in RingCentral Analytics 0 Future consideration

Allow user to pull analytics for the year

Most business need analytics for a year. It is disappointing that RingCentral does not allow us to do this. We are expected to keep the spreadsheets and prepare the analysis ourselves
Guest almost 2 years ago in RingCentral Analytics 1 Future consideration

Show how long a rep is off of the phone in between calls on a monitoring screen

This would help me to help our reps manage their time by giving them a nudge if they spend too much time off of the phone in between calls which will overall result in more revenue and income to the rep.
Guest almost 2 years ago in RingCentral Analytics 0 Future consideration

Need users to be able to delete/forward QUEUE voicemails from the RingCentral App instead of having to call in to check them.

Each time we call to check voicemail in a QUEUE it appears in our reporting as an abandoned call. Need to be able to have my day-to-day users check QUEUE voicemails using the app to avoid this.
Guest over 2 years ago in RingCentral Analytics 0 Future consideration

View Agent Idle Time

For Call Queues set to distribute calls in the Rotating order it would be useful to view that queue's members' idle timer to have insight to the anticipated distribution of calls and Agents' behaviours.
Guest over 2 years ago in RingCentral Analytics 0 Future consideration

add sound notifications on live reports when a call hits the queue

Our team monitors the Queue on a larger screen from their workspace. A sound notification would help them not have to get up and check over the cubicle wall rather just listen for the notification to know there's a call in queue
Theresa Kennedy 4 months ago in RingCentral Analytics 1 Future consideration

Call progress diagnostics (tracking log of caller keypresses)

Our prior system (8x8) had a wonderful diagnostic tool whereby any inbound call could be tracked in a timeline showing every keypress the caller made, along with durations between keypresses and duration of whatever state they were in (for example...
Doug Stubenbordt over 1 year ago in RingCentral Analytics 1 Future consideration

Add Inbound Fax Analytics

Please add the ability to quantify inbound fax via the analytics portal. We currently utilize over 200 virtual extensions that act as a fax inbox for our sites. We would like the ability to view the total number of received inbound faxes across al...
Brett McVay about 1 year ago in RingCentral Analytics 0 Future consideration

IVR Path reporting on standard Analytics

It would be useful if the Ring Central Analytics were to include IVR Path reporting.
Sarah Marshall about 2 years ago in RingCentral Analytics 0 Future consideration

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 2 years ago in RingCentral Analytics 1 Future consideration