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RingCentral Analytics

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RingCentral Analytics Company Numbers - Calls to Informational IVRs are logged as missed

RingCentral Analytics Company Numbers - Calls to Informational IVRs are logged as missed. Hi, We have noted that when a caller reaches an IVRs and then the caller hangs up after listening to the IVR, this will get logged as "missed" in the company...
Fraz Hamid 21 days 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 KPIs from Performance report to LOB Analytics

Available vs unavailable hours per Queue member Available start time (per day) per Queue member Available end time (per day) per Queue member Busy hours average (Busiest hour of the day on average) Busy day average (Busiest day of the week on aver...
Megan Bagtas about 2 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

SAS Traces on Call Logs

It would be very useful if Admins have the option to look at the hops during a call (i.e., from the caller's IP to the Server IP to the Callee's IP and back) so we can see where in the call that call quality deteriorates and can determine what's t...
Amanda Nemeth about 1 month ago in RingCentral Analytics 0 Under review

Report of Users on a User Template

There needs to be a report showing who is assigned to a user template. There is currently no way to tell if a user is assigned to a user template. Have a report or some indication on the user to show they are on a user template will ensure the cor...
Hannah Cohen 6 months ago in RingCentral Analytics 1 Under review

Need Reports Greater than 6 months, Need one year

I would like to run a report on the inbound calls thus far in 2020 and get data on our Inbound calls and if they have increased month by month and which months after COVID started impacting us in Mid-March and see the impact on our employees phone...
Guest almost 2 years ago in RingCentral Analytics 1 Under review

report for call queue member status at different times

On Admin Portal or Analytics portal to have an option to view the status of the call queue member during a specific timeframe. For example: Agent A was available on the call queue from 11:30 am -11:32 am. Status changed to busy due to a received c...
Guest over 1 year 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 3 months ago in RingCentral Analytics 0 Under review

KPI - Average wait time Abandoned calls and Average wait time Answered calls

Currently within Performance report there is KPI for Average Wait time, which as I understand it includes answered and abandoned calls. Can the performance reports have further two KPI as following: 1. Average wait time Abandoned only calls 2. Ave...
Guest 10 months ago in RingCentral Analytics 1 Under review