RingCentral Analytics

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...

Add 120 second call length filter in the performance reports.

I need to know our busiest hours during a specific period (e.g., the past two months). Currently, you have this report by day; however, our volume of calls varies. Also, it should show the cumulative in each hour, so I can know what percentage of ...

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...

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.

Currently in the Performance Reports in Analytics, only the "# Refused" report is available. Instead, there should also be a report that shows the specific date and time of when calls are being refused in Analytics for Performance report. This wil...

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.

Right now the only way to see the times a number is forwarded out to an external number from my support queue is to download an excel document of all calls and then try to filter the data manually.

Calls to external numbers that may be set in a forwarding rule are presently only captured in the Queue Performance Reports. However it would be great to also include these in the Calls Performance Reports so that we can filter on these. See suppo...

Please could you implement a way that we can create a report based on certain inbound numbers/or contact. Use case as an example, say we want to track the amount of inbound calls from a particular client for a week, month etc.