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RingCentral Analytics

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Create reporting that provides agent status data.

In order to more effectively manage our call center environment, we could really use some reporting metrics on agent status data. For example, how long are agents logged in and available in the phone queues. Actual call data metrics are already av...
John Hughes 4 months ago in RingCentral Analytics 0 Under review

Default Abandon Rate KPI

It would be nice if by default there was an abandon rate KPI, rather than having to create one in LOB KPI Building. This way we can easily troubleshoot which employees have a higher than normal abandon rate. This should be useful right off the bat...
Eliot Houman about 2 months ago in RingCentral Analytics 0 Under review

Add a call log for a video meeting

Attendance of Participants on RingCentral video meeting whether they call in or use video. The names of the participants do not currently show on the video recording that is viewed by participants unable to make the meeting.
Guest over 1 year ago in RingCentral Analytics / RingCentral Video 0 Already exists

Call logs to multiple email addresses

Currently, under analytics, we can only send reports to 1 email address. It would be very useful for myself, as the Information Systems Director and my IT Manager to both be able to receive those reports.
Aaron Gray 4 months ago in RingCentral Analytics 0 Under review

Adjust parameters on what is considered an Abandoned Call

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...
Tyler Hungness 25 days ago in RingCentral Analytics 0 New

Call Data on Manually Rejected Calls

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.
Tyler Hungness 25 days ago in RingCentral Analytics 0 New

why isnt there any reports to show the length of time when people are unavailable

why isnt there any reports to show the length of time when people are unavailable. Basically, there are loads of areas to show length of call time, on hold, parking etc but nothing to show how long someone has been unavailable for. why? Also can y...
Gary Blease 8 months ago in RingCentral Analytics 1 Future consideration

RingCentral Analytics Company Numbers - Please include a column indicating what the number is assigned to

We have so many sites and telephone numbers, it is impossible to remember what they are assigned to. So it would be very useful if the company numbers report included a column that indicated what the public telephone number is assigned to e.g. the...
Wickes Building Supplies Ltd 9 months ago in RingCentral Analytics 1 Under review

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 6 months ago in RingCentral Analytics 0 Future consideration

User Status on Exported Performance Reports

Excel Exported Performance reports show the Status for all users as 'Active'. Including disabled or deleted users for lines that have been reset & reassigned for new staff. The results should reflect the current status of the users at the time...
Aaron Evans 3 months ago in RingCentral Analytics 0 Under review