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RingCentral Analytics

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Analytics, average number of calls during a period (not just a day)

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 ...
José De La Cruz 3 months ago in RingCentral Analytics 0 Under review

Analytics - IVR key presses as a KPI option

Be able to see what IVR key presses are being used for a site/branch within analytics site. Right now we have no way to track routing to shared que's from branches using it. i.e. caller pushes 2 on ivr, is routed to a large multi site que. i would...
Guest about 2 years ago in RingCentral Analytics 0 Future consideration

Add a "Who's On Deck" widget to Live Reports

We recently rolled out Live Reports for some of our call queues and we love it! One feature that would make it even better is if we knew whose phone was about to ring. We would love to see a widget on the live report that displayed the next 3-5 pe...
Guest over 2 years ago in RingCentral Analytics 2 Will not implement

Ability to download full life cycle of a call

We can see the lifecycle of a call (incoming to receptionist, transferred to an associate) including hold times but cannot download this same level of detail. We want to be able to understand the full lifecycle of the call using analytics, but can...
Karen Inman almost 2 years ago in RingCentral Analytics 2 Planned

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

The ability to record whispers and barges

this feature would be useful in allowing us the ability to go back and listen to these calls and assess the quality of input and coaching being done through the whispers and barges.
Cris Rios about 2 months ago in RingCentral Analytics 0 Under review

IVR Path reporting on standard Analytics

It would be useful if the Ring Central Analytics were to include IVR Path reporting.
Sarah Marshall over 1 year ago in RingCentral Analytics 0 Future consideration

More robust user compliance reports

Currently I'm using RC analytics concatenating and parsing the message, video and phone downloaded .csv reports of folks who have never made a call, text or video call and it's not elegant.In order to push user compliance within our company, we wo...
Justin Mead about 2 years ago in RingCentral Analytics 1 Under review

Power BI Integration

Looking for an easy way to integrate with Power BI in order to streamline call dashboard.
Ryann Black 5 months ago in RingCentral Analytics 1 Future consideration

Offer ability to track time spent accepting queue calls (as well as, on different statuses - available, busy, DND)

I would like to see how many hours per day or week a particular user spent accepting queue calls on their phone. Currently, the only way to know if users are accepting queue calls is to extrapolate based on the number of calls taken, however, I wa...
Guest about 2 years ago in RingCentral Analytics 2 Future consideration