Please include the % Abandon calls as a metric available for Live Dashboards as this is more effective in providing an insight into performance quickly rather than simply the number of abandoned calls. Thanks.
On live reports please add the count of Refused calls to each agent, currently we can only track it on performance reports. It would be helpful to track this information live and the time of the refused call and ability to track if agent was already on another call causing the refused call.
The performance reports shows this information, however this information should also be live for management responsible for monitoring call queue and performance of agents. Performance reports shows the number of refused calls however not the time...
Capturing key press selections when calls are routed to an IVR ( menu system )
When a caller dials a number that is setup with a menu system, a key should be selected from the key board to proceed further. The selection the caller makes could an important call stat. As an example, if you have a menu system that has different...
Ability for the team to see who is logged in or out of the queue from RC app
We really would love to see our Team have the ability to see their co-workers who are logged in or out of the queue right from their RingCentral app. No need to ask their manager! This would be my #1 request before my other 20 request.