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RingCentral Analytics

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Agent Analytics: Log Agent Queue Uptime

Show how many hours an agent was Active in the queue. It would be fantastic if we could actually set their individual hours somewhere so that I didn't have to do math / search on only those specific time frames but if it was simply "Amt of Hours w...
Josh Mathus 9 months ago in RingCentral Analytics 0 Under review

Live Reports : Need to widget to reflect multiple queues

Need there to be one widget that is reflecting more than one queue. Currently when a widget is created for Queue monitoring and Queue calls, you can only select one queue per widget and not multiple.
Stephanie Rensburg 9 months ago in RingCentral Analytics 0 Under review

View Caller ID and Talk Time on Live Reports

See the caller ID and current talk time of a call that is in progress so that we can monitor the current calls and see how long our staff has been on a current call
Jenny Remolacio about 1 year ago in RingCentral Analytics 0 Under review

Date and time format to match user account region

The account holder location (country of origin), should determine the format in which the data such as start time field, (the date and time stamp) in the performance reports is reflected. In Australia we use Australian English settings for all off...
Ziad Harach 5 months ago in RingCentral Analytics 0 Under review

Report from analytics that can be subscribed to that shows the calls of questionable quality.

This would be useful to single out the users with issues and narrow it down to what is causing the issues. This would allow records to be kept by admins so that causes for moderate to poor call quality can be monitored for each users having issues...
Harry Taylor 9 months ago in RingCentral Analytics 0 Under review

Allow data on abandoned calls to be downloadable along with the other call data

Right now, when I go to the performance reports section and download calls, the abandons are not being included. I want to be able to see and download the data on what the individual abandons were. This would be useful because it will allow analys...
Guest over 1 year ago in RingCentral Analytics 0 Under review

Measure of occupancy as a percentage

When selecting a user on the Audit section on reporting, we are able to view change of status' and log in times. For our app it shows "Accept all calls", "Do not accept any calls" and "Do not accept queue calls". From here we should be able to see...
Guest almost 2 years ago in RingCentral Analytics 1 Under review

adding a feature to see a fax Handshake

would love to be able to pull a report showing whether or not the connection to our faxes sent was made to the recipient.
Anthony Roberts 5 months ago in RingCentral Analytics 0 Under review

"Wrap up" status visibility

An additional status “wrap-up” for queue management. Now the Engineer is seen available, although he can’t receive calls 5mins after previous call because of wrap up settings in queue management. It would be nice to have wrap up status set automat...
Stephanie Rensburg 5 months ago in RingCentral Analytics 0 Under review

Add Speed of Answer to Performance Reports for Calls

We want to be able to calculate our service level (for example, we answer 90% of calls within 20 seconds) based on a certain time frame. To be able to do that, we need to see the time the call is answered or the speed of answer for each individual...
Maggie Hill 12 months ago in RingCentral Analytics 0 Under review