RingCentral Analytics

We've found that when someone answers a call via call pick-up, doesn't get counted in Business Analytics/LOB. The addition of the metric would be useful because we can then see how department call pick-up groups are performing as a whole.

would it be possible to add user status of the user. to show if set to available or not available, off to lunch or in break in the columns portion when creating a widget. to monitor users status. User Status column option/when creating a new widge...

Would like to have a report to see what features users have enabled (such as auto-answer calls)

The callers dialed number should reflect both the number and name in the reports Example 877-842-3210 United Healthcare or Unknown, if its unknow, we shall able to add the name similar to Truecaller

There discrepancy between performance reports queue and users queue There are some that is matching on for the answered calls and the total calls if we add the number of transfer but there are some that the number of the answered calls versus the...

I would like to see the disconnect information in the QOS analytics reporting. This would be beneficial for troubleshooting issues. There is already a lot of data for the call. The disconnect information would further round out the call life cycle...

We have an area that receives calls that are handled through a Call Queue. The manager of the area wants to look at average call volumes to manage appropriate staffing. So, they want to look back over a period of weeks (e.g. last 12 weeks) and see...

Report showing when voicemails are received and outbound calls to the same number that left the voicemail. This would be a very helpful tool in managing employee response to voicemails.

We run a public transit agency with a dispatch center. We'd like to track calls that come in to a call queue between 8:00 p.m. and 7:59 a.m. by user. Currently, one must set the time from 8 pm to midnight and midnight to 7:59 am in two separate wi...

Hi, I am looking for a report with all the calls CONNECTED. As I have to do the analyses of number of people I spoke with to the number of matched candidates. I will really appreciate as this will give a more clear picture. Thanks, Lubna Ali Healt...