Skip to Main Content
Status Under review
Created by Karen Inman
Created on Feb 11, 2021

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't seem to get this level of detail on an export.

  • Jake Kirk
    Aug 26, 2021

    I'm analyzing our main line using the IVR and there are so many missed calls. The calls are being routed to the correct end user and either missed by them or goes to VM. The report shows this as a missed call on the main line. Being able to see where the call routed would help explain a missed call on the report.

  • Lawrence Gulliver
    Jun 7, 2021

    The information provided by an export from the Analytics Portal is woefully lacking, not even showing the user who picked up the call.

    The API provides far more information (arguably too much), but as far as I have been able to find does not provide the "time to answer" ie the duration the phone was ringing between IVR and a user picking up the call.

2 MERGED

Download Call Detail

Merged
An admin should be able to download a performance report that includes the detail of a call, ie. how long a caller was in queue and what agent received the call. Also, I would like to be able to have access to download Agent details available from...
Phonehub 1 - Potaia over 1 year ago in RingCentral Analytics 0 Under review
2 MERGED

Ability to Download Detailed Call Log

Merged
Inside https://analytics.ringcentral.com/ I have the ability to pull a report on a single number and when looking at that number I can see all the answered calls. When I click on that call I can see the complete queue of that call. The "Live Talk"...
Ben Hiler 11 months ago in RingCentral Admin Portal 1 Under review