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Status Implemented
Categories RingCentral Analytics
Created by Vik Bhakta
Created on Apr 28, 2023

RELATED IDEAS

Add Handle Time and Answered to Outbound KPI

Hi, we're looking to submit feature requests for the following:

  1. KPI column for Outbound: Handle time

    • It seems like it's only tracking inbound handle time per call currently.

  2. Add #Answered to the Outbound column on performance reports.

    1. Its only available for inbound calls currently.

  • Post comment
  • Admin
    George Lu
    Reply
    |     May 18, 2023

    LOB Application should allow you create KPIs such as call length, outbound handle time, and answered outbound calls.

    This is our next gen Performance Reports application and will house new updates and features.

  • Vik Bhakta
    Reply
    |     May 18, 2023

    Outside of LOB analytics, is it possible to check via Performance KPIs so we can leverage the 'call length' KPI as well?

  • Admin
    George Lu
    Reply
    |     May 18, 2023

    Hello,

    This features is available as part of our Line Of Business applications which allows you to create custom KPIs