Community Ideas

Welcome! We're glad you're here.

In the Ideas Portal, we encourage you to share your ideas and feature improvements for RingCentral products. Whether you're an admin supporting your whole team on the RingCentral app, an employee attending meetings with RingCentral Video, or a developer using integrations, we want to hear from you!

You're invited to browse existing ideas, vote on features you would like to see, and leave comments sharing your use case.

We've put together a helpful guide for getting the most out of Submitting and Voting for Product Ideas.

We can't wait to hear your bright ideas!

Allow Super Admin Users to Manage What Counts as an Abandoned Call

Right now administrators do not have a way to change what inbound call parameters will count as an Abandoned call. When running reports, this can be misleading when, for instance, a caller that left a voicemail would not be counted as "abandoned" in the company metrics.

  • Michael Tripodo
  • Aug 21 2020
  • Planned
Product Line RingCentral Analytics
  • Attach files
  • Guest commented
    24 Aug 07:09pm

    Absolutely required. I cannot believe this does not exist already. From a reporting standpoint, unanswered both calls during and outside business hours are recorded as abandoned. This makes no sense. A missed call during business hours and a missed call outside business hours are not the same at all.

  • Guest commented
    29 Mar 10:42pm

    This is absolutely necessary to provide data clarity. miscounting in the data is a serious problem for operational performance management.

  • Michelle Kissane commented
    29 Mar 10:37pm

    The Abandon metric is fairly critical when evaluating reporting relating to incoming calls and for it to be as ambiguous as this is concerning. On a test call to a call queue/ hunt group it overflowed to our CC and was answered. This was captured as both answered and abandoned on the dashboard widget, so the ability for the system to read it was answered in the overflow exists, just need the abandon rate formula to be a bit more advanced and pick this up too.

  • Kenneth Hollins commented
    29 Mar 02:12pm

    Or, if the call rolls over to an 'overflow' group, it should not be considered 'Abandoned' when it rolls over.