RingCentral Analytics

Daily, weekly and monthly logs of all SMS sent by agents and who they are sent to is required for proper auditing and in order to avoid unwanted activities. Would like to print out SMS text messages. It would be nice to have a way to access the te...

Currently, there are only metrics around talk time or hold times, but no metrics on agent's phone status. There should be reporting on how long an agent's phone was in available, Do Not Disturb, or other statuses. This is an important metric for m...

Currently, customers have to copy and paste data from the QoS portal for each incident. Preferably, they would want to download the data.

Allow Queue Managers to Log Users in\out of a queue.

Currently, this is not on performance reports and its not feasible to sit and monitor manually how long someone has been on DND status. This is important to ensure agents are available and not on DND outside of management guidelines.

See when there is downtime

I've attached an example we are looking for. Peak hours month by month. We are looking to have an easy way to see where we need to resource our staff to best support our customers. As we are a technology solutions and service company for Retail an...

Be able to see what IVR key presses are being used for a site/branch within analytics site. Right now we have no way to track routing to shared que's from branches using it. i.e. caller pushes 2 on ivr, is routed to a large multi site que. i would...

adding a sound notification to alert of a call in queue would be great!

Would be useful to analyze phone trends and how usage has changed during the pandemic - so would be nice to see 2019 trends vs 2020, 2021