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  1. Adjust how missed calls are categorized for group calls

    473 votes

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    60 comments  ·  Phone & Messaging » Call Queues  ·  Admin →
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    Kate commented  · 

    The analytics for RingCentral are a little vague. For Customer Service teams monitoring missed calls is essential. There needs to be a way to differentiate what calls are "missed" (IE the CS rep was available but didn't answer the phone/it rang through) and which calls the CS rep would not have been able to answer. IE calls missed when their extension is DND or on another phone call. These should not count against them as they would have no choice but to miss the call

  2. Ability to generate report that tracks an agents status throughout the day, like when they're available/not available/ on DND etc

    520 votes

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    Future Consideration  ·  82 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Kate commented  · 

    There needs to be a way to determine how long and how often each individual extension spends on DND. This report also needs to consider business hours as to not ding the individual for DND after hours

  3. Call Rotation Missed Call

    3 votes

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    Under Review  ·  0 comments  ·  Phone & Messaging » Application  ·  Admin →
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