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Settings and activity

7 results found

  1. Agent Activity Report

    22 votes

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    Future Consideration  ·  1 comment  ·  Analytics & Reporting » Other  ·  Admin →
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    Maggie supported this idea  · 

  2. Add Speed of Answer to Performance Reports for Calls

    9 votes

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    Under Review  ·  1 comment  ·  Analytics & Reporting » Other  ·  Admin →
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    Maggie shared this idea  · 

  3. Merge Calls in Mobile App and THEN be able to leave as the Host

    5 votes

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    Under Review  ·  0 comments  ·  Phone & Messaging » Application  ·  Admin →
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  4. HandOff Transfer Option

    5 votes

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    Under Review  ·  0 comments  ·  Phone & Messaging » Other  ·  Admin →
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  5. Ability to generate report that tracks an agents status throughout the day, like when they're available/not available/ on DND etc

    655 votes

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    Future Consideration  ·  103 comments  ·  Analytics & Reporting » Other  ·  Admin →
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  6. Add Call Phases to download report

    2 votes

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    Implemented  ·  0 comments  ·  Analytics & Reporting » Other  ·  Admin →
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  7. Analytics - IVR key presses as a KPI option

    38 votes

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    Future Consideration  ·  2 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Maggie commented  · 

    Either in RingCentral Analytics or the Detailed Call Log, it would be nice to see how the calls came through the IVR (not just by the group called). For example, it could be a column in the call log for Key Pressed to see volume and call traffic based on our IVR prompts.This would be helpful for us as we want to have specific key presses for our callers but several of the prompts can be sent to the same group so the volume can't be solely based on the group. This would help managers know what prompts are turning into volume for the group and how calls need to be routed in the future.