Settings and activity
17 results found
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1 vote
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Zyanya
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3 votesZyanya
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4 votesZyanya
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2 votesZyanya
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3 votesZyanya
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11 votesZyanya
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58 votes
Detailed visual Call Journey view for each and every call is going to be implemented in Business Analytics - Call Records widget where for CQ calls, you can expand the entire journey in a separate window and can see all the call legs and times, etc.
But this will be part of Business Analytics Pro tier, and not Essentials. For essentials, it will be a non visual way of showing all call legs between different extensions.
Zyanya
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49 votesZyanya
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67 votes
We have this problem in performance reports, but this is no more a problem in Business Analytics since Jan 2026.
In Business Analytics, we have a separate Call Result for Abandoned, Missed with VoiceMail, Missed without Voicemail, and Answered Elsewhere (for simultaneous ringing) w.r.t user dimension.
We have a BA dictionary explaining this -https://support.ringcentral.com/article-v2/Business-Analytics-data-dictionary.html?brand=RingCentral&product=RingEX&language=en_US
and soon in a couple of weeks we will publish a detailed knowledge base article on how to check metrics in business analytics and filter "answered elsewhere" calls.
Zyanya
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100 votes
Performance reports are old legacy reports, which will pave way to business analytics. In business analytics, we have call records, and we will see if we can align call records with call logs.
Zyanya
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34 votesZyanya
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52 votesZyanya
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45 votesZyanya
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73 votesZyanya
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64 votesZyanya
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679 votes
An error occurred while saving the comment Zyanya
commented
Please add a report on the live dashboard and the performance reports so we can be able to see the agents ACD status updates for example, we need to be able to see if they set themselves away on break, lunch, bathroom, call work and its ideal to know how long they are on each status for. Please add soon!
Zyanya
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26 votes
An error occurred while saving the comment Zyanya
commented
I agree with Hannah's idea! The performance report for the refused/missed calls is too vague and it leaves too many discrepancies. Please add this feature soon!
Zyanya
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We need to have the transcripts of all calls inbound and outbound when using the Yealink desktop phones or the ring central app. We need it for both and right now it only saves the transcripts for some calls but not the other. Please fix this at soon as possible as this is critical for our business.