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

    677 votes

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    Future Consideration  ·  106 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Orlando commented  · 

    Should allow agent to put themselves out of the call que by entering different status such as " case work" not ready bathroom etc . lunch break. if a call is not answered also puts them out of the call que RONA=Number of calls that have been Redirected On No Answer in the reporting interval.

    Orlando supported this idea  · 

  2. Call should not be detected as missed if it was answered elsewhere

    66 votes

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    3 comments  ·  Analytics & Reporting » LOB  ·  Admin →
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    Implemented  ·  AdminGurpreet (Principal Product Manager, Platform, RingCentral) responded

    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.

    Orlando supported this idea  · 

  3. Have a report which shows all uses who have a divert on their phone

    33 votes

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    New  ·  0 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Orlando supported this idea  ·