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  1. I need my staff to be able to track their talk time LIVE throughout the day. We have always been able to do this before.

    5 votes

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    New  ·  2 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Rhiannon commented  · 

    My staff want to see their talk time in real time. It motivates them and keeps them on track

    Rhiannon supported this idea  · 

  2. Reports/Analytics: Detailed Data on What Happened in a Call Journey (Call Queue)

    57 votes

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    8 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Planned  ·  AdminGurpreet (Principal Product Manager, Platform, RingCentral) responded

    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.

    Rhiannon supported this idea  · 

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

    679 votes

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    Future Consideration  ·  106 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Rhiannon supported this idea  · 

  4. The ability to create a report from analytics to include total talk time instead of avg. talk.

    7 votes

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    New  ·  0 comments  ·  Analytics & Reporting » Live Reports  ·  Admin →
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    Rhiannon supported this idea  ·