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jake-moore avatar image
jake-moore asked ·

Change in historical reports? Under-reporting answered calls?

Was there a change in the reports function on Monday?  We aren't getting credit for answered calls in the report and my user activities are all near zero.  I can go through the call logs and see that we are answering about 200 calls a day as per our usual trend.  But the report shows much less.

I need accurate information to monitor employee performance!


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saadet.swift avatar image
saadet.swift answered ·
Hey Jake,

I know that there's been some quirky stuff going on with Reports lately. I would suggest opening a case so we can see what's going on

  
 
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oncallanswer avatar image
oncallanswer answered ·
I noticed this as well, I bill my clients per call so this makes it challenging. 
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john-marsiano avatar image
john-marsiano answered ·
I just left the Chat support and the status remains unchanged... from Ring Central Support, "We just got an update and we were informed that there's an on going issue with the Historical Reports" and "Currently, our product/platform specialists are working on it and there are several cases that were already escalated to them. By the time when it's resolved, you will be notified via email from the case that was submitted to them.".   And we wait...
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stolz answered ·
We are having issues with reports as well. We have a pending case and each time we call in to check the status, there is only an acknowledgement that there is an issue, that they are working on it and no ETA is available. This whole situation is disappointing, specially as the Product Manager for reports promised improved reporting three months: ago:  https://community.ringcentral.com/ringcentral/topics/user-activity-reports
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Coty Ross Williams avatar image
Coty Ross Williams answered ·
Having the same issue here. I was told by my rep, that I was "lucky" that this is just happening to me now. That other users have been having this issue for months. Terrible customer service response. I was also told that this fix could take 4 months! But, I can add on live reporting for only $25 per user per month! WHAT!? So, you are telling me, I can have what I am paying for alreday, if I pay for another feature? Pretty unhappy with Ring Central right now. 
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Hey Coty, I'm so sorry for that experience! Would you please email me at community.support@ringcentral.com with details of who you spoke with? 
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