Audit Trail & RingCentral Phone

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  • Updated 2 weeks ago
We use a US based Office Standard account with 82 digital lines.  We have a few customer service Call Queues serving each of our divisions incoming calls with 4-8 members in each.  We use Live Reports to monitor the Call Queues in real time.  We are looking for the historical data for when members log in and out of Call Queue (DND status change).  The Audit Trail feature is recording this information for DND status changes made on service.ringcentral.com, but not if the change was made via RingCentral Phone (Desktop).  Since most of the members are RingCentral Phone (Desktop) users, we are missing most of this type of data.  We would use this historical data to help understand/resolve sub-par service levels and to identify members who need additional coaching in Call Queue membership.
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Weber

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Posted 2 weeks ago

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