call recording

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  • Updated 1 year ago
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How can we get the recorded calls to reflect the hold time? Our agents  are graded on call discipline and this affects production.
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Natalie Derderian

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Posted 1 year ago

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Luke, U.S. Tier 1 Support

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Hi Natalie, I think I get the gist behind this idea but I'd love more insight on some specifics. Do you mean the call recordings as in the audio recordings of a call, or do you mean that you would like to have the information for how long a caller was on hold shown in the call logs and reports?
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Natalie Derderian

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Both.  It would be nice to see what the average hold time is from call log reports and also to give the proper credit to my agents for their call discipline. Without hold times, their "on the phone" time is cut immensely and it looks as though they did less work than what was actually done for that day.  We grade our agents on call discipline and if we cannot get this feature added, unfortunately we are going to look at other companies who can provide that for us. Please advise.  Thank you so much for your reply. 
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Luke, U.S. Tier 1 Support

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It turns out our call logs do not reflect a separate hold time, only the entire duration of the call. However, I think that's a great idea to incorporate this into our logs Natalie, I'm sure many of our other users would love it too!

I highly recommend making an idea post on this community site. If other RingCentral users also like this idea, they can vote on it. This is where many new features for our services can start out. We do have a helpful walkthrough page for submitting a new idea in the RingCentral community.
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Chris Duquette, Champion

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it may not be something i'd use all that much but it's still a great idea, just gotta get some more folks on board so we can keep the heat on RC to make it work.