Detailed QOS analytics/logs for inContact/IVR calls to RingCentral softphone app on PCs are not available

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Detailed QOS analytics/logs for inContact/IVR calls to RingCentral softphone app on PCs are not available.

This has been a long standing thorn on the side of the inContact/RingCentral integration.  RC touts strong analytics for call quality and logging for "ALL" RingCentral related calls (inbound/outbound).  However, it turns out that RC has NO records at all of calls routed to and from the inContact IVR.  For this information, details have to be obtained from inContact, and have to be done by calling tech support and looking at very specific contacts, etc.  This information is available and should be shared with RingCentral to provide the same level of detail as non-IVR calls.
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Bob Samson

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Posted 3 months ago

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