Call Logs: answer time on incoming calls

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  • Updated 4 years ago
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This conversation has been merged. Please reference the main conversation: RingCentral Contact Center

Hello everyone.
In order to keep track on the quality we are offering to our customers, we need to understand how long does it take to the operators to answer the calls from the moment the phone starts ringing.
This can probably be integrated with my previous request: Call log - Result field is "Missed" but phones don't even rang!
So what we would need is a field in the call log that says at what second the phone has been piked up and the actual conversation started, and not only the lenght of the call since it started in the system.
In short what we need is to log:
- when the call started and the length of it (as it happens already)
- at what second the phone start ringing (after the welcome message ended)
- at what second the phone ends ringing (because is picked up by the operator)

I hope I have been clear enough.
Do you have an idea of how long would it need to implement this? you probably already have the data, and just need to insert a new fields in the log menu.
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Davide Biasco

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Posted 4 years ago

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Davide Biasco

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Hello.
Any feedback about this? I mean, at least acknowledging that I made the request and give an answer, that could be an ETA or something like "we are not going to do this". Is just disappointing not to have any response.
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Mike, Official Rep

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Hello Davide Biasco ,

Sorry there's no guarantee if they will implement this, or any ETA if they decide. Our product team reviews all the idea topics here and tries to respond to as many as they can, and will then update the thread to; planned, not planned, under consideration etc.   Even if an idea gets marked as planned it could still be many months down the road as there a re constantly feature requests being planned out months in advance. 

Mike 
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Claudio (Customer)

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+1
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Mike, Official Rep

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Hello David, 

If it helps, our Contact Center product includes the details you listed above.  You can reach out to your account manager for more details to see if it's a good fit for your business. 

Mike 

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