User Settings: need hold times

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  • Updated 3 months ago
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Hi guys, 

Can you please add Idle and hold time for each extension?

We really need it in assessing our employees utilization.
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jane

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Posted 4 years ago

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Mike Holden

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We must have this too. I just chatted with RC and it is still unavailable. We will have to get a new phone system over it and I told them. She just closed the chat with no reply. You would think they would at least contact us. I'm not even sure with whom I could contact, like an account manager. I think our account manager is a sales person. I have better luck resolving issues here.

Thanks for letting me vent,

Mike
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Mike, Official Rep

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Hello Mike,  I'm sorry about the chat experience, but if you still need help, please reply to me here, or create a new post, and I'll be happy to help you out. 

Mike 
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Mike Holden

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Thanks for your concern. I am very satisfied with the chat help; however, we are frustrated by the lack of key features that are needed to move the business forward.

I mean, I see the seperation between the meaning of "Account Managers" and "Technical Support". Account Managers are there to help sell you new features to add that will move your business forward. Technical support is there to help you with the ensuing technical problems of these new features.

I actually tried chat again stating the same issue of "no available hold time duration reporting" and found out something somewhat helpful.

If one goes to reports\User Activity (click on users to highlight)\Export\Data\Underlying\Check Show All Columns and then look at the 65th column and you will notice a heading titled "hold duration" and see that all fields are "Null"; Null means unavailable. Why do they even have this column? Why can't they just activate it? The lack of this one little report feature means we must sever our relationship with RC and get another phone system. Actually, only allowing 10 in a Que sounds another death knell.

I know that "the needs of the many far outweigh the needs of the few", and few are asking for this feature, only three here in this post.

We are taking it is as RC is not for call center operations, at least not growing ones.
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Mike, Official Rep

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Hello Mike,   I just wanted to let you know I'm looking into this. I'm not sure if that is for a coming soon feature, or if something is broken. It doesn't make sense to have it here if it's not working, but I'll find out and update this thread as soon as I hear back from the developers. 
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Claudio (Customer)

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This is a good request.
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Meredith Kinney, Champion

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I think this would be helpful as we are a large clinic and seem to only get calls into clinic where the patient is placed "on hold" for a really long time (even though we have set hold times scheduled)
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Nigel Ellis

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We also need this feature.  We need to see hold times for call ques as well.  We are a growing call center and need the ability to know if a customer has held for too long. If so we can get other employees on the que to take care of the customer. If we can't see how long callers have been on hold or how many are on hold, its impossible to provide excellent customer service. Please get this feature ASAP!
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RC-Installer, Champion

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RingCentral Contact center has what you need.

Chuck
Certified RC Installer
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Nigel Ellis

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I'm not sure what this means. Are you replying to my comment?  I can see how many members are in the que, and there status. But I can't see how many customers are holding and how long they have held for.
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RC-Installer, Champion

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Sorry, for being brief

The more advanced features of Call center phone needs are in the Ring Central contact center offering.   The call queues that are given to us in the standard packages do not have all the features that a call center would need.  Some but not all...

so I was saying if you are growing you may want to look at Contact center to understand the additional features and costs to give you what you need.

Does that help?

Chuck
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Melissa Roberson

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This is not a good solution because Contact Center is extremely expensive and the features we're asking for are simple. If you can have this data in the live reporting feature, I don't understand why I can't also pull it in the historical data. The information is already there-you're just not allowing us to access it for the purpose of SLAs.
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SUPPORT

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This reply was created from a merged topic originally titled Ability To Include Hold Times In Recorded Calls.

Hi,  call recording does not record hold time. Either you put a customer on hold for 10 mins or 50 mins, it shows or play only 2 second. I raised to technical team and they ask me to escalate to development team to add this feature. So I request this is most important feature you should add in the ringcentral account as we have to maintain quality on service call because if customer may stay on hold for 30 minutes, it cause a big issue for my process quality 
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Paul

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This reply was created from a merged topic originally titled Track calls placed on hold in reports.

1.US

2. Repossession/forwarding company.

3. When running a report we would to be able to track calls placed on hold and there hold time. It has come up with clients/customers calling in that they are being placed on hold for long periods of time until they have to hang up and call back again. With this not being able currently be tracked, we can't confirm or run stats on average hold times etc... 

4. A typical scenario would be a customer calls in to redeem their vehicle and gives there information. The agent puts them on hold while they look up the account or tries to find an answer to a question they may have. So when we have our weekly automated reports sent out to managers, we would like to be able to track hold times also.

5. Benefits of the feature are pulling more precise phone stats for agents and making sure customers are not waiting on hold for long periods of time and being able to verify or put a number to how long their hold time was.

7. We are multi-company business. Seven businesses operated separately, but owned by the same people. We currently have Ring Central in two locations and are in the setup process of the third. About 500 employees or so total. 
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Haldey

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Measuring Hold time is the one of the most important features any call center requires, i can give you few reasons:

1: Main KPI for 99% of call centers is AHT and AHT is calculated (Talk Time + Hold Time + ACW Time)/ Answered calls.

2: Hold time is one of the most used ways to avoid calls, place customer on hold since the beginning of the call until they hang up, without any alert in your reports that you see how long each call is placed on hold, your reps can easily place hundreds of customers on hold, if you get thousands of calls per day than only 10% of your calls are suffering this call avoidance and you might audit maybe 15% of your calls, you must be lucky to catch one of those but if you could just go to your report and sorted out by highest hold time then you can identify this bad behavior right away.

3: Hold Time is the easiest way to also point out reps with product knowledge, a rep who is excessively placing customers on hold is a rep who has big knowledge or skill gap and it requires extra support (coaching, training or even relocation of duty) again, without being able to sort out by hold time, you will never see these issues clearly.

Please turn on hold time option in your reporting.
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Jeff Stern, Employee

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Hi Haldey,

  I am the product manager for reporting and analytics. at Ring Central  We are releasing new reports in early Q2 with many more KPIs.  Leading up to this release we are running a beta to allow customers access to reports as they are developed and give feedback, in essence build the reports together.  The current beta reports that are already available include hold and a number of other KPIs as well as a new interface.  I would be happy to meet with you and  explain what is available in beta and what will be in the final release and offer you the option of joining the beta. 

Please let me know if you want to meet, I would be happy to help out if i can.

Regards,
  Jeff
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Haldey

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Hi Jeff,

Yes, we'd love to be part of your beta, please let me know how and when we can meet.

Thanks!
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Nigel Ellis

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Jeff, I would also like to meet about testing this beta program. I need more information on my live hold times.  I would like to see at any time how many people are currently on hold and how long they have been holding for. Will this beta help with that?
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Jeff Stern, Employee

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These are historical reports that will show the data historically.. To get real time info that would be part of our live reports solution.
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Susan

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Hello Jeff, thank you for the information you've provided in this discussion. Are the new reports still scheduled to be released early Q2?

Will hold time data be added to the current (detailed) Call Log records, and/or available through a new reporting feature?

Thanks in advance for the update.
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Jeff Stern, Employee

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Hey - Glad to see the interest in the beta.. Please email me at :  NGReportsBeta@ringcentral.com and give me some time periods that you are available to talk and I will gladly set up a meeting to  answer all your questions and explain how to get involved in the beta.

Thanks,
  Jeff

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Tim Coulter

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Would the new ability to monitor time spent on hold include time calls are parked? With up to 5 minutes per park we'd need to capture both hold time and park time ourselves - ideally a report showing both sets of data and a total. 
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KIG Support

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This reply was created from a merged topic originally titled Ability to review call statistics relating to inbound caller "On Hold" time.

Call Statistics for Inbound Caller On Hold duration.  We would like to pull a report showing total hold times for inbound callers either in the queue, or total while in the call.