Overview
Currently, RingEX Analytics Performance Reports and Live Reports rely exclusively on a set of predefined columns. To enable deeper operational insights, more precise SLA tracking, and streamlined troubleshooting, we request the addition of six granular metrics/data points as optional, selectable columns in these reporting views.

Problem Statement
The existing predefined columns combine certain call states or omit unique identifiers, which limits supervisors and analysts from identifying exact bottlenecks (e.g., distinguishing IVR navigation time from queue wait time) or cross-referencing calls instantly using a unique session ID.

Proposed Solution
Introduce the following 6 additional columns to both historical Performance Reports and real-time Live Reports:

Ring / Queue Wait Time: The specific duration a call rings or sits in a queue before being answered by a live agent (excluding IVR navigation time).

IVR / Prompt Time: The total time a caller spends navigating the IVR menus or listening to prompts prior to entering a queue or routing to an extension.

Live Talk Time: The actual duration of active, live conversation between the customer and the agent (excluding hold and transfer times).

Hold Time: The cumulative duration the caller was placed on hold during the entire duration of the call.

Answered By: The name and/or extension number of the specific agent who ultimately accepted and answered the call.

Call / Session ID: The unique alphanumeric system identifier for the call, enabling immediate copy-pasting for troubleshooting or backend log lookups.

Business Value & Use Cases
Targeted Bottleneck Identification: Separating IVR Time from Queue Wait Time allows management to see if abandoned calls are due to confusing menus or actual agent shortages.

Enhanced Agent Coaching: Live Talk Time vs. Hold Time provides QA teams with an accurate look at how efficiently an agent handles a call without hold times skewing the data.

Accelerated Support & Troubleshooting: Having the Call/Session ID visible directly within the reports allows supervisors to quickly hand off problematic calls to IT/Support for deep log analysis without needing a separate CDR export.

Accountability: Answered By provides immediate visibility into call distribution and ownership straight from the report view.