Feature Request for RingCX Platform:

Request Summary:
The customer has requested the capability to generate a comprehensive report within the RingCX Analytics Dashboard that includes the following key performance indicators (KPIs):

Dialing time – Total time agents spend dialing numbers.
Number of calls – The aggregate count of outbound and inbound calls made by agents.
Number of appointments set – The total number of successful appointments or meetings scheduled as a result of agent interactions.
Number of contacts – The total number of unique contacts reached during the reporting period.
Number of interactions – A breakdown of all communication interactions across multiple channels (voice, messaging, and email).
Break time – Time agents spend on breaks during their shifts.
Use Case:
The customer requires these KPIs to be available in a unified, customizable report to optimize workforce performance and improve operational visibility. By monitoring metrics such as dialing time, number of contacts, and break time, they aim to better understand agent productivity, track customer interaction efficiency, and ensure adherence to performance standards.

This feature would enable real-time tracking and historical analysis, allowing supervisors to adjust call strategies and shift structures in response to data trends. The need for such insights is crucial to maintaining high levels of customer satisfaction and operational efficiency.

Benefits:

Enhanced Agent Performance Management: Tracking KPIs like dialing time, number of calls, and break time can help management optimize workflows, identify areas for improvement, and maximize agent output.
Improved Customer Engagement: With visibility into the number of appointments set and total contacts reached, the customer can refine outreach strategies to boost customer engagement and conversion rates.
Comprehensive Reporting: Consolidating all relevant KPIs into a single report allows for easy analysis, reducing the need for manual data aggregation from multiple sources and enhancing the decision-making process.
Customizable Dashboard: The ability to customize reports and dashboards to track these specific metrics will provide the customer with tailored insights that align with their business objectives.