Description:

We received a customer request related to RingCX reporting, specifically regarding the ability to capture total hours/log-in time at the campaign level in the historical reports. Currently, they are utilizing the Daily Outbound Performance report, but while there is a breakdown of hours on an agent level, the customer is requesting an additional data point that aggregates these hours by campaign.

Use Case:
The customer needs visibility into total hours spent on a per-campaign basis for better campaign performance tracking and resource allocation. While agent-level hours are available, a campaign-level breakdown would provide a more comprehensive view of the time spent on specific campaigns without requiring manual aggregation.

Current Limitation:
Daily Outbound Performance and other historical reports focus on agent-level data for hours/log-in time.
There is currently no built-in functionality to automatically aggregate these hours at a campaign level within the historical reports.
Manual edits of existing reports do not provide an option to calculate or display total hours on a campaign basis.
Enhancement Request:
We propose the addition of a new metric in the Historical Reports section that calculates and displays Total Hours/Log-in Time at the campaign level. Specifically:

Add an Aggregated Field: Introduce a new field that sums the total log-in hours for all agents participating in a specific campaign.
Customizable Time Ranges: Ensure this field is available for daily, weekly, and monthly views in both pre-built and custom reports.
Compatibility with Existing Reports: This field should be integrated into key reports like Daily Outbound Performance and others that track campaign-based metrics, allowing customers to easily toggle between agent-level and campaign-level breakdowns.
Dashboard Support: Provide options for this data to be visualized in dashboards, offering real-time campaign management insights.
Impact:
Improved reporting accuracy for customers managing multiple campaigns.
Enhanced efficiency by removing the need for manual calculations and third-party tools.
More granular resource allocation insights for optimizing workforce management based on campaign performance.
Priority:
This feature is critical for customers managing large-scale outbound campaigns who require detailed time tracking across different campaign types. It will help in optimizing campaign management and resource allocation