Adjustable Metrics in RingCX Analytics
Currently, metrics run on unclear definitions that make it challenging to know if what you're looking to report on is reflecting in the data referenced.
For instance, upon first glance at an Agent Conduct report, it looks like Avg Talk Time is the Talk Time divided by Agent Assigned vs "the average time customers spend on the phone connected to an agent or IVR. per call segment" (as defined by the glossary).
Customer should be able to change what data is referenced and have it show something like Talk Time divided by Agent Connected (excluding time in IVRs).
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Nicole
shared this idea
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This feature is already available in RCX Analytics: https://support.ringcentral.com/article-v2/Metrics-reference.html?brand=RingCentral&product=RingCX&language=en_US
