1305 results found

1. Better filtering for Notable Silence on calls

   Customer would like the ability to search for calls that have a filterable/defined instance of notable silence, but doesn't want to search based on Cumulative notable silence. In this example, customer would like to filter their calls for all calls that have an instance of more than 10 seconds of notable silence within the call, not 10 seconds of accumulated notable silence.

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2. Performance Reports - SLA calculation

   Issue:

   Managers using Performance Reports in the RingEX Analytics page have reported that queues with zero calls received are currently displayed with an SLA of 0%.

   When a queue has no calls received, there are also no calls answered, abandoned, or processed within or outside the SLA threshold. In this scenario, the SLA calculation effectively results in 0 ÷ 0, which mathematically has no defined result. However, the system currently displays the SLA as 0%.

   Business impact:

   Displaying 0% SLA for queues with no call activity negatively affects the overall SLA reporting for the department.

   Managers may interpret the 0% value as a failure to meet the SLA, even though the queue received no calls and therefore had no opportunity to meet or fail the SLA requirement.

   This can also skew aggregate or overall SLA percentages when zero-volume queues are included in the calculation, resulting in an inaccurate representation of the department's actual service-level performance.

   Expected improvement or behavior:

   When a queue receives zero calls during the selected reporting period, the system should not negatively impact the SLA calculation.

   The preferred behavior is for the queue to display an SLA of 100%, as there were no calls that failed to meet the SLA requirement.

   Alternatively, if 100% is not appropriate for a zero-volume queue, the system should display the SLA as N/A and exclude the queue from the overall SLA calculation.

   Most importantly, queues with zero eligible calls should not be treated as 0% SLA or negatively impact the department's overall SLA performance.

   Issue:

   Managers using Performance Reports in the RingEX Analytics page have reported that queues with zero calls received are currently displayed with an SLA of 0%.

   When a queue has no calls received, there are also no calls answered, abandoned, or processed within or outside the SLA threshold. In this scenario, the SLA calculation effectively results in 0 ÷ 0, which mathematically has no defined result. However, the system currently displays the SLA as 0%.

   Business impact:

   Displaying 0% SLA for queues with no call activity negatively affects the overall SLA reporting for the department.

   Managers may interpret the 0%… more

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3. Add alert option for call queue overload

   Add configurable alerts for call queue overload so administrators can define thresholds for when a queue requires additional staffing support. For example, trigger an alert when 3+ callers are waiting in a queue at the same time and/or when the longest wait time exceeds a defined number of minutes.

   Alerts should ideally be configurable by queue and delivered to selected users via desktop/mobile notification, SMS, or email.

   This would allow us to quickly initiate “all hands on deck” coverage during unexpected call surges rather than relying on someone to manually monitor the queue. It would also allow us to track how frequently these thresholds are reached so we can better understand peak demand and make data-driven staffing decisions.

   Add configurable alerts for call queue overload so administrators can define thresholds for when a queue requires additional staffing support. For example, trigger an alert when 3+ callers are waiting in a queue at the same time and/or when the longest wait time exceeds a defined number of minutes.

   Alerts should ideally be configurable by queue and delivered to selected users via desktop/mobile notification, SMS, or email.

   This would allow us to quickly initiate “all hands on deck” coverage during unexpected call surges rather than relying on someone to manually monitor the queue. It would also allow us to track… more

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4. Retrieve Call Logs of Deleted Users

   Request

   Provide administrators with the ability to retrieve or export call logs associated with users after the user has been deleted.

   Description

   Currently, once a user is deleted, their associated call history may no longer be accessible through the standard call log interface. This creates a significant challenge when administrators need to retrieve historical call information for auditing, reporting, compliance, or investigation purposes.

   The requested enhancement is to retain the call log records associated with deleted users and allow authorized administrators to search, view, and export those records.

   Requested Functionality
   Allow Super Admins or authorized administrators to search for deleted users.
   Provide access to the deleted user's historical call logs.
   Allow administrators to filter call records by the former user's name, extension, phone number, and date range.
   Allow the call logs to be exported for reporting and record-keeping.
   Preserve the association between the call records and the deleted user.
   Ideally, provide a defined retention period for deleted-user call history.
   Business Impact

   This functionality would help customers maintain historical records for:

   Auditing and compliance
   Legal and regulatory requests
   Customer disputes
   Employee activity verification
   Historical reporting and investigations

   As a workaround, customers can export call logs before deleting users, but this requires advance planning and does not help when a user has already been deleted.

   Priority

   High – Historical call records can be critical for compliance, legal, and operational purposes.

   Request

   Provide administrators with the ability to retrieve or export call logs associated with users after the user has been deleted.

   Description

   Currently, once a user is deleted, their associated call history may no longer be accessible through the standard call log interface. This creates a significant challenge when administrators need to retrieve historical call information for auditing, reporting, compliance, or investigation purposes.

   The requested enhancement is to retain the call log records associated with deleted users and allow authorized administrators to search, view, and export those records.

   Requested Functionality
   Allow Super Admins or authorized administrators to search for deleted… more

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5. Expanded Business Analytics Access for Call Queue Managers

   Description:
   Allow managers to access Business Analytics reports for users or call queues outside their assigned queue without requiring Super Admin privileges.

   Current Limitation:
   Only Super Admins have full visibility across all users. Managers are limited to the users within their assigned call queues.

   Requested Enhancement:
   Add more granular Business Analytics permissions so admins can grant managers broader or specific reporting access without giving them full Super Admin access.

   Benefit:
   This would allow managers to monitor multiple teams or queues while maintaining appropriate security and role-based access controls.

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6. Expanded Business Analytics Access for Call Queue Managers

   Feature Request Description

   We would like to request an enhancement to Business Analytics that allows administrators to grant managers access to analytics reports for users outside of their assigned call queue, without requiring them to have the Super Admin role.

   Currently, only Super Admins have full visibility and access to Business Analytics reports across all users. Managers assigned to specific call queues appear to have their visibility limited to the users within their assigned queue.

   Business Need

   Organizations often assign managers to specific call queues while still requiring them to monitor and analyze performance across multiple teams, queues, or users. Requiring a manager to have Super Admin access solely for reporting purposes may provide more administrative privileges than necessary.

   A more flexible permission model would allow organizations to maintain appropriate administrative controls while giving managers the reporting visibility they need to perform their responsibilities.

   Requested Enhancement

   Please consider adding a Business Analytics permission that allows administrators to:

   Grant managers access to Business Analytics reports beyond their assigned call queue.
   Select specific call queues, users, departments, or groups that a manager can view.
   Allow managers to have broader read-only analytics access without granting full Super Admin privileges.
   Maintain the existing role and administrative restrictions while providing more granular analytics permissions.
   Example Use Case

   A manager is assigned to Call Queue A, but they are also responsible for monitoring the performance of Call Queues B and C. They need access to Business Analytics reports for agents across all three queues.

   Under the current permissions, the manager may need Super Admin access to obtain this broader visibility. This creates an unnecessary gap between the manager's operational responsibilities and the available reporting permissions.

   Expected Benefit

   Providing granular Business Analytics permissions would:

   Give managers the visibility needed to effectively manage their teams.
   Reduce the need to assign Super Admin privileges solely for reporting purposes.
   Improve security by supporting the principle of least privilege.
   Provide organizations with greater flexibility when configuring roles and reporting access.
   Make Business Analytics more useful for organizations with multiple call queues and management teams.
   Suggested Feature

   Introduce a custom Business Analytics access/visibility permission that can be assigned independently from the Super Admin role, allowing administrators to define the scope of reports a manager can access.

   Feature Request Description

   We would like to request an enhancement to Business Analytics that allows administrators to grant managers access to analytics reports for users outside of their assigned call queue, without requiring them to have the Super Admin role.

   Currently, only Super Admins have full visibility and access to Business Analytics reports across all users. Managers assigned to specific call queues appear to have their visibility limited to the users within their assigned queue.

   Business Need

   Organizations often assign managers to specific call queues while still requiring them to monitor and analyze performance across multiple teams, queues, or users.… more

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7. Filter Agents on Live Reports, not based on call queues

   I've built a leaderboard in Live Reports but I only want to see specific users from a specific queue. I would like to be able to select which agents appear on these live reports and not base it off call queue group.

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8. Please add an 'Available Time' / 'Unavailable Time' metric to the Agent Details widget, showing total time in each status per agent per day.
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9. Match HUD and Live Reports status

   Match HUD and Live Reports status

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10. Multi-Select Extensions for Call Log Filtering and Reporting

    Ability to Filter Call Logs by Multiple Extensions and Generate IVR External Routing Reports

    Description:
    Currently, the Admin Portal only allows administrators to select one IVR, Call Queue, User, Group, or AI Receptionist at a time when filtering call logs.

    We would like to request an enhancement that allows administrators to select multiple extensions/entities simultaneously when reviewing call logs.

    Requested Enhancement:

    Allow users to select multiple:
    IVRs
    Call Queues
    User extensions
    Groups
    AI Receptionist extensions
    Allow multiple selections within the same call-log report instead of requiring administrators to run separate reports for each extension.
    Support reporting periods of at least 30 days and 60 days.

    Business Use Case:
    The customer has multiple IVRs configured with Business Hours. In some IVRs, callers can press a key that routes the call to an external phone number.

    The customer needs to review all applicable IVRs at once and determine:

    How many calls entered each IVR.
    How many callers selected the option that routes to an external number.
    Which IVR routed the call externally.
    The destination external number, where available.
    The total number of calls routed externally during the selected reporting period.

    Example:
    Instead of running individual reports for IVR 101, IVR 102, IVR 103, etc., the administrator should be able to select multiple IVRs and generate one consolidated report covering all selected IVRs.

    Requested Reporting Period:
    At minimum, support 30-day and 60-day reporting periods, with the ability to select a custom date range where supported.

    Expected Benefit:
    This enhancement would significantly reduce the time required for administrators to audit IVR call routing and provide a consolidated view of calls that are transferred or routed to external numbers. It would also improve reporting, monitoring, and operational analysis across multiple IVRs, Call Queues, Users, Groups, and AI Receptionist configurations.

    Ability to Filter Call Logs by Multiple Extensions and Generate IVR External Routing Reports

    Description:
    Currently, the Admin Portal only allows administrators to select one IVR, Call Queue, User, Group, or AI Receptionist at a time when filtering call logs.

    We would like to request an enhancement that allows administrators to select multiple extensions/entities simultaneously when reviewing call logs.

    Requested Enhancement:

    Allow users to select multiple:
    IVRs
    Call Queues
    User extensions
    Groups
    AI Receptionist extensions
    Allow multiple selections within the same call-log report instead of requiring administrators to run separate reports for each extension.
    Support reporting periods of at least… more

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11. For Live Reports- Limit on who can see which dashboard.

    It will be ideal if I can decide which live report license user can see which dashboard. It's not ideal when other department supervisors/users can view another departments call volume and users. This causes hostility and potential HR issues.

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12. Add more options to BA Pro for tracking department/teams for reporting purposes

    Add more options to BA Pro for tracking department/teams for reporting purposes, similar to what is already available in performance reports, department level in both the rows and columns is needed for groupings

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13. Agent-Level Read-Only Real-Time Queue Statistics

    Summary:
    Request the ability for RingCX agents to view real-time queue statistics without requiring Supervisor or Analytics permissions.

    Business Need:
    Our "Contractor Care" group agents need visibility into their queue activity while they are logged in. Specifically, they need to see:

    Which agents are currently logged into and available within their queue.
    The current number of calls waiting in the queue.
    Basic real-time queue status to help manage expectations and improve team coordination.

    Current Limitation:
    Today, this information is only available by granting Supervisor or Analytics access and creating Real-Time Widgets. This requires elevated permissions that also provide access to administrative functions and configurations, which we do not want agents to have.

    Requested Enhancement:
    Introduce an agent-level, read-only permission that allows agents to view predefined real-time queue statistics for only the queues to which they belong. This should not allow:

    Access to Supervisor features.
    Access to Analytics configuration or widget creation.
    Access to queue administration or any other Contact Center configuration.

    Expected Benefit:
    This enhancement would improve agent awareness of queue conditions, reduce the need to involve supervisors for basic queue status, and enable organizations to provide operational visibility while maintaining the principle of least privilege and protecting administrative settings.

    Summary:
    Request the ability for RingCX agents to view real-time queue statistics without requiring Supervisor or Analytics permissions.

    Business Need:
    Our "Contractor Care" group agents need visibility into their queue activity while they are logged in. Specifically, they need to see:

    Which agents are currently logged into and available within their queue.
    The current number of calls waiting in the queue.
    Basic real-time queue status to help manage expectations and improve team coordination.

    Current Limitation:
    Today, this information is only available by granting Supervisor or Analytics access and creating Real-Time Widgets. This requires elevated permissions that also provide access to… more

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14. The Devices section under Analytics > Rooms & Devices needs to have a tab that shows the current firmware version installed on the device.

    Currently, administrators do not have a quick, centralized way to check the firmware versions of their deployed hardware. To improve troubleshooting and device management, the Devices section under Analytics > Rooms & Devices needs to include a dedicated tab or column that shows the current firmware version installed on each device. Adding this visibility would allow admins to easily identify outdated hardware, ensure all systems are running the latest updates, and streamline their fleet management process without having to inspect each device individually.

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15. Business Analytic Subscription reports > Generate Now button

    For scheduled reports that are set to send to multiple recipients at a set time of the day/week, it is possible to add a button under Analytics & Logs > Analytics > Performance reports > Subscriptions to generate and send the report immediately.

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16. Include Conference Call Talk Time and Call Segment in Business Analytics

    Summary: Business Analytics currently does not display the actual conference call talk time or call segment for users who host conference calls, even though the conference call details and durations are correctly displayed in the Call Log.

    For example, a user hosted an outbound conference call lasting approximately 1 hour and 20 minutes. The Call Log correctly displays the three conference call legs with their corresponding durations; however, the conference talk time is not reflected in Outbound Sum or Live Talk (Call Segment) in Business Analytics. This results in a discrepancy between the Call Log and Business Analytics reporting.

    Requested Enhancement: Enhance Business Analytics to include conference call talk time and call segments in user metrics, or provide a dedicated conference call metric/report so that Business Analytics accurately reflects user activity and aligns with Call Log data.

    Business Impact: Organizations that rely on Business Analytics for productivity and performance reporting receive incomplete metrics for users who regularly host conference calls. This creates inconsistencies between Business Analytics and the Call Log, making it difficult to accurately measure user activity and reconcile reports.

    Summary: Business Analytics currently does not display the actual conference call talk time or call segment for users who host conference calls, even though the conference call details and durations are correctly displayed in the Call Log.

    For example, a user hosted an outbound conference call lasting approximately 1 hour and 20 minutes. The Call Log correctly displays the three conference call legs with their corresponding durations; however, the conference talk time is not reflected in Outbound Sum or Live Talk (Call Segment) in Business Analytics. This results in a discrepancy between the Call Log and Business Analytics reporting.

    Requested… more

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17. Preserve SMART ACR Consent Rules Across Call Park & Retrieve

    🛑 Problem Statement & Admin Portal Gap
    When an automatic call recording rule (SMART ACR) suppresses recording due to two-party consent regulations (e.g., California state law), parking and retrieving the call breaks the consent rule, causing unconsented automatic recording to initiate.

    🔍 Root Cause & Admin Portal Limitation
    Observed Behavior:

    A call connects to a number in a two-party consent state; SMART ACR correctly disables automatic recording.

    The call is placed on a Park Location / Extension.

    Upon retrieving the call, the system initiates a new recording session based on default ACR settings, overriding the original SMART ACR suppression.

    Admin Portal Gap:
    Currently, administrators cannot configure SMART ACR settings for Park Location extensions.

    Navigation Path: Auto Receptionist > General Settings > Main Site > Call Recording > Automatic Call Recording > Extensions to Record

    The Gap: Park Extensions are missing from the "Extensions to Record" list. Because SMART ACR rules cannot be explicitly assigned or applied to Park Extensions, the system fails to maintain two-party consent rules once the call is parked and retrieved.

    💡 Proposed Solution
    Ensure SMART ACR rules either persist across call actions or can be explicitly applied to Park Locations in the Admin Portal:

    Session Context Persistence (Recommended): Update system logic so that parked calls inherit and preserve the original session's SMART ACR policy upon retrieval, preventing unconsented recording regardless of the Park Extension's settings.

    Admin Portal UI Enhancement: Add Call Park Extensions to the list of selectable extensions under Extensions to Record in the SMART ACR settings, allowing admins to explicitly enforce consent policies on parked calls.

    Business & Legal Impact
    Legal Risk: Unintentional recording of calls involving two-party consent jurisdictions creates significant exposure under state privacy laws.

    Compliance Assurance: Prevents accidental, illegal recordings during complex call transfers and parks.

    Admin Control: Gives system administrators full visibility and control over recording policies across all extension types, including Park Locations.

    🛑 Problem Statement & Admin Portal Gap
    When an automatic call recording rule (SMART ACR) suppresses recording due to two-party consent regulations (e.g., California state law), parking and retrieving the call breaks the consent rule, causing unconsented automatic recording to initiate.

    🔍 Root Cause & Admin Portal Limitation
    Observed Behavior:

    A call connects to a number in a two-party consent state; SMART ACR correctly disables automatic recording.

    The call is placed on a Park Location / Extension.

    Upon retrieving the call, the system initiates a new recording session based on default ACR settings, overriding the original SMART ACR suppression.

    Admin… more

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18. Add Support Documentation Link to Info Icon Beside "Smart ACR" Option

    Provide admins with direct access to detailed documentation regarding Automatic Call Recording (ACR) compliance and two-party notification by linking the support documentation to the information icon (i) adjacent to the Smart ACR option in the Admin Portal.

    Administrators configuring Automatic Call Recording often need clarification regarding two-party notification requirements, legal compliance, and operational behavior. Currently, admins must search external documentation manually to find details on how two-party notification works with Smart ACR, leading to misconfigurations or unnecessary support tickets.

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19. Performance Reports: Queues and Users

    For the Performance Reports, the # Answered count in the Queue report does not match the Total Calls in the User report. It is difficult to determine the true count if the 2 reports don't match.

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20. Track Transferred Calls in Analytics

    We've created a call queue called "Overflow" that is used whenever no employees are available to answer calls on our main line. This queue includes multiple teams, ensuring that someone is always available to answer the call and take a message.

    The issue is that, in our analytics, calls transferred from the main line to the Overflow queue are recorded as missed calls on the main line, even though they were successfully answered by someone in the Overflow queue. This makes our missed call statistics inaccurate.

    It would be very helpful to have an analytics feature that tracks calls transferred between queues. For example, we'd like to see how many calls were transferred from Line A to Line B, along with whether those transferred calls were ultimately answered or missed.

    This would provide a much more accurate representation of our call handling performance and help us better evaluate staffing and service levels.

    We've created a call queue called "Overflow" that is used whenever no employees are available to answer calls on our main line. This queue includes multiple teams, ensuring that someone is always available to answer the call and take a message.

    The issue is that, in our analytics, calls transferred from the main line to the Overflow queue are recorded as missed calls on the main line, even though they were successfully answered by someone in the Overflow queue. This makes our missed call statistics inaccurate.

    It would be very helpful to have an analytics feature that tracks calls transferred… more

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