209 results found

1. Quality of Service (QoS) Portal for RingCX Calls

   Implementing a Quality of Service (QoS) Portal in RingCX would allow visibility into whether call quality issues originate from the agent’s side or the caller’s side.

   80 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Under Review  ·  15 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

2. Ability to see the weighted mean on Real Time Dashboards

   Ability to see the weighted mean on Real Time Dashboards
   Currently, on the Total Row in the Real Time Dashboard, if the data is regarding Average SOA or Average Queue, it only calculates by adding the Average SOA per queue then dividing it by the total number of queues disregarding the amount of calls answered by each queue. It would be benificial to change the logic to weighted mean for data that involves average.

   15 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

3. Dispositions

   Complete tally of all Dispositions per Agent. Please list all Dispositions in the Analytics>Historical Report>Standard>Dispositions>Agent Disposition. Currently, it is only showing the ones the agent is been using, we would like also to have the data of the ones the agent is not using.

   13 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

4. Ability to back-up/export and Import/restore a RealTime Dashboard/Wallboard

   I have a wallboard that took quite a while to develop and perfect and get sign-off on, and it's attached to an admin user that RC wants to remove and re-create to solve a different issue.

   There is currently no way to back-up/restore a realtime dashboard/wallboard.

   Because of a hierarchy issue, my user cannot even "share" the dashboard with another active admin (related to the issue causing the remove/re-create situation)

   Other areas in CX solved this by allowing export to JSON etc. Please add a backup option.

   8 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

5. View Ring CX Realtime dashboards in minutes and seconds.

   Some supervisors have requested that the Realtime inbound display dashboard shows queue times in minutes and seconds (MM:SS) rather than just seconds to make viewing these at a glance simpler.

   Max Q, Avg Q etc.

   •  

   101 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Implemented  ·  7 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

6. Next Dial Time Report in RingCX

   Summary
   Introduce a report or dashboard view that predicts the number of outbound dial attempts expected for each campaign on a given day, based on the current lead pool and retry logic. This would provide campaign managers with a concise forecast of dialing activity per campaign and help with operational planning.

   Problem Statement
   Currently, the system provides the Next Dial Time field at the lead level, which indicates the timestamp for the next scheduled attempt based on dispositions, retry rules, and timezone settings. However, there is no aggregated view that summarizes these upcoming dial attempts at the campaign level.

   Operational teams must manually analyze lead-level data or estimate dialing volume, which is inefficient and often inaccurate. A campaign-level forecast of expected dialing activity would significantly improve visibility and planning.

   Proposed Solution
   Create a report or analytics view that aggregates upcoming dial attempts across all leads within each campaign and forecasts the expected dialing activity for a selected timeframe (e.g., current day). The report should provide visibility into the expected number of dial attempts and the number of unique leads scheduled to be contacted.

   Business Impact

   Enables better workforce planning by forecasting dialing demand.
   Improves campaign management by providing visibility into expected dialing volume.
   Reduces manual analysis of lead-level data.
   Helps operations teams align agent staffing with projected campaign activity.

   Summary
   Introduce a report or dashboard view that predicts the number of outbound dial attempts expected for each campaign on a given day, based on the current lead pool and retry logic. This would provide campaign managers with a concise forecast of dialing activity per campaign and help with operational planning.

   Problem Statement
   Currently, the system provides the Next Dial Time field at the lead level, which indicates the timestamp for the next scheduled attempt based on dispositions, retry rules, and timezone settings. However, there is no aggregated view that summarizes these upcoming dial attempts at the campaign level.

   Operational… more

   9 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

7. Timezone option for Historical Reports

   RingCX Analytics, need an option to Historical reports to change the timezone on a report.

   8 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

8. transfer

   Include Agent Name on Transfer Segment in Interaction Details Report

   Request Summary:
   When an agent initiates a transfer (especially a warm transfer) during an active call, the Interaction Details Report splits the call into two segments under the same UII. However, the second segment (the transfer attempt) does not display the agent name, resulting in incomplete data when filtering by agent in the report. The customer requests that the agent name be captured for all segments of a call—including transfer attempts—to ensure accurate reporting.

   ---

   Current Behavior:
   • The agent's name is shown for the initial (inbound) segment.
   • During a transfer attempt, the second segment is created but shows Agent Name = N/A.
   • As a result, when filtered by agent, the report omits the transfer segment—causing data discrepancies.

   ---

   Expected Behavior:
   • Both the original and the transfer segments of the interaction should capture and display the initiating agent's name.
   • Filtering the Interaction Details Report by agent should include all call segments initiated by that agent, including canceled or completed transfer attempts.

   ---

   Business Impact:
   • The customer relies heavily on the Interaction Details Report to track individual agent activity.
   • Missing agent data on transfer segments leads to inaccurate call metrics, causing confusion and a lack of confidence in reporting.
   • For instance, OB calls made during active IB calls are not tracked properly, resulting in agent performance being under- or over-represented.

   ---

   Use Case Reproduction (as demonstrated by customer):
   1. Agent places outbound call (OB) to their own cell.
   2. While on call, agent clicks Transfer, dials another number, connects, then cancels the transfer.
   3. Interaction Details shows:
   o 2 call segments (same UII),
   o 1st segment: agent name populated,
   o 2nd segment: agent name = N/A.
   4. Filtering by agent omits the 2nd segment entirely.

   ---

   Supporting Evidence:
   • Multiple test scenarios (UIIs included in case notes).
   • Screenshots, spreadsheets, and logs attached to Case 27382978.
   • Customer provided 4-page Excel document showing discrepancies between reports.
   • Customer's updated report (“Updated Agent Activity Report: Daily”) does not fix the issue due to missing agent name in core data.

   ---

   Requested Solution:
   Modify the data model or reporting logic so that agent information is retained and displayed in all segments of an interaction, especially during transfer attempts (warm or cold), regardless of whether the transfer is completed or canceled.

   Include Agent Name on Transfer Segment in Interaction Details Report

   Request Summary:
   When an agent initiates a transfer (especially a warm transfer) during an active call, the Interaction Details Report splits the call into two segments under the same UII. However, the second segment (the transfer attempt) does not display the agent name, resulting in incomplete data when filtering by agent in the report. The customer requests that the agent name be captured for all segments of a call—including transfer attempts—to ensure accurate reporting.

   ---

   Current Behavior:
   • The agent's name is shown for the initial (inbound) segment.
   • During a… more

   • 

   68 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Under Review  ·  2 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

9. Enhanced Call Termination Attribution with Contextualized Termination Reason

   Summary:
   Improve call reporting by clearly separating true disconnect source attribution from termination reason (routing/system event context), ensuring customers can accurately interpret why a call ended and what system event preceded it.

   Problem Statement:
   The current “Termination” field in the Inbound Call Detail Report can reflect an internal routing or system event rather than the actual disconnect source. This creates confusion because the same field is often interpreted as the definitive reason the call ended.

   In many cases, customers cannot distinguish between:
   - the actual disconnect event (who ended the call), and
   - the system/routing event that occurred immediately prior to termination.
   - Additionally, backend session logs contain more precise information, but this is not exposed in customer-facing reporting.

   Proposed Enhancement:
   1. Split “Termination” into Two Distinct Fields

   A. Disconnect Source (New Primary Field – Required)
   - A definitive field that identifies who or what actually ended the call:
   Caller Disconnected
   Agent Disconnected
   System Disconnected
   Network/Media Failure
   Timeout Expiry
   Transfer Failure (final hop failure)

   B. Termination Reason (Contextual Field – Existing Concept Refined)
   Retain and clarify the current “Termination” field, but redefine it as:
   The last known routing or system event preceding call termination.

   Examples:
   Queue Transfer
   Agent-to-Queue Requeue
   Skill-Based Routing Action
   Internal System Redirect
   Conference Bridge Attempt

   1. Add Relationship Clarity Between Fields

   Introduce reporting UI/labels that make the relationship explicit:

   “Termination Reason (Pre-Disconnect Event)”

   This prevents misinterpretation in reporting dashboards and exports.

   1. Enhanced Call Timeline Visibility

   Where possible, provide a structured event timeline per interaction:

   Call Entered Queue
   Routed to Agent
   Internal Requeue / Transfer Attempt
   Agent Connected
   Disconnect Event (Source)
   Termination Reason (Last System Action)

   This helps correlate both fields in sequence.

   Customer Impact

   This enhancement would:

   Eliminate confusion between routing events and disconnect ownership
   Reduce misinterpretation of “Termination” as a failure or disconnect cause
   Improve accuracy in QA, auditing, and escalation analysis
   Reduce dependency on backend Support logs
   Enable more reliable root cause analysis for short-duration calls

   Summary:
   Improve call reporting by clearly separating true disconnect source attribution from termination reason (routing/system event context), ensuring customers can accurately interpret why a call ended and what system event preceded it.

   Problem Statement:
   The current “Termination” field in the Inbound Call Detail Report can reflect an internal routing or system event rather than the actual disconnect source. This creates confusion because the same field is often interpreted as the definitive reason the call ended.

   In many cases, customers cannot distinguish between:
   - the actual disconnect event (who ended the call), and
   - the system/routing event that occurred immediately prior… more

   5 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

10. Real-Time Dashboard rules

    Currently, Real-Time Dashboard rules does not include any of the callback metrics on its "If" drop down.

    If the client wants to create a rule that highlights a certain queue if they Missed a callback or if there is a queued Callback, they can't due to callbacks not being part of the "If" selection

    Use Case :
    • Allow admins to create a Real-time Dashboard that would give them an option to visually highlight all the queued/missed/presented/answered callbacks for their voice queues

    6 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

11. RCX | Increase data download

    have the ability to increase the data download in RingCX analytics from 80,000 to higher.

    5 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

12. Feature Request: Time Zone Configuration for RingCX

    Current Behavior
    As confirmed via RingCX T3, eW Analytics reporting derives its time zone exclusively from the account-level setting. There is currently no option to override or adjust the time zone on demand.

    Problem / Limitation
    This model does not support organizations operating across multiple geographic regions. When queues span different time zones, both real-time call handling and historical reporting become misaligned with local operating hours, SLA measurements, and staffing analysis.

    Requested Enhancement
    Introduce the ability to define time zones at a more granular level, specifically:

    Per Queue

    Call Handling Logic

    Historical Reporting (eW Analytics)

    Each queue should be able to operate and report in its assigned local time zone, independent of the account-level default.

    Business Impact / Use Case

    Multi-region contact centers with centralized RingCX accounts

    Accurate SLA tracking and performance reporting by region

    Improved workforce management, scheduling, and compliance

    Reduced need for manual time conversions and post-report adjustments

    Expected Outcome

    Queues operate according to their configured local time zone

    Historical and real-time analytics reflect correct regional timestamps

    Account-level time zone remains as a default, not a hard constraint

    Priority
    Medium–High for enterprises and globally distributed contact centers.

    Current Behavior
    As confirmed via RingCX T3, eW Analytics reporting derives its time zone exclusively from the account-level setting. There is currently no option to override or adjust the time zone on demand.

    Problem / Limitation
    This model does not support organizations operating across multiple geographic regions. When queues span different time zones, both real-time call handling and historical reporting become misaligned with local operating hours, SLA measurements, and staffing analysis.

    Requested Enhancement
    Introduce the ability to define time zones at a more granular level, specifically:

    Per Queue

    Call Handling Logic

    Historical Reporting (eW Analytics)

    Each queue should be able… more

    6 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

13. RingCX Feature Request: Historical HAR and Console Log Capture for Intermittent Issue Troubleshooting

    Summary

    • Enhance the diagnostic tooling to allow capture and retrieval of historical browser logs, including HAR (HTTP Archive) and browser console logs, to help investigate intermittent issues that cannot be reproduced on demand.

    Problem Statement

    • Currently, our troubleshooting tools primarily capture agent logs in real time. However, they do not include browser-level diagnostic data, such as:

    1. HAR (network request logs)

    2. Browser console logs

    • When customers report intermittent issues, the following challenges arise:

    1. The issue occurs randomly and cannot be predicted.

    2. HAR and console logs must be manually enabled before the issue occurs.

    3. In many cases, the issue has already happened before logging was enabled, leaving no diagnostic data.

    4. Analytics historical reports have a delay of approximately 1–2 hours, which prevents immediate correlation with the issue.

    As a result, support teams must rely on customers or agents to attempt reproducing the issue again while recording logs, which is often difficult or impossible.

    Proposed Solution

    • Introduce a diagnostic logging enhancement that enables capturing and storing historical browser logs for troubleshooting.

    Key capabilities may include:

    1. Background Diagnostic Logging

    Allow agents or customers to enable a temporary background logging mode that captures:

    • Network activity (HAR logs)

    • Browser console logs

    • JavaScript errors

    This logging can run for a limited period or until manually disabled.

    1. Historical Log Retrieval

    Provide the ability to export captured logs after an issue occurs, even if the problem was not anticipated.

    Logs may include:

    • Network requests and responses

    • Console errors and warnings

    • Timestamped events

    1. Optional Event-Based Capture

    To reduce data volume, logging could be triggered when certain events occur, such as:

    • Failed API requests

    • JavaScript exceptions

    • Page load failures

    • Network timeouts

    Expected Benefits

    • Improves root cause analysis for intermittent issues

    • Reduces dependency on real-time reproduction

    • Provides browser-level diagnostics alongside agent logs

    • Helps compensate for the 1–2 hour delay in analytics reporting

    • Shortens issue investigation and resolution time

    Suggested Priority

    • Medium–High

    This enhancement would significantly improve the support team’s ability to investigate unpredictable or intermittent customer issues.

    Summary

    • Enhance the diagnostic tooling to allow capture and retrieval of historical browser logs, including HAR (HTTP Archive) and browser console logs, to help investigate intermittent issues that cannot be reproduced on demand.

    Problem Statement

    • Currently, our troubleshooting tools primarily capture agent logs in real time. However, they do not include browser-level diagnostic data, such as:

    1. HAR (network request logs)

    2. Browser console logs

    • When customers report intermittent issues, the following challenges arise:

    1. The issue occurs randomly and cannot be predicted.

    2. HAR and console logs must be manually enabled before the issue occurs.

    3. In many cases, the issue… more

    5 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

14. Add Caller's Name for Inbound Call Details Report

    To add a column or filter that would show the name of the contact number they saved through the contact information section in the Inbound Call Details report.

    There's an existing Caller's Name column available for Interaction Details, but it only shows the CNAM of the phone number and not the one saved through the contact information section.

    5 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

15. Real-Time Dashboard Refresh

    Allow the users to see the real-time data of the dashboard in any circumstances (e.g, forgot to logout properly) they should still see updated real-time dashboard.

    4 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

16. Feature Request: Add Reporting for Abandoned Chats in RingCX

    Feature Request: Add Reporting for Abandoned Chats in RingCX

    Summary:
    Request to introduce a reporting feature in RingCX that captures and displays metrics for abandoned chats — similar to how abandoned calls are tracked in voice queues.

    Details / Description:
    Currently, RingCX does not provide any native reporting or metrics that log abandoned chat interactions, such as when a customer initiates a chat but disconnects before an agent accepts or responds.
    This limits visibility for contact center managers who need to measure missed engagement opportunities and optimize staffing and response strategies.

    Use Case:
    Supervisors and analysts need the ability to identify how many customers abandon chat sessions before they are handled, along with timestamps and queue information.
    This data would help:

    Improve response times by identifying high abandonment periods.

    Enhance customer experience by ensuring sufficient agent coverage.

    Provide parity with existing voice reporting (e.g., abandoned call metrics).

    Requested Enhancement:

    Add “Abandoned Chats” as a metric in chat queue reports and real-time dashboards.

    Include fields such as:

    Queue name

    Timestamp of chat initiation and abandonment

    Time waited before abandonment

    Agent availability at time of event

    Optionally, include in Interaction Detail Reports (IDR) or Queue Summary Reports.

    Business Impact:
    Without this feature, supervisors lack visibility into missed chat interactions, making it difficult to track customer engagement effectiveness or staffing needs.

    Feature Request: Add Reporting for Abandoned Chats in RingCX

    Summary:
    Request to introduce a reporting feature in RingCX that captures and displays metrics for abandoned chats — similar to how abandoned calls are tracked in voice queues.

    Details / Description:
    Currently, RingCX does not provide any native reporting or metrics that log abandoned chat interactions, such as when a customer initiates a chat but disconnects before an agent accepts or responds.
    This limits visibility for contact center managers who need to measure missed engagement opportunities and optimize staffing and response strategies.

    Use Case:
    Supervisors and analysts need the ability to… more

    8 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  2 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

17. Retrieve deleted RingCX Custom Report

    Implement a deleted folder or archive system when removing custom reports from the Historical Reports/Dashboard in RingCX Analytics.

    6 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

18. Ability to see Logged out agents in RingCX Real time Dashboard

    Ability to see Logged out agents in RingCX Real time Dashboard

    Currently in the Real Time Agent Widget, it only shows logged in agents. It would also help if it would show agents who are logged out

    18 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Future Consideration  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

19. Analytics and real time data discrepancies.

    We need to have the correct data under the real-time analytics. Currently, there are discrepancies between the real data and the data shown on live reports, the numbers are not correct, and they do not correlate with the other widgets, some widgets show some data and some widgets show different data even when they should be reflecting the same numbers. Even checking under performance reports or business analytics will show some discrepancy, and it hinders our abilities to correctly assess the situation and give correct feedback or adjust our team numbers, etc. There is one example attached.

    •  

    9 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

20. Reporting for Max Queue Calls

    It would be helpful to have visibility into how many calls are dropped each day once the voice queue reaches its set limit. For example, if the maximum queue calls is set to 7, any additional incoming calls are dropped after that limit is reached. A report showing the number of calls dropped due to hitting this limit on a daily basis would be very useful.

    2 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating