126 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.

   61 votes

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2. 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.

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   91 votes

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   Implemented  ·  7 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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3. 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.

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   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.

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   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.

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   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.

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   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.

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   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.

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   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.

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

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   60 votes

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4. 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

   5 votes

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5. RingCX Analytics: Additional Metrics and Elements to Simplify Use and Provide Enhanced Functionality

   There is a significant need for the ability to drill down into historical data and filter digital queue KPIs by channel name and ID. This functionality serves multiple purposes and use cases, with a common scenario being the grouping of channels by site, language, or brand. Without the ability to create a more granular channel breakdown of KPIs, RingCX data analysts and supervisors have limited capabilities when it comes to determining and understanding potential customer service performance issues or identifying areas for improvement across different sites, languages, or brands today. Additionally, providing the associated digital thread ID within Historical Reporting would enable them to review conversations linked to specific interactions where NPS is flagged as poor or interaction handling time is unusually high. Furthermore, including a digital interaction URL would provide valuable functionality for data analysts and supervisors, allowing them to easily access digital conversations directly with minimal effort from the Analytics application.

   To improve existing analytics capabilities and to simplify data analysts and supervisors work, I would like to suggest implementing the following metrics and elements for Historical Reporting and Realtime Dashboards within RingCX Analytics:

   Digital Channel Name - Example: ACME Incorporated WebChat (Channel)

   Digital Channel ID - Example: 66718bdc30e2670007a938fa

   Digital Interaction Thread ID - Example: 6671b7063d443400075b2681

   Digital Interaction URL - Example: https://brgzmzwqdj.digital.ringcentral.com/identities/6671b7063d443400075b267d?thread_id=6671b7063d443400075b2681&view=no-header

   Digital Category Name - Example: WebChat

   Digital Category ID - Example: 66718b8b94c18e000727c35c

   There is a significant need for the ability to drill down into historical data and filter digital queue KPIs by channel name and ID. This functionality serves multiple purposes and use cases, with a common scenario being the grouping of channels by site, language, or brand. Without the ability to create a more granular channel breakdown of KPIs, RingCX data analysts and supervisors have limited capabilities when it comes to determining and understanding potential customer service performance issues or identifying areas for improvement across different sites, languages, or brands today. Additionally, providing the associated digital thread ID within Historical Reporting… more

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   30 votes

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6. 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

   13 votes

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7. Ability for Any Admin to Modify, Disable, or Delete RCX Historical Report Schedule Regardless of Ownership

   Currently, a RingCX admin can only modify and delete Historical Report Schedules that they own.

   I would like to suggest a feature enhancement to allow an admin to delete any Historical Report Schedule, regardless of ownership. This is particularly useful for Historical Report Schedules no longer owned by off-boarded admins or users whose admin access has been revoked.

   This capability can also be important if a situation arises where an employee is absent from the business due to unforeseen circumstances and the schedule needs to be modified, disabled, or deleted. Furthermore, if an admin is deleted, the schedule will show as not having an owner.

   There is currently no way to delete this or reports not owned without engaging RingCentral's support team.

   Currently, a RingCX admin can only modify and delete Historical Report Schedules that they own.

   I would like to suggest a feature enhancement to allow an admin to delete any Historical Report Schedule, regardless of ownership. This is particularly useful for Historical Report Schedules no longer owned by off-boarded admins or users whose admin access has been revoked.

   This capability can also be important if a situation arises where an employee is absent from the business due to unforeseen circumstances and the schedule needs to be modified, disabled, or deleted. Furthermore, if an admin is deleted, the schedule will show… more

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   23 votes

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8. Allow Hiding Metrics on a Historical Report

   Ability to hide a metric on a report. For example, I use 2 metrics to calculate a custom metric, but I don't want those visible on the finished report.

   7 votes

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9. RCX - Realtime Dashboard Access

   RingCX agents should have the option to view the dashboard to see the other agent's status in the RingCX Agent platform, not in Analytics, regardless if they are just an Agent or an Admin.

   9 votes

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10. Improve Historical Reporting: Exclude Deleted Agents and Queues past their deletion date

    When an agent or queue is deleted, the historical data associated with them should ideally no longer be displayed or should be clearly marked as inactive past their deletion date.

    If multiple agents are leaving and are removed from RingCX, manually filtering them out from historical dashboards is indeed very difficult and inefficient.

    Hence, the agent and queue details should be cleared off after the date they are deleted from the portal

    11 votes

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11. Wants to see Requeued Calls and Transferred Calls in RingCX Analytics

    Wants to see Requeued Calls and Transferred Calls in RingCX Analytics
    Wants to view the RingCX Analytics page to see the number of requeued or transferred calls when agents use the Requeue or Transfer options. There should be a report available that shows which calls were handled using these options.

    4 votes

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12. RingCX - Option not to count outbound queue calls within inbound reporting stats

    Currently, if an agent has an inbound queue assigned to them in the 'manual outbound default queue assignment' field, then manual outbound calls made by that agent are counted in analytics as inbound calls against that inbound call queue.

    This causes some confusion in reporting and skews stats related to inbound calls to the given call queue.

    Customers would like an option to differentiate between inbound and outbound calls associated with an inbound queue, or at least manual outbound calls associated with an inbound queue should not be counted on inbound reports & dashboards.

    29 votes

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13. Omnidirectional Allow RingCentral App Channels

    We would like the "Allow RingCentral App Channels" setting to sync both ways. It has been described as Unidirectional. Currently on a RCX Call, we could still get a direct call to our office line. We would like presence to sync both ways so that our agents don't get another call while on a CC call.

    14 votes

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14. View RingCX Dashboards in Softphone-Client

    It should be possible to display the created dashboards from Analytics directly in the client, preferably via an additional selection, so that the website does not have to be open in parallel for the display.

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    9 votes

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15. 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.

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    4 votes

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16. Increase Historical Report Capacity

    RingCX Historical Reporting is limited to 60k lines per RC Support site. Customer is making around 200K OB dials per day, and wants to be able to report on every interaction in one report. With current limitations, customer will have to download 4 separate reports.

    7 votes

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17. Shorten RingCX Historical Report Refresh Time Rate

    Historical reporting may take up to an hour to populate, with an official timeframe of 15–60 minutes as specified by the product team. The customer has requested that the reports be available in near real-time.

    20 votes

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18. RingCX Domo Integration (For Analytics)

    Would like a direct integration built between RingCX and Domo Analytics, instead of having to SFTP

    3 votes

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19. RCX | Same day caller reports

    Looking for a way to pull up a reporting solely for Same day callers that separates the new/potential callers with the callers that are calling multiple times in a day.

    3 votes

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20. Dashboard Sharing

    Please add the option to edit a real-time dashboard for all users it's shared with, and a way to view whom a dashboard has been shared with. This would greatly improve the experience for admins and make it easier for them to create and share dashboards with supervisors.

    3 votes

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