230 results found

1. RingCX-Restrict Recording URLs in Reports via Admin Roles

   There needs to be a way to restrict access via Admin Roles to viewing Recording URLs in Historical reports. These can currently be found in a report such as Inbound Call Detail which is available to all report admins.

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2. Change how OB Abandon results reflect in Analytics for Preview Campaign

   When the agent leg connection is disrupted or cannot be established in the moment it attempts to place the call, it results in an intercept and registers as an Outbound Abandon in reporting due to 0 seconds of agent talk time. This is specifically for a Preview dialer or a 1 to 1 type campaign.

   We would like for these to be represented differently in reporting, specifically noting that the agent leg connection was disrupted, instead of just reading it as an Outbound Abandon.

   8 votes

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3. 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.

   85 votes

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4. 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

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5. 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.

   14 votes

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6. 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.

   9 votes

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7. Transcript URL in Historical Reports

   The ability to make Transcript URL links in Historical Reports clickable, similar to the functionality currently available in the Historical Dashboard. At present, transcript URLs in Historical Reports are displayed as plain text.

   When accessing the Historical Dashboard > Standard > Interactions Overview > scroll down to “Interaction Summary, Transcript and Recording”. The customer can see the "Transcript URL" as a link.

   But when going to Historical Reports > Standard > Search for "Transcript" > Select any of the 2 reporting > The "Transcript URL" is not showing as a link.

   5 votes

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8. 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

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   Implemented  ·  7 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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9. 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

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10. Timezone option for Historical Reports

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

    8 votes

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11. 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

    • 

    70 votes

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12. 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

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13. Include Customer DTMF Inputs in RingCX Queue Reporting

    Business Need / Context:
    We currently have reporting visibility for DTMF (keypad) inputs while a caller is navigating the initial IVR/Workflow. However, once a call enters a queue, any DTMF inputs made by the customer (e.g., pressing a digit to request a callback, change priority, or trigger an automated action) are not captured in any standard, pullable reports.

    Currently, our team can only verify queue DTMF inputs by running a manual backend trace on individual calls using internal tools. This is highly inefficient, delays troubleshooting, and limits our ability to track customer behavior and queue performance at scale.

    User Persona Impacted:
    Contact Center Managers, Quality Assurance Teams, Operations Analysts, and Support Engineers.

    Proposed Solution:
    Expand our standard interaction and queue reporting capabilities to log and display DTMF digits pressed by customers after the call has exited the IVR and entered a queue. Ideally, this data should be available via:

    Interaction Detail Records: A visible field in the call history showing digits pressed during the queue state.

    Historical Queue Reports: An aggregate report showing how many callers pressed specific digits while waiting in queue (e.g., to track how many users are opting for callbacks).

    Value / Benefits:

    Time Savings: Eliminates the need for technical teams to run manual backend traces to verify customer inputs.

    Better Insights: Allows business operations to analyze queue exit behaviors and improve the customer experience.

    Autonomous Troubleshooting: Empowers supervisors and standard users to audit call flows independently without escalating to engineering.

    Business Need / Context:
    We currently have reporting visibility for DTMF (keypad) inputs while a caller is navigating the initial IVR/Workflow. However, once a call enters a queue, any DTMF inputs made by the customer (e.g., pressing a digit to request a callback, change priority, or trigger an automated action) are not captured in any standard, pullable reports.

    Currently, our team can only verify queue DTMF inputs by running a manual backend trace on individual calls using internal tools. This is highly inefficient, delays troubleshooting, and limits our ability to track customer behavior and queue performance at scale.

    User Persona… more

    3 votes

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14. Support Combining Agent State and Call Metrics in a Single Custom Analytics Report

    Enable Agent State and Call/Interaction Metrics to Be Combined in a Single RingCX Custom Analytics Report

    Product Area

    RingCX Analytics / Custom Analytics

    Request Type

    Feature Enhancement

    Customer Request

    Customers would like the ability to create a single custom analytics report containing both Agent State metrics and Call/Interaction metrics.

    Currently, when creating a custom analytics report, the available metrics/KPIs are dependent on the underlying data source. Agent State data and Call/Interaction data are derived from different datasets, preventing users from combining metrics from both sources within the same custom report.

    Current Limitation

    When creating a custom analytics report:

    Selecting Agent State-related metrics makes Call/Interaction KPIs unavailable.
    Selecting Call/Interaction KPIs makes Agent State metrics unavailable.
    As a result, customers must create separate reports and manually correlate the information.

    This prevents customers from having a consolidated view of agent activity and performance.

    Customer Use Case

    The customer wants to create one report that provides a complete view of agent productivity by combining call performance metrics with the amount of time agents spend in different states.

    Requested metrics include:

    Call/Interaction Metrics:

    Agent First Name
    Abandoned within SLA Calls (API)
    Answered Calls (API)
    Handle Time
    Avg Inbound Handle Time
    Total Phone Available
    Long Call
    Hold Time
    Available State Time
    Engaged State Time

    Agent State Metrics:

    State
    Bio Break
    Call Back / CSM
    LUNCH
    Manager / Development
    ON-BREAK
    Supervisor
    Tickets / Chats
    WORKING
    Agent Voice State Time

    The desired report would allow these metrics to be viewed together by agent and/or selected reporting period.

    Business Impact

    The current limitation requires customers to generate and reconcile multiple reports to obtain a complete picture of agent performance.

    This creates several challenges:

    Additional manual reporting effort.
    Increased complexity when comparing call performance against agent availability and state behavior.
    Difficulty identifying relationships between productivity and time spent in specific agent states.
    Increased possibility of discrepancies when manually combining data from separate reports.
    Reduced usefulness of Custom Analytics for workforce and operational reporting.

    A unified report would allow customers to more easily analyze:

    Agent productivity versus available time.
    Handle time versus agent state utilization.
    Time spent in non-productive states versus call performance.
    Agent availability versus answered/contacted calls.
    Overall agent utilization and performance.

    Enable Agent State and Call/Interaction Metrics to Be Combined in a Single RingCX Custom Analytics Report

    Product Area

    RingCX Analytics / Custom Analytics

    Request Type

    Feature Enhancement

    Customer Request

    Customers would like the ability to create a single custom analytics report containing both Agent State metrics and Call/Interaction metrics.

    Currently, when creating a custom analytics report, the available metrics/KPIs are dependent on the underlying data source. Agent State data and Call/Interaction data are derived from different datasets, preventing users from combining metrics from both sources within the same custom report.

    Current Limitation

    When creating a custom analytics report:

    Selecting Agent… more

    2 votes

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15. 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

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16. 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

    8 votes

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17. Delete agent's old name from the agent full name filter

    When an agent's name is edited, the old name stays on the CX analytics agent full name filter. All interactions associated to the agent will be associated to the new name which makes the old name useless.

    2 votes

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18. Realtime reporting to report on Categories

    Placeholder to provide more details...

    2 votes

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19. RCX | Increase data download

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

    5 votes

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20. Show Who Has Clicked "Start Dialer" on the Real-Time Dashboard

    Issue :
    The problem is that the real-time supervisor dashboard does not show whether a user or agent has clicked on the "Start Dialer" button or not.

    What is the Proposed Solution?
    We want to add a new column to the Real-Time Agent Monitoring Dashboard called "Dialer Status." This column will track whether an agent has initiated their dialing session or not based on backend indicators:
    Dialer Clicked: The system tracks that the agent has actively clicked the button to initiate the dialer workflow, indicating they are actively participating in the campaign.
    Dialer Not Clicked: The agent is logged in but has not clicked the button to start the workflow, meaning they are completely idle and not pulling any leads.

    Why do we need this?
    No More Desk Checks: Supervisors can instantly see who is actively running the dialer directly from their own dashboard, eliminating the need to physically spy on agents' screens.
    Saves Time: Managers won't have to wait around or run deep historical reporting just to verify if an agent is actually working.
    Easy Troubleshooting: If every agent shows that the dialer is clicked but no calls are going through, we immediately know the system has run out of numbers to call.

    Issue :
    The problem is that the real-time supervisor dashboard does not show whether a user or agent has clicked on the "Start Dialer" button or not.

    What is the Proposed Solution?
    We want to add a new column to the Real-Time Agent Monitoring Dashboard called "Dialer Status." This column will track whether an agent has initiated their dialing session or not based on backend indicators:
    Dialer Clicked: The system tracks that the agent has actively clicked the button to initiate the dialer workflow, indicating they are actively participating in the campaign.
    Dialer Not Clicked: The agent is logged in… more

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