244 results found
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Add Hang-up Party attribute in RingCX Analytics
Currently, Term Party and Term Reason values in RingCX Analytics Historical reports are not able to fully show and give an idea of which party ended an interaction.
Raising this Idea so that we may have a value called Hang-up Party where it will be a simple representation of the entity that initiated the hang-up action.
As such details are already available on SBC level, the possibility is to have 1 (interaction initiating party), 2 (receiving party) and 0/3 (if an issue happened elsewhere for the interaction to finish unexpectedly).17 votes -
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.
94 votes -
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 -
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.
90 votes -
Since the Real-Time Agent dashboard currently does not provide a dedicated metric for answered calls, this appears to be a limitation of the
Since the Real-Time Agent dashboard currently does not provide a dedicated metric for answered calls, this appears to be a limitation of the existing reporting functionality rather than a confirmed defect.
To address this gap, we can submit a feature request through the RingCentral Ideas portal for the Analytics team to consider adding an Answered Calls metric to the Real-Time Agent report in a future release.
5 votes -
RingCX Analytics Enqueue and Dequeue Report
RingCX Analytics report that shows the Enqueue and Dequeue analytics for digital interactions. There was previously a pre-built report, the Digital Detail Report, that is no longer available, and no other reports with similar metrics that show enqueue and dequeue time stamps of digital/email interactions, by specific queue, on a 24-hour cycle.
5 votes -
Add Audit Trail Reporting for Agent Session Queue Selections in RingCX
We are requesting a feature to generate an audit trail report that tracks historical changes made to an agent's session. Specifically, the system should log timestamps for when an agent manually selects, deselects, or modifies their active queues during their shift.
Business Use Case / Impact:
Agents currently have the flexibility to choose which of their assigned queues they want to actively enable. When an agent deselects a queue, administrators have no way to verify when this change occurred. This creates a significant blind spot for IT and Contact Center managers when troubleshooting why an available agent was bypassed for…5 votes -
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 -
Scheduled reports to be viewed in PDF Format
We would like the option to receive and view scheduled reports in PDF format instead of Excel or CSV.
4 votes -
Historical reports for RingCX to RingEX Transfer calls
In RingCX Analytics, we can only see that a call is transferred to EX, but it won't show the extension number. This enhancement would improve visibility into cross-platform call handling, support operational reporting, and help identify potential gaps in call routing or agent performance. It would also assist in troubleshooting customer-reported issues related to transferred calls.
3 votes -
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 -
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 -
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 -
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.
102 votes -
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…
9 votes -
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…
11 votes -
RingCX Reporting Enhancement: Queue Wait Duration Before Callback and hh:mm Export Formatting
Current Limitation:
During a reporting review with the customer , the customer requested visibility into how long callers waited in the queue before requesting a callback. The available reporting options did not provide the requested duration. Downloaded reports also lacked an option to display durations and summed totals in hh:mm format.Requested Enhancements:
Queue wait duration before callback request: Add a reportable metric showing the elapsed time from when a caller enters the queue until they request a callback. Make this metric available for individual interactions and aggregate calculations, including averages and totals.
Downloaded report duration formatting: Add an export…
2 votes -
Timezone option for Historical Reports
RingCX Analytics, need an option to Historical reports to change the timezone on a report.
8 votes -
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 queues7 votes -
Increase the maximum capacity limit for RingCX Analytics Historical Reports beyond the current platform limitation of 80,000
Request: Increase the maximum capacity limit for RingCX Analytics Historical Reports beyond the current platform limitation of 80,000 rows, 80,000 columns, or 80,000,000 cells. According to the current RingCX Analytics platform capacity documentation, reports exceeding this limit only display partial results, with the option to export the full dataset as a raw CSV file.
Business Justification: The customer generates large volumes of historical analytics data and is reaching the current reporting limits. The existing capacity restricts their ability to view and analyze complete datasets directly within RingCX Analytics, resulting in additional manual effort to export, process, and review data externally.
…
2 votes
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