185 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.

   69 votes

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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

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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.

   12 votes

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4. 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.

   •  

   99 votes

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   Implemented  ·  7 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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5. 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

   • 

   66 votes

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6. Timezone option for Historical Reports

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

   7 votes

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7. 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

   5 votes

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8. 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

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9. 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

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10. 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

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11. 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

    5 votes

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12. Retrieve deleted RingCX Custom Report

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

    5 votes

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13. 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

    15 votes

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14. New Reporting Metric: Chat Widget Uptime & Hourly Available Gap Analysis

    Summary of Requirement: We require a report that tracks the availability status of the web chat widget (Visible vs. Hidden) relative to business hours. Specifically, we need to report on the percentage and duration of time the chat option was unavailable/hidden on the customer's website, broken down by hour.

    Use Case: The client is a Business Process Outsourcing (BPO) provider whose revenue model is strictly tied to engagement volume.
    * Revenue Loss - Every minute the chat widget is hidden (due to capacity limits or staffing gaps) equates to unrecoverable missed revenue.
    * The "Black Hole" Effect - Currently, RingCX reports on interactions received. It does not report on the time periods where the widget was effectively "down." During peak seasonal periods (e.g., Christmas), the client suspects high unavailability (potentially >50%) but lacks the data to prove it or pinpoint the exact hours it occurs.

    Impact on Customer Experience (CX)
    * Sentiment Decline - The client’s demographic demands immediate, live support. When the chat option is hidden during business hours, it creates significant friction and damages brand perception.
    * Blind Spots - Without visibility into "unavailability duration," the client cannot quantify the negative impact on CX scores during peak traffic.

    Operational & Workforce Management Impact
    * WFM Inefficiency - Without knowing when the widget is hiding due to lack of agents, the WFM team cannot optimize schedules. They are effectively staffing based on "answered" volume rather than "true demand."
    * Forecasting - They cannot accurately forecast for future peaks because the "lost time" data is missing from historical reports.

    Specific Functional Requirement We request a standard report or dashboard widget that visualizes:
    1. Hourly Availability Rate: (e.g., 09:00–10:00: Chat Widget Active 40 mins / Inactive 20 mins).
    2. Unavailability Percentage: A calculation of (Time Widget Hidden / Total Business Hours) * 100.

    It would also be helpful to offer threshold alerts and the ability to flag when unavailability exceeds a certain percentage (e.g., >10% downtime) to trigger immediate staffing adjustments.

    Summary of Requirement: We require a report that tracks the availability status of the web chat widget (Visible vs. Hidden) relative to business hours. Specifically, we need to report on the percentage and duration of time the chat option was unavailable/hidden on the customer's website, broken down by hour.

    Use Case: The client is a Business Process Outsourcing (BPO) provider whose revenue model is strictly tied to engagement volume.
    * Revenue Loss - Every minute the chat widget is hidden (due to capacity limits or staffing gaps) equates to unrecoverable missed revenue.
    * The "Black Hole" Effect - Currently, RingCX… more

    6 votes

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15. 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.

    7 votes

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16. RingCX Feature Request: Allow Admins to Adjust Invalid Agent Activity Tags in Analytics

    Feature Request: Allow Admins to Adjust Invalid Agent Activity Tags in Analytics

    Product
    • RingCX

    Title
    • Allow administrators to manually adjust or correct invalid agent activity tags in historical analytics data.

    Description
    • Currently in the Analytics module of RingCX, agent activity data (such as RNA, Ready, Not Ready, etc.) is automatically recorded and cannot be modified once logged. In cases where agents accidentally leave the system running or when a status is incorrectly captured, these records can create inaccurate reporting metrics.

    It would be beneficial to introduce an Advanced Settings option within Analytics that allows administrators to manually configure or correct invalid activity tagging in historical agent reports.

    Proposed Capability

    • Allow admins to manually adjust or override agent activity tags in historical reports.

    • Provide an option to exclude or correct invalid entries (e.g., incorrect RNA duration).

    • Enable corrections through an Advanced Settings or Analytics Admin panel.

    • Maintain an audit trail to track any changes made to historical data.

    Example Use Case
    • An agent accidentally leaves RingCX open while traveling, causing several hours of Ring No Answer (RNA) to be recorded. Administrators currently cannot remove or adjust this inaccurate data, which negatively affects performance reporting.

    Benefit

    • Improves accuracy of agent performance metrics

    • Allows administrators to correct data anomalies

    • Provides better operational and workforce reporting reliability.

    Feature Request: Allow Admins to Adjust Invalid Agent Activity Tags in Analytics

    Product
    • RingCX

    Title
    • Allow administrators to manually adjust or correct invalid agent activity tags in historical analytics data.

    Description
    • Currently in the Analytics module of RingCX, agent activity data (such as RNA, Ready, Not Ready, etc.) is automatically recorded and cannot be modified once logged. In cases where agents accidentally leave the system running or when a status is incorrectly captured, these records can create inaccurate reporting metrics.

    It would be beneficial to introduce an Advanced Settings option within Analytics that allows administrators to manually… more

    2 votes

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17. RingCX Digital Emails and RT Dashboards

    Real-Time digital only provides UII numbers for emails that are currently in queue and there is currently no way to search the system by UII numbers to see the contents of currently queued emails. In order to see the actual emails, we have to view them in "All Messages". We regularly have auto replies, spam emails, etc. that do not require a response. Because we have no way to transfer them to the junk, spam or deleted folders/mailboxes, we either ignore them or reply to the message. When we ignore the messages, the queued totals in Real-time digital remain the same. When we reply to the messages, we change the to address to spam@company.com, send the reply then solve the emails. When doing it this way, the queued totals in Real-Time digital still do not change. We have tried refreshing and we have even deleted some of the emails in Outlook on our end but the totals remain the same. It seems like the only time the totals Real-Time digital change is when routed emails are solved.

    We, unfortunately, have to have auto routing and All Messages on at this time because this is the only way that we know of to view email content in the system. If emails are solved in all messages, can the totals in Real-Time digital reflect this accurately?

    Real-Time digital only provides UII numbers for emails that are currently in queue and there is currently no way to search the system by UII numbers to see the contents of currently queued emails. In order to see the actual emails, we have to view them in "All Messages". We regularly have auto replies, spam emails, etc. that do not require a response. Because we have no way to transfer them to the junk, spam or deleted folders/mailboxes, we either ignore them or reply to the message. When we ignore the messages, the queued totals in Real-time digital remain the… more

    4 votes

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18. 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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    31 votes

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    Future Consideration  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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19. 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.

    3 votes

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20. 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.

    12 votes

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