62 results found
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Retrieve calls count from RingCX with specific time range
Customer is requesting how many calls they get monthly in RingCX during weekends and after hours (before 9 AM and after 7 PM). Reporting should have an option to select specific time range or specific days in a week.
1 vote -
Identity Information in Reporting/Analytics
The ability to report on Identities.
It seems like a gross oversight that there is no way to report on Identities linked to interactions.
When an interaction is in progress, the interaction is linked to a Identity, meaning that the system is actively linking an interaction to an identity.
However, within the reporting/Analytics, there doesn't seem to be a way to reporting on the amount of interactions, whether Digital or Voice, each identity has started.
For example, we would like to know the top 10 identities that are interacting with us.
For example, we would like to know how many…1 vote -
Change Color Associated with Engaged State
On the analytics page, the blue text of the agent names is difficult to read against the blue background when the agent is in an engaged state. I would like to see the color changed to a lighter shade of blue, a different color altogether, or give users the ability to customize the color.
2 votes -
RingCX Analytics Historical Report | Share report to specific User
To enable the sharing of custom historical reports with specific users, rather than limiting sharing to predefined groups or new group.
1 vote -
Add Option to Generate Reports for Calls Answered Within Custom Time Intervals (e.g., 36 Seconds)
Request to add an option in the reporting tool to generate reports for calls answered within custom time intervals, such as 36 seconds, or allow the flexibility to adjust the time range to any desired number of seconds. This feature would provide more granular data for SLA tracking, beyond the current predefined buckets of 10, 20, 30, 40 seconds.
1 vote -
RingCX - Ability to see customers who left a callbacks in queue
Currently, we are required to go to Analytics and look each queue one at a time to see customers who left a callback. This is ineffective and tedious for admins to always do this.
It would be better if there is dashboard to see right away customers who left a callback
1 vote -
Real Time Inbound dashboard widget - Need to include Callback request count
Currently there is not option to add Callback Requests under the Real Time Inbound widget on the real time dashboard.
It is better to have this metric added as well so that customers can check the total count of contacts requesting for callback and if those callback requests were dialed.
9 votes -
Agent sign in time on real time dashboard
Key Components:
Time Display:
Clearly show the sign-in time for each agent in the local business timezone.
Use a consistent format (e.g., HH AM/PM) for easy readability.Visual Indicators:
Utilize color coding to indicate timely sign-ins (green), late sign-ins (yellow), and no-shows (red).
Provide tooltips or hover-over info for additional context.4 votes -
Display Break and Lunch Schedules in RingCX
Have the ability to display the users break/lunch schedule when a user logs in to RingCX
1 vote -
Adding the "manual dials" metric on the custom dashboards On RCX Analytics Live Dashboards
We need to add the "manual dials" metric on the custom dashboards on RCX Analytics Live Dashboards.
Here is the scenario:
1- On RCX Analytics portal, going to Live dashboard and adding a custom widget.
2- Select "Agent" on "Product" tabs
3- We need to be able to select "Manual dials" field on the "Data" tab.
2 votes -
RingCX Dashboard Overview
User wants to have Dashboard Overview the same as what RingEX have (https://support.ringcentral.com/article-v2/Intro-to-the-Overview-dashboard.html?brand=RingCentral&product=RingEX&language=en_US)
Currently, we only have Historical Dashbord Overview which is not what the customer is expecting.
2 votes -
RNA in Analyics
We would like the ability to filter RNA's out of interaction counts.
1 vote -
Add IP Address field in Ring CX Analytics for Reporting
For Reporting, please add IP address used for chat so that you can properly use the block ip address field in Admin. Currently, we cannot see the IP address of the chatter to the agent and if added to reporting, we can then use dispositions to block all IPs of different scammers, misusers of chat, etc.
10 votes -
Restricting users to dashboard access only
Restricting users to dashboard access only.
We need provide some of the users access to dashboards only, meaning they shouldn’t be able to access any other options.
There is another odd thing - there are multiple full access roles being duplicated
Can you also please check how are the roles are in place for analytics portal. Its unusual that we have to create them as admin to provide access to analytics portal. There is also an open case with Myra – Users cannot see custom shared dashboards or receive schedule data exports via email even after having full access.
1 vote -
Enhance reporting on system generated states
In order to hold agents accountable to adherence standards, we would like for the system to be able to report on system generated states. Currently, via agent states, there are a limited number of agent states that you can map (available, on-break, away, lunch30, lunch60, meeting, training, work project, and work ticket) in order for them to be reportable in analytics when there are many other agent states that they can be in (away, break-after-call, engaged, monitoring, off-line, RNA-state, suspect, and transition). Currently, if you use the "Voice Agent State Time" metric in a report, there are a lot of…
2 votes -
Option to receive Reports with just the file name
Option to receive Reports with just the file name without the dd.mm.yyyy.hh-mm.TM
4 votes -
Under agent stats, stats for 'SLA%', 'SLA Pass' and 'SLA Fail' are shown for each voice queue - but a figure isn't shown in the 'Total' box.
Under agent stats, stats for 'SLA%', 'SLA Pass' and 'SLA Fail' are shown for each voice queue - but a figure isn't shown in the 'Total' box.
1 vote -
Comprehensive report that matches the total figures from both the inbound queue and agent activity interaction reports.
Comprehensive report that matches the total figures from both the inbound queue and agent activity interaction reports.
The customer needs a comprehensive report that matches the total figures from both the inbound queue and agent activity interaction reports.
1 vote -
Ability to move columns on Agent Stats screen. Much like Analytics where you can move meaningful columns into your view and move less import
Ability to move columns on Agent Stats screen. Much like Analytics where you can move meaningful columns into your view and move less important out of view. Also, hold these settings and UNCHECKED columns for future agent sessions.
1 vote -
Add historical call volume by day to the dashboard. Filter by any timeframe for any team.
Add historical call volume by day to the dashboard. Filter by any time frame for any team.
3 votes
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