62 results found
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Ability for an admin user with "Company Numbers" permission and an assigned domain role to move numbers to RingCX
If a site has a number directly assigned to it, a site admin with domain access to that site cannot move their own numbers to CX. While we prefer not to allow site admins with domain access to see or move every number, it would be beneficial if they could move their own number to CX instead of relying on a limited number of people to perform this task each time.
2 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.
45 votes -
Display ANI Location (City and State) in RingCX Real-Time Dashboard
Request to display the caller's location (city and state) based on ANI in the RingCX Real-Time Dashboard to help agents and supervisors gain better context during live interactions.
2 votes -
Supervisor access for survey results in RCX
Currently, survey results for agents are accessible only to administrators, not supervisors. This limitation poses challenges for our clients, as supervisors require access to these results without being granted additional privileges.
5 votes -
The limitations of CX Historical Reports only allows one filter to be used instead of filtering per row
The limitations of CX Historical Reports include the inability to apply multiple filters per row, as only a single global filter can be used. Additionally, there is no option to extract custom fields report directly from the agent script.
It would be a significant improvement if these capabilities were enhanced to allow more granular filtering and better access to custom script data.
1 vote -
SMS Historical Reporting
Would like the the ability to see History of all texts sent and received from a specific dispatcher.
Today: you can pull by channel but not on an individual basis.1 vote -
Real Time Inbound Navigation Updates
Looking for an easier way to click into details under Real Time Queues
- If 5 calls were abandoned, would like the ability to click on the abandoned calls and see which ones they were / get the details of those calls. Would like to have a tab when you click on the queue that shows each call detail (what happened to that call (connected, abandoned, etc.), who called in, what time, was it missed, etc)
- Currently when you click on the queue, only shows the active calls and which agents are logged into the queue.2 votes -
Exporting Agent Access Information
WM would like adhoc downloadable report with the following columns of data:
First/Last Name
Voice Queue Name
Rank Within Queue
Digital Queue Name1 vote -
COUNTING REQUED CALLS IN TOTAL
Include ALL incoming calls to be counted in "presented" call total regardless of if they were transferred or sent as a reque. This will allow us to see all calls answered.
1 vote -
Ability to Deactivate Agents and Retain Historical Reporting in RingCX
Customers need the ability to deactivate or disable agent accounts in RingCX instead of deleting them when an agent leaves. This feature should allow reassigning the license to a new agent without losing the historical reporting tied to the original agent’s profile. Currently, deleting an agent removes access to their historical data, and modifying profiles causes historical reports to reflect the new agent information, which is not ideal. Implementing this feature would help preserve valuable reporting data while efficiently managing license reassignments.
2 votes -
Total Calls Received that excludes Requeues, Transfers, RNA (Ring No Answer) and Subsequent queue activity.
For RingCX Historical Dashboards, Tommy wants a KPI similar to Total Calls Received that excludes Requeues, Transfers, RNA (Ring No Answer) and Subsequent queue activity.
2 votes -
Dashboard outbound manula
We’d like to submit a feature request for the ability to create a RingCX Live Dashboard that displays manual outbound calls performed by individual users or teams.
Currently, the available real-time dashboards focus on campaign-based outbound activity, which doesn't capture manual outbound interactions. The customer is looking for real-time visibility into manual outbound calls—similar to what’s available in the Interaction Detail Report, but presented in a live dashboard format.
This feature would help improve monitoring and team performance tracking for manual call workflows. Please consider this request for future enhancement.
3 votes -
RingCX Analytics: "Today" button in filtering time in historical reports.
It would be better to have a "today" button in the interaction details instead of going to the static date and change the date manually as this is ineffiicient and requiring more steps.
1 vote -
Update Agent State in Real-Time Dashboard of Analytics
As a manager, I utilize the real-time dashboard in analytics to monitor my agents. I would like to be able to change the agent's state from this screen in analytics, rather than the supervisor tab within the contact center. Currently I have to log into the queue as a supervisor in order to change the state of an agent. When logging into the queue it skews the stats of how many agents are in the queue as I do not take calls.
3 votes -
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 -
Agent dashboards
Would like agents to be able to see other agents on their dashboard so they can see who is at lunch, who is currently on a call..etc..
2 votes -
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 -
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.
8 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
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