1664 results found

1. Disable Cold Transfer Functionality in RingCX

   Feature Request Title:
   Disable Cold Transfer Functionality in RingCX

   Feature Type:
   Enhancement Request

   Business Need:
   Customers would like the ability to disable the Cold Transfer option in RingCX to ensure agents follow established call-handling procedures. In many contact center environments, agents are required to complete a warm transfer process to provide proper context to the receiving party before transferring a caller. The current availability of the Cold Transfer option may lead to inconsistent customer experiences, insufficient handoff information, and reduced quality assurance compliance.

   Requested Enhancement:
   Provide an administrative setting within RingCX that allows administrators to:

   Disable the Cold Transfer option at the account level.
   Disable the Cold Transfer option for specific queues, teams, or agent groups.
   Disable the Cold Transfer option based on agent roles and permissions.
   Allow only Warm Transfers while preventing agents from performing Cold Transfers.
   Configure transfer permissions through existing security profiles or role-based access controls.

   Expected Benefits:

   Improves customer experience by ensuring proper call handoff procedures.
   Reduces the likelihood of customers being transferred without context.
   Enhances quality assurance and compliance with internal call-handling policies.
   Minimizes call abandonment and customer frustration during transfers.
   Gives administrators greater control over agent transfer capabilities.

   Use Case Example: A customer service organization requires agents to brief the receiving department before transferring a caller. To enforce this process, the organization wants the ability to remove or disable the Cold Transfer button from the agent interface, ensuring that all transfers are performed as Warm Transfers.

   Current Limitation: RingCX currently allows agents to perform Cold Transfers, and there is no administrative setting available to disable this functionality or restrict it based on user permissions.

   Requested Outcome: Introduce a configurable option that enables administrators to disable Cold Transfers and enforce Warm Transfer workflows across their RingCX environment.

   Feature Request Title:
   Disable Cold Transfer Functionality in RingCX

   Feature Type:
   Enhancement Request

   Business Need:
   Customers would like the ability to disable the Cold Transfer option in RingCX to ensure agents follow established call-handling procedures. In many contact center environments, agents are required to complete a warm transfer process to provide proper context to the receiving party before transferring a caller. The current availability of the Cold Transfer option may lead to inconsistent customer experiences, insufficient handoff information, and reduced quality assurance compliance.

   Requested Enhancement:
   Provide an administrative setting within RingCX that allows administrators to:

   Disable the Cold Transfer option… more

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2. Inbound Caller ID Name Display in RingCX

   Description:
   Provide native inbound caller ID name (CNAM) lookup and display in the RingCX agent interface so agents can identify callers by name, alongside their phone number.

   Current Limitation:
   Willow Bridge needs consistent caller-name visibility for incoming calls. Availability of a CNAM field in call data does not confirm that caller-name lookup and display are available in the customer’s agent interface.

   Requested Behavior:

   Display the caller’s name and phone number in the incoming call notification and active interaction view.

   Retrieve the caller’s name through a supported CNAM lookup when available.

   Show the phone number when no caller name is available.

   Provide an account-level option to enable this capability for all agents.

   Business Impact:
   Caller-name visibility would help agents recognize callers, personalize greetings, and reduce time spent manually searching for caller information.

   Acceptance Criteria:
   When an inbound call arrives with an available caller-name lookup result, RingCX displays that name alongside the caller’s number before the agent answers and throughout the interaction.

   Description:
   Provide native inbound caller ID name (CNAM) lookup and display in the RingCX agent interface so agents can identify callers by name, alongside their phone number.

   Current Limitation:
   Willow Bridge needs consistent caller-name visibility for incoming calls. Availability of a CNAM field in call data does not confirm that caller-name lookup and display are available in the customer’s agent interface.

   Requested Behavior:

   Display the caller’s name and phone number in the incoming call notification and active interaction view.

   Retrieve the caller’s name through a supported CNAM lookup when available.

   Show the phone number when no caller name is available.

   … more

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3. Prevent Agents on Active Calls from Receiving Digital Interactions

   Feature Description:
   The customer is requesting an enhancement to RingCX Digital that would allow the system to automatically prevent agents who are currently engaged in an active voice call from receiving new digital interactions.

   Current Behavior:
   Currently, agents who are handling an active voice call may still receive digital interactions, resulting in multiple concurrent interactions across different channels.

   Requested Enhancement:
   Provide an option or configuration within RingCX Digital that allows administrators to prevent agents who are currently handling an active voice call from receiving new digital interactions.

   Ideally, the system should automatically recognize the agent's active voice call status and temporarily make the agent unavailable for new digital interactions until the call has ended.

   Expected Outcome:
   When an agent is actively engaged in a voice call, RingCX Digital should automatically exclude that agent from digital interaction routing. Once the voice call is completed and the agent becomes available, the system should allow the agent to receive digital interactions again, subject to their configured availability and capacity.

   This enhancement would provide customers with greater control over agent workload management and help organizations maintain consistent service quality across voice and digital channels.

   Feature Description:
   The customer is requesting an enhancement to RingCX Digital that would allow the system to automatically prevent agents who are currently engaged in an active voice call from receiving new digital interactions.

   Current Behavior:
   Currently, agents who are handling an active voice call may still receive digital interactions, resulting in multiple concurrent interactions across different channels.

   Requested Enhancement:
   Provide an option or configuration within RingCX Digital that allows administrators to prevent agents who are currently handling an active voice call from receiving new digital interactions.

   Ideally, the system should automatically recognize the agent's active voice call status and… more

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4. add an event in console log or LocalStorage record for RCX messaging in case of an agent reply

   hello,

   it would be helpful for customers who want to track the timestamps and type of events/messages in real time through their web page where they load the messaging script.

   the ask is to add a log in the console or a record in the LocalStorage that would allow determine wether amessage has been sent by the platform (channel auto message / queue event message) or a response from an agent (written message).

   in the attachments, we can see the records logged in the local storage when a conversation is established. also the event message_received that is logged in the console doesn't let the dev identify the message source (human agent or the channel/queue events auto messages). adding extra data would be really helpful.

   thanks

   hello,

   it would be helpful for customers who want to track the timestamps and type of events/messages in real time through their web page where they load the messaging script.

   the ask is to add a log in the console or a record in the LocalStorage that would allow determine wether amessage has been sent by the platform (channel auto message / queue event message) or a response from an agent (written message).

   in the attachments, we can see the records logged in the local storage when a conversation is established. also the event message_received that is logged in the… more

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5. enhance RCX messaging events documentation

   please update RC messaging events documentation:
   https://developers.ringcentral.com/engage/digital/guide/interactions/web-messaging/javascript-api

   by adding :

   var UNDOCUMENTED = [
   'starttyping', 'stoptyping', 'typingstart', 'typingstop',
   'automaticmessage', 'newmessage'
   ];

   also add more explicit example to the documentation so customers can apply ready to use examples.

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6. Feature Request: Improve Error Handling for RCX Agent Profiles with Deleted/Unreachable REX Users

   eature Request: Improve Error Handling for RCX Agent Profiles with Deleted/Unreachable REX Users

   Product: RingCX (RCX)
   Category: Feature Enhancement / Usability
   Suggested Priority: Medium

   Issue / Customer Impact:
   When accessing an RCX Agent Profile, the platform may display the generic error message:

   “An internal error has occurred. Please try again.”

   In our investigation, we identified that the RCX Agent Profile was synchronized with a RingEX (REX) user whose extension had already been deleted. However, the error message does not indicate that the issue is related to the associated RingEX user or extension.

   This resulted in additional troubleshooting and investigation time before we were able to identify the actual cause.

   Requested Enhancement:
   Improve the error handling and messaging when an RCX Agent Profile is associated with a RingEX user whose extension is no longer available or whose user account has been deleted.

   Instead of displaying a generic internal error, the platform should provide a clear and actionable message, for example:

   “Unable to load this agent profile because the associated RingEX user or extension is no longer available. Please verify that the RingEX user is still active or connect this agent profile to another available user.”

   Ideally, the system should also provide an option to reconnect the existing agent profile to a new/active RingEX user, rather than requiring the administrator to delete the agent profile and create a new one.

   Expected Benefits:

   Provides administrators with actionable information immediately.
   Reduces unnecessary troubleshooting and escalation time.
   Avoids misleading “internal error” messages when the underlying cause is a configuration/synchronization issue.
   Allows administrators to resolve the issue without recreating the RCX Agent Profile.
   Improves the overall administration experience between RingCX and RingEX.

   Additional Recommendation:
   A clear visual indicator, such as a red error banner within the Agent Profile, could identify that the associated RingEX user/extension is no longer reachable and provide a direct “Reconnect User” or “Change Associated User” action.

   eature Request: Improve Error Handling for RCX Agent Profiles with Deleted/Unreachable REX Users

   Product: RingCX (RCX)
   Category: Feature Enhancement / Usability
   Suggested Priority: Medium

   Issue / Customer Impact:
   When accessing an RCX Agent Profile, the platform may display the generic error message:

   “An internal error has occurred. Please try again.”

   In our investigation, we identified that the RCX Agent Profile was synchronized with a RingEX (REX) user whose extension had already been deleted. However, the error message does not indicate that the issue is related to the associated RingEX user or extension.

   This resulted in additional troubleshooting and investigation time… more

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7. auto dialer with automated system

   I would like to have a feature that when i dialed the customer's number using RingCentral App
   there will be an Automated system will tell my customer that im on my way.

   3 votes

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8. Support Extension-to-Extension Call Transfers Between Separate RingCentral Accounts (Cross-Tenant Transfers)

   Request the ability for users to transfer calls directly to extension numbers that belong to a different RingCentral account/tenant without requiring the use of direct phone numbers.

   Currently, internal extension-to-extension transfers are only supported within the same RingCentral account. Organizations that operate multiple RingCentral tenants, or frequently collaborate with affiliated companies on separate RingCentral accounts, cannot transfer calls using extension dialing. This limitation requires users to maintain and dial full direct phone numbers, which is less efficient and creates confusion for end users.

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9. 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

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10. 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

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11. RingCX Interaction Recording Policies

    RingCX is a purpose-built multi-modal feature set that expands on the core RingCentral call queues serving our customers more effectively. In keeping with that, RingCX must have everything RingEX supports around customer experience in addition adding capabilities that streamline and improve customer experience.

    Soon to be released on RingEX is a very important Call Recording update, Smart Automatic Call Recording (ACR) Notification, that can automatically record and play announcement or not record based a one- or two-party state NOTE: this is for Outbound calls on Ring EX.

    As RingEX adds features like this it is imperative to match and surpass the EX feature set so that as a company we don’t dilute the RingCX sales momentum. Recording Policies in the Contact Center space isn’t something new and we can improve our standing by undertaking a necessary improvement.

    It is desirable to add a new programming “Tool” in RingCX Admin >RingCX Interaction Recording Policies. I might suggest that we future proof it and consider it omni capable, if nothing more for now than screen recording paired with a call or digital interaction.

    Allow for multiple policies to be created satisfying BPO requirements
    Policies allow selection of Channel Types, Direction in/out, Voice, Screen
    Do not record list example would be a specific telephone number never gets recorded
    Programmable messaging for voice calls “This call is being recorded” that can be user created along with multi language default messaging along with Play once or play periodic at lower volume
    I would suggest also proving a periodic tone (volume controllable) that is often associated with Public Safety, Ambulatory Care, Insurance Providers and Financial Services. Often the beep plays every 15 seconds indicating the line is being recorded
    Interaction Recording Policies are created outside of the Queue or Campaign and then applied to Queues or Campaigns. Each Q or C could have their own policy, or a single policy could be applied to all Q & C’s.

    RingCX is a purpose-built multi-modal feature set that expands on the core RingCentral call queues serving our customers more effectively. In keeping with that, RingCX must have everything RingEX supports around customer experience in addition adding capabilities that streamline and improve customer experience.

    Soon to be released on RingEX is a very important Call Recording update, Smart Automatic Call Recording (ACR) Notification, that can automatically record and play announcement or not record based a one- or two-party state NOTE: this is for Outbound calls on Ring EX.

    As RingEX adds features like this it is imperative to match and surpass… more

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12. Recording from RingCX should be assigned to the agent who answered the call

    For call recordings in RingCX, if the initial segment of the call is RNA or deflected and then routed to another agent, the recording name should be on the agent who answered the call, not on the agent who gets the ring first. It would be ideal if there were additional tokens to choose from under the destination directory.

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13. Enhance RingCX Audit Logs with Detailed Changes

    Expand RingCX audit logs to show:

    The specific fields, permissions, and roles changed.

    Previous and updated values.

    The user or API application that initiated the change.

    The affected account and exact timestamp, including time zone.

    Details of permission-copy operations, including source and destination accounts.

    Current behavior:
    “API modified agent” entries show the affected agent and timestamp but do not provide the specific changes or initiating user.

    Customer use case:
    The customer reported that vso@solidarityhealthshare.org lost RingCX Admin access while a team member was copying Austin Walker’s permissions to Whitney Gneiding. The available audit entries did not establish what changed or whether the permission-copy operation caused the access loss.

    Admin access was restored through backend changes, but the customer still needs a detailed change history for internal documentation.

    Business impact:
    Limited audit details prevent administrators from tracing permission changes, determining the cause of unexpected access loss, and documenting corrective actions.

    Desired outcome:
    Provide a searchable and exportable audit history that allows administrators to identify who changed access, what changed, and when.

    Expand RingCX audit logs to show:

    The specific fields, permissions, and roles changed.

    Previous and updated values.

    The user or API application that initiated the change.

    The affected account and exact timestamp, including time zone.

    Details of permission-copy operations, including source and destination accounts.

    Current behavior:
    “API modified agent” entries show the affected agent and timestamp but do not provide the specific changes or initiating user.

    Customer use case:
    The customer reported that vso@solidarityhealthshare.org lost RingCX Admin access while a team member was copying Austin Walker’s permissions to Whitney Gneiding. The available audit entries did not establish what changed or… more

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14. Transcriptions for voicemail email notifications in RingCX

    Current Behavior:
    When a call routed to a workflow or voice queue is sent to voicemail, the email notification received contains only the voicemail recording as an attachment. There is no voicemail transcription included in the email body.

    Requested Enhancement:
    Enable voicemail transcriptions to be included directly in the email notifications sent when a voicemail is left for a workflow or voice queue.

    This functionality already exists in the RingEX platform, and we would like to have the same capability available in RingCX for consistency and usability.

    Important Clarification:

    This request is not related to the Queue Voicemail Channel feature.
    The Queue Voicemail Channel routes voicemails to agents assigned to a digital channel, which is a different use case.
    The requirement is to receive voicemail transcriptions in the company email inbox that currently receives voicemail notifications, not within the queue voicemail channel or agent workspace.

    Business Value:

    Improves accessibility and readability of voicemail messages
    Reduces the need to download and listen to voicemail recordings
    Aligns RingCX capabilities with existing RingEX functionality
    Enhances customer experience and operational efficiency

    Current Behavior:
    When a call routed to a workflow or voice queue is sent to voicemail, the email notification received contains only the voicemail recording as an attachment. There is no voicemail transcription included in the email body.

    Requested Enhancement:
    Enable voicemail transcriptions to be included directly in the email notifications sent when a voicemail is left for a workflow or voice queue.

    This functionality already exists in the RingEX platform, and we would like to have the same capability available in RingCX for consistency and usability.

    Important Clarification:

    This request is not related to the Queue Voicemail Channel feature.… more

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15. Set up your workflow

    Issue: Set up your workflow

    Background: when incoming call is received from the main number

    there will be automatic text(RingCX Workflow Builder) coming from RC number

    Request:
    to have an option or custom rule from the Set up your workflow
    not to send automatic text message from the RC number if customer received the call from the same phone number

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16. RingCX_ Updating the priority via API for leads

    The customer is attempting to update lead priorities using the PATCH API for leads that are already loaded into the system. However, this is not functioning as expected.

    According to the RingCX Product team, updating priorities via API for already-loaded leads is not currently supported by system design. However, the team is actively reviewing this capability for potential enhancement in 2027.

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17. Allow moving into aftercall while on an active call
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18. Caller ID Override for Callbacks in RingCX

    Currently, the callback feature has no caller ID override. By default, it uses the DNIS as the caller ID when a callback is made by the system. For calls to external numbers that are forwarded to the RingCX number, it shows the number where the external number is forwarded as the caller ID.

    Looking to have a feature or option to set the forwarded number (external number) as the caller ID.

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19. Support Inbox Mode for RingCX Salesforce Embedded Agent

    Feature Area: RingCX CRM Integration – Salesforce Embedded Agent
    Request Type: Product Enhancement
    Requested Enhancement: Support Inbox Mode and display Digital Information sections for interactions handled through Inbox mode.

    1. Feature Request Summary

    Request support for Inbox mode within RingCX CRM integrations, specifically the Salesforce Embedded Agent.

    Currently, the Salesforce Embedded Agent only supports interactions delivered through queues. Interactions handled through Inbox mode are not supported, resulting in the Digital Information sections being unavailable in the Salesforce Embedded Agent.

    We are requesting an enhancement that allows agents to access and manage Inbox-based interactions directly through the Salesforce Embedded Agent, including the associated Digital Information sections.

    1. Current Behavior

    According to the Product Team, Inbox mode is currently not supported in CRM integrations. Only interactions delivered through queues are supported.

    As a result:

    Inbox-based interactions are not supported within the Salesforce Embedded Agent.

    The Digital Information sections associated with these interactions are not available in the embedded interface.

    Agents may need to access the native RingCX interface to work with functionality that is unavailable through the CRM integration.

    1. Expected Behavior

    Enhance the Salesforce Embedded Agent to support Inbox mode in addition to queue-based interactions.

    The proposed functionality should allow:

    Agents to access and handle interactions assigned through Inbox mode.

    Digital Information sections to be displayed within the Salesforce Embedded Agent.

    Agents to access the relevant interaction information without having to switch between Salesforce and the native RingCX interface.

    Existing queue-based interaction functionality to remain unchanged.

    1. Business Impact

    Supporting Inbox mode in Salesforce would provide a more consistent agent experience across the RingCX platform and CRM integration.

    Potential benefits include:

    Improved agent workflow by reducing the need to switch between applications.

    Better visibility of digital interaction information within Salesforce.

    More consistent functionality between the native RingCX interface and the Salesforce Embedded Agent.

    Improved productivity for organizations that use Inbox mode as part of their interaction-handling workflow.

    Feature Area: RingCX CRM Integration – Salesforce Embedded Agent
    Request Type: Product Enhancement
    Requested Enhancement: Support Inbox Mode and display Digital Information sections for interactions handled through Inbox mode.

    1. Feature Request Summary

    Request support for Inbox mode within RingCX CRM integrations, specifically the Salesforce Embedded Agent.

    Currently, the Salesforce Embedded Agent only supports interactions delivered through queues. Interactions handled through Inbox mode are not supported, resulting in the Digital Information sections being unavailable in the Salesforce Embedded Agent.

    We are requesting an enhancement that allows agents to access and manage Inbox-based interactions directly through the Salesforce Embedded Agent, including the… more

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20. 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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