Business Hours Filter in RingCX Analytics
Summary:
- We would like to request the ability to apply filters in RingCX Analytics that limit data to business hours only, in addition to the existing date-based filters.
Current Limitation:
- At present, Analytics filters in RingCX can be applied based on date ranges, but there is no option to restrict reports to specific hours of the day (e.g., business operating hours). This makes it difficult to generate accurate performance reports that reflect true operational hours.
Requested Enhancement:
- Add a filter option that allows users to:
- Apply reports to defined business hours (e.g., 8:00 AM – 5:00 PM).
Select from:
- Account-level configured business hours
- Queue-level business hours
- Or manually define a custom time range per report
Option to toggle:
- “Include 24 hours” (default behavior)
- “Business Hours Only”
Business Impact:
Ensures accurate KPI reporting (e.g., SLA, ASA, Abandonment Rate)
Prevents after-hours calls from skewing performance metrics
Improves management reporting and workforce planning
Reduces manual data extraction and manipulation outside the platform
Expected Outcome:
- Providing a business-hours filter would enhance reporting accuracy, reduce manual adjustments, and improve overall usability of RingCX Analytics.
Vanessa
shared this idea
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This feature is available in RCX Analytics:
Filtering Historical Data to Specific Time Windows Within a Day
Question: Can I filter historical reports to a specific time window within a single day (e.g., 2-hour, 8-hour windows)?
Answer: Yes. RCXA supports sub-day time window filtering through two complementary approaches. Note: You must be in EDIT mode on the report or dashboard to add these filters, and you must save your changes for them to be applied and available for future use.
Entering Edit Mode (Analyzer View)
Open the historical report or dashboard
Click the Edit button (typically in the top toolbar)
The interface switches to edit mode, also known as Analyzer view, where additional filter options become availableApproach 1: Filter by Specific Day(s) of Week
Once in edit mode:Click the date/time filter (showing "All time" or a selected date range)
Click "+ Additional filter"
From the available Date attributes, select Day of Week
Choose specific days (e.g., Monday, Wednesday, Friday)
Click Apply
This isolates your data to interactions occurring on specific days of the week within your selected date range.Approach 2: Filter by Specific Hours
Once in edit mode:Click the date/time filter (showing "All time" or a selected date range)
Click "+ Additional filter"
From the available time-related attributes, select one of:
Started Hour — filters to specific hours (0-23)
Started Half Hour — filters to 30-minute intervals
Started Minute — filters to minute-level precision
Choose the specific hours/times you need (e.g., hours 14-21 for a 2pm-10pm window)
Click ApplyThis isolates your data to interactions occurring within specific hours of the day.
Combining Filters
You can combine both approaches by clicking "+ Additional filter" multiple times to add both Day of Week and Started Hour filters simultaneously.
Saving Your ChangesAfter configuring your filters in edit mode, click Save to apply and persist the changes to the dashboard. Your filter configuration will then be available for future use whenever you open that report or dashboard.
Creating a Custom Report
Alternatively, you can create a custom report by cloning a standard report or building from scratch. In the Analyzer view, configure these time-based filters pre-configured. This approach is useful if you need a dedicated view with specific time window filtering. Use the available time-related attributes and dimensions, then save it for recurring use.
