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.
Homert
shared this idea
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Maria
commented
Managing frontline support teams, it would be helpful to have the ability to adjust or remove RNA (Ring No Answer) time in rare situations where it is recorded unintentionally.
For example, situations like an employee accidentally leaving their browser open, traveling, or experiencing a technical issue can result in many hours of RNA being recorded even though the employee was not actively working. Since RNA is an important performance metric, these cases can significantly impact reporting accuracy and fairness for the employee.
Having an option for supervisors or administrators to review and adjust these instances would help ensure metrics remain accurate and reflective of actual performance.
Additionally, another possible solution could be allowing companies to enable an automatic logout after a certain time, such as when a store or company closes, to help prevent situations like this from occurring or creating thresholds.