Currently, in the RingCX Agent Interface, the Stats tab (specifically under the 'Inbound' and 'Blended' views) provides a single column for "Presented" calls. This metric is an aggregate that combines both Inbound and Outbound presented calls into one figure.

In contrast, the RingCX Analytics Real-Time Dashboards (e.g., the People Services Dashboard) already provide a granular breakdown with separate columns for "Pres. IB" (Inbound) and "Pres. OB" (Outbound).

This discrepancy creates a lack of visibility for agents who need to distinguish between their reactive (inbound) and proactive (outbound/manual dial) performance within their primary workspace.

Proposed Solution
Update the Table Settings within the Agent 'Stats' view to allow for more granular metric selection. Specifically, we request that the single "Presented" checkbox be replaced or supplemented with:

Presented Inbound (Pres. IB)

Presented Outbound (Pres. OB)

This change should be reflected in both the Stats Table columns and the Summary Tiles at the top of the interface.

Key Benefits
Consistency: Aligns the Agent UI with the existing Real-Time Analytics/Supervisor reporting structure, providing a "single source of truth" across the platform.

Performance Tracking: Allows agents to clearly see how many manual dials or outbound campaign calls have been presented versus inbound queue volume.

Accuracy: Prevents confusion when an agent's "Presented" count is high, but their "Answered" count looks low because they were performing manual dials that are currently being lumped into the same stat.

Operational Efficiency: Reduces the need for agents to ask supervisors for a breakdown of their activity, as they can self-serve this data directly from their RingCX workspace.

Supporting Documentation
Refer to attached: JLP RCX Agent Stats Settings.jpg – Shows the current limitation in the Table Settings.

Refer to attached: JLP RCX Real Time Dash.jpg – Shows the existing functionality in Analytics that we wish to see mirrored in the Agent view.