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.