28 results found

1. Quality of Service (QoS) Portal for RingCX Calls

   Implementing a Quality of Service (QoS) Portal in RingCX would allow visibility into whether call quality issues originate from the agent’s side or the caller’s side.

   82 votes

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2. transfer

   Include Agent Name on Transfer Segment in Interaction Details Report

   Request Summary:
   When an agent initiates a transfer (especially a warm transfer) during an active call, the Interaction Details Report splits the call into two segments under the same UII. However, the second segment (the transfer attempt) does not display the agent name, resulting in incomplete data when filtering by agent in the report. The customer requests that the agent name be captured for all segments of a call—including transfer attempts—to ensure accurate reporting.

   ---

   Current Behavior:
   • The agent's name is shown for the initial (inbound) segment.
   • During a transfer attempt, the second segment is created but shows Agent Name = N/A.
   • As a result, when filtered by agent, the report omits the transfer segment—causing data discrepancies.

   ---

   Expected Behavior:
   • Both the original and the transfer segments of the interaction should capture and display the initiating agent's name.
   • Filtering the Interaction Details Report by agent should include all call segments initiated by that agent, including canceled or completed transfer attempts.

   ---

   Business Impact:
   • The customer relies heavily on the Interaction Details Report to track individual agent activity.
   • Missing agent data on transfer segments leads to inaccurate call metrics, causing confusion and a lack of confidence in reporting.
   • For instance, OB calls made during active IB calls are not tracked properly, resulting in agent performance being under- or over-represented.

   ---

   Use Case Reproduction (as demonstrated by customer):
   1. Agent places outbound call (OB) to their own cell.
   2. While on call, agent clicks Transfer, dials another number, connects, then cancels the transfer.
   3. Interaction Details shows:
   o 2 call segments (same UII),
   o 1st segment: agent name populated,
   o 2nd segment: agent name = N/A.
   4. Filtering by agent omits the 2nd segment entirely.

   ---

   Supporting Evidence:
   • Multiple test scenarios (UIIs included in case notes).
   • Screenshots, spreadsheets, and logs attached to Case 27382978.
   • Customer provided 4-page Excel document showing discrepancies between reports.
   • Customer's updated report (“Updated Agent Activity Report: Daily”) does not fix the issue due to missing agent name in core data.

   ---

   Requested Solution:
   Modify the data model or reporting logic so that agent information is retained and displayed in all segments of an interaction, especially during transfer attempts (warm or cold), regardless of whether the transfer is completed or canceled.

   Include Agent Name on Transfer Segment in Interaction Details Report

   Request Summary:
   When an agent initiates a transfer (especially a warm transfer) during an active call, the Interaction Details Report splits the call into two segments under the same UII. However, the second segment (the transfer attempt) does not display the agent name, resulting in incomplete data when filtering by agent in the report. The customer requests that the agent name be captured for all segments of a call—including transfer attempts—to ensure accurate reporting.

   ---

   Current Behavior:
   • The agent's name is shown for the initial (inbound) segment.
   • During a… more

   • 

   68 votes

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3. Increase Historical Report Capacity

   RingCX Historical Reporting is limited to 60k lines per RC Support site. Customer is making around 200K OB dials per day, and wants to be able to report on every interaction in one report. With current limitations, customer will have to download 4 separate reports.

   7 votes

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4. Shorten RingCX Historical Report Refresh Time Rate

   Historical reporting may take up to an hour to populate, with an official timeframe of 15–60 minutes as specified by the product team. The customer has requested that the reports be available in near real-time.

   22 votes

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5. Feature Request: Report on Transferred Call Destinations in RingCX

   I am writing to submit a feature request for RingCX that would greatly benefit our clients. Specifically, I am looking for the ability to generate a report that details the specific numbers to which calls are being transferred.

   Use Case:
   One of our clients has requested this feature to analyze their call transfer data. They need to determine the percentage of inbound call volume that is being transferred back to an internal IT phone number. This data is crucial for them to optimize their call routing and improve overall operational efficiency.

   Requested Feature:
   Report Type: Call Transfer Destination Report
   Details Required: The report should include the original inbound number, the transferred number, and the timestamp of the transfer.
   Purpose: To enable clients to analyze call transfer patterns, specifically to internal numbers, for better decision-making and resource allocation.
   Implementing this feature would add significant value to our platform and enhance the reporting capabilities that our clients rely on.

   Thank you for considering this request. Please let me know if you need any further details or clarifications.

   I am writing to submit a feature request for RingCX that would greatly benefit our clients. Specifically, I am looking for the ability to generate a report that details the specific numbers to which calls are being transferred.

   Use Case:
   One of our clients has requested this feature to analyze their call transfer data. They need to determine the percentage of inbound call volume that is being transferred back to an internal IT phone number. This data is crucial for them to optimize their call routing and improve overall operational efficiency.

   Requested Feature:
   Report Type: Call Transfer Destination Report
   Details… more

   15 votes

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6. Dashboard view modification

   Please add an option to hide the extra part at the bottom for the real-time dashboard.

   •  

   25 votes

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7. RingCX - Limit Access to Real-time Analytics

   We would like to have the option to limit the metrics that will show in the Real-time Dashboard. This can be applied to users who have "view-only" access to the Analytics.

   For example:

   The "agent state" metric in the Real-time Agent Dashboard can be removed.

   2 votes

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8. More specific end call results in RingCX

   Summary of desired feature: Comprehensive call results based on SIP response, (i.e. lack of minutes on prepaid phone, phone disconnected, number out of service, ignored, mailbox full, mailbox not set up yet.)

   What does the feature do that RCX doesn't currently do?

   Parse out call outcomes in RingCX to be more specific based on SIP responses, currently unreachable numbers, including all outcomes listed above, are listed as: NOANSWER for the end call result. Other variables include INTERCEPT and CONGESTION.

   What impact will this feature have on the customer's business?

   Allows customers to have a better understanding of call results, which allows them to report to their contractual obligations and responsibilities in a more business effective manner for reasons of called parties not being reachable or able to complete.

   How important is this to the customer?

   Business critical

   When does the customer need this feature?
   As soon as possible.

   Summary of desired feature: Comprehensive call results based on SIP response, (i.e. lack of minutes on prepaid phone, phone disconnected, number out of service, ignored, mailbox full, mailbox not set up yet.)

   What does the feature do that RCX doesn't currently do?

   Parse out call outcomes in RingCX to be more specific based on SIP responses, currently unreachable numbers, including all outcomes listed above, are listed as: NOANSWER for the end call result. Other variables include INTERCEPT and CONGESTION.

   What impact will this feature have on the customer's business?

   Allows customers to have a better understanding of call results, which… more

   3 votes

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9. Read-Only Access For Real-Time Dashboard on RingCX

   Customer needs to give their client read-only access to their RingCX Real-Time Dashboard for their client to view data without configuration/modification access. Customer does not want their client to have access to anything else including calling, Ringsense or the option to change the dashboard configuration – only for them to have the ability to view the real-time dashboard they created for them.

   Customer wants their client to be able to view real-time dashboards only but not able to change any of the configuration, click on any of the queues to see more details or have the ability to create or modify the real-time dashboard. Basically, customer does not want their client to have access any other data besides viewing them only.

   Customer needs to give their client read-only access to their RingCX Real-Time Dashboard for their client to view data without configuration/modification access. Customer does not want their client to have access to anything else including calling, Ringsense or the option to change the dashboard configuration – only for them to have the ability to view the real-time dashboard they created for them.

   Customer wants their client to be able to view real-time dashboards only but not able to change any of the configuration, click on any of the queues to see more details or have the ability to create or… more

   4 votes

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10. Improvements to Realtime Dashboards

    In order to refresh the RingCX Analytics Real-Time Dashboard the following considerations should be given:

    a. Clean modern omnichannel widget-driven data elements

    b. Live Interactions including voice and digital in the IVR and in Queue state. Admins require being able to see how many live interactions and what the current state is. Waiting, Active Inbound, On Hold, Active Outbound, Callback State

    c. Agent State (including logged out agents) with configurable fields to view like ANI, DNIS, Interaction time, etc. This widget also needs to have Monitor, Coach, Barge for both voice and digital interactions, re-assign/assign agent queue and rank, (Placeholder “Assign Agent” widget in the event that “picking or supervisor assign waiting interaction to a specific agent” is added

    d. Robust new Alert Center (replacing Rules) allowing Supervisor to set alerts for calls waiting xx, # of call are xx, through agent in xxxx state for xx. These alerts can emulate today’s capabilities like changing color, displaying a banner or playing a tone then to enhance the capabilities to offer email and SMS as an alert option. NOTE: alert should be server-based and not require the dashboard to be active

      i.    Triggers to include all current rules in place and those in the Admin Alerts
    
     ii.     Examples = active for 00:00:00, Waiting for 00:00:00, Active # is greater than xx, Agent count is greater. Triggers for individual occurrences like abandoned call or agent deflected/RNA need to include the corresponding information like the ANI of the abandoned caller or the agent name/ID of the agent that deflected/missed a call.
    
    iii.    In addition, an alert for agents not logged in are requested
    
    iv.     Configuration settings for alerts should include options for = each occurrence, between the hours of x am and xx pm, Trigger once per occurrence, trigger every x minute until resolved.
    

    e. Similar to what is present currently, Separate widgets for inbound, outbound and digital. The IVR could fold into Realtime since it is needed to show all active interactions in an easy to view, monitor and manage environment.

    f. Widgets will offer Line Totals

    In order to refresh the RingCX Analytics Real-Time Dashboard the following considerations should be given:

    a. Clean modern omnichannel widget-driven data elements

    b. Live Interactions including voice and digital in the IVR and in Queue state. Admins require being able to see how many live interactions and what the current state is. Waiting, Active Inbound, On Hold, Active Outbound, Callback State

    c. Agent State (including logged out agents) with configurable fields to view like ANI, DNIS, Interaction time, etc. This widget also needs to have Monitor, Coach, Barge for both voice and digital interactions, re-assign/assign agent queue and rank, (Placeholder… more

    6 votes

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11. Timezone option for Engage Voice Historical Reports

    In prebuilt report, the customer easily change the timezone in accordance to their location. This could really save their time so much. Since the Prebuilt Report is already on End Of Life, the customer strongly request to include the timezone option in the Historical Reports

    8 votes

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12. Realtime Dashboard>Today's Calls to become Today's Interactions

    Suggestion is to change "Todays Call's" in Realtime Dashboard to "Today's Interactions" and show digital conversations along with the calls for an omni channel experience.

    2 votes

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13. In Realtime Digital Dashboard, have the ability to Monitor/Coach/Barge in

    When using the realtime dashboard monitor, provide digital interaction supervisor controls allowing monitor, coach and barge

    3 votes

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14. On/Offhook Reporting by Aux State

    Current reporting capabilities can only show total offhook time for a day. However, agents can be offhook in aux states other than Available. Example- Agents can toggle offhook while in lunch aux. We need reporting that gives us the ability to understand offhook time in each aux state.

    10 votes

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15. Historical Reports to include additional data fields

    Include data points in the historical reports that match the prebuilt DRD report like lead First, Last Name, Title, Suffix, etc.

    8 votes

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16. Engage Voice Historical Report_Inbound call detail_Call recording is shared with both agents

    When a user's Engage voice application goes to RNA State, the call is offered and answered by a different agent. The system will have the recording shared with both of the agents. The customer would like the recording to be saved to a specific user who answered the call to avoid having issues with Inbound Call Detail Report.

    1 vote

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17. Add Agent State Change Report to Historical reporting platform

    This is another consideration for the historical reporting platform after the Prebuilt reports are gone. This report is very useful for the call center supervisors to get a granular detail of the agent behavior, especially when agents are being suspected of not adhering to call center expectations. A report of this sort is absolutely a necessity in a call center environment. Please add this report or similar to the historical reporting.If possible, please consider the addition of the ANI or Call UII (preferably both) to the report.

    6 votes

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18. Agent Login Time Historial report log time in a hours and minutes decimal instead of showing days hours minutes and seconds instead of s...

    ...howing days hours minutes and seconds.. I'd like to see about getting the Agent Login Time Historial report to show times with hours and minutes in a decimal format instead of showing days hours minutes and seconds. I have tried to change the format to both Decimal (1) and Decimal (2) neither of which changes it into the decimal format we need.

    3 votes

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19. Engage Voice - Interactions Details Report - add ability to filter by UII

    Please add the ability to filter by UII to report.Currently can only filter by UII Date, UII Time, UID. Exporting report into Excel as a "number, 0 decimal places" adds 0000s to UII, therefore changing the number and negates the ability to search for a specific UII.Thank you

    3 votes

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20. Add fields from Prebuilt reports to Historical reports

    With the sunset of Prebuilt reports, please add the following fields to the Historical reporting platform:"Agent Call Notes" and "Is Callback" from the Prebuilt Inbound Call Detail report."Logout DTS" from the Prebuilt Agent Session report

    5 votes

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