238 results found

1. Delete agent's old name from the agent full name filter

   When an agent's name is edited, the old name stays on the CX analytics agent full name filter. All interactions associated to the agent will be associated to the new name which makes the old name useless.

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2. Realtime reporting to report on Categories

   Placeholder to provide more details...

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3. RCX | Increase data download

   have the ability to increase the data download in RingCX analytics from 80,000 to higher.

   5 votes

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4. Reporting Enhancement Request – Identification of Manually Rejected Inbound Calls

   I would like to request a reporting enhancement to identify instances where an agent has manually rejected an inbound call.
   The existing RNA (Ring No Answer) report provides visibility of calls that were not answered; however, it does not differentiate between calls that timed out and calls that were deliberately rejected by an agent. Having access to this information would improve call handling analysis, provide greater transparency, and support agent accountability.
   RNA calls recorded in less than 30 seconds cannot automatically be assumed to be caller-abandoned calls. The RNA metric includes both missed calls and calls that have been actively rejected by an agent. As current reporting does not distinguish between these outcomes, it is not possible to determine whether an agent manually rejected the call or simply did not answer before the call ended.
   As a result, call duration alone is not a reliable indicator of what occurred and cannot be used to accurately identify rejected inbound calls. This limits our ability to investigate specific incidents and accurately assess call-handling behaviour.
   To provide meaningful operational insight and support effective management reporting, a reporting capability that clearly distinguishes between missed calls and manually rejected inbound calls would be required.
   Business Benefit:
   • Improved accuracy of call-handling reporting.
   • Ability to identify and investigate manually rejected calls.
   • Enhanced agent accountability and coaching opportunities.
   • More reliable analysis of inbound call performance and customer experience.

   I would like to request a reporting enhancement to identify instances where an agent has manually rejected an inbound call.
   The existing RNA (Ring No Answer) report provides visibility of calls that were not answered; however, it does not differentiate between calls that timed out and calls that were deliberately rejected by an agent. Having access to this information would improve call handling analysis, provide greater transparency, and support agent accountability.
   RNA calls recorded in less than 30 seconds cannot automatically be assumed to be caller-abandoned calls. The RNA metric includes both missed calls and calls that have been actively… more

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5. ajouter un filtre permettant d'exclure de la visibilité des superviseurs certains échanges

   Objectif métier :
   Améliorer la pertinence des tableaux de supervision en masquant les conversations n’ayant reçu aucune réponse utilisateur. Cela permet d’éviter que les superviseurs soient exposés à des tâches non traitées ou non traitables, qui n’apportent pas de valeur au suivi opérationnel.

   Résultat attendu :

   Exclure les échanges dont userrepliescount = 0.
   Afficher uniquement les conversations ayant fait l’objet d’au moins une réponse utilisateur.
   Réduire le bruit dans les tableaux de bord.
   Faciliter le suivi des activités réellement engagées et améliorer l’efficacité de la supervision opérationnelle.

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6. Show Who Has Clicked "Start Dialer" on the Real-Time Dashboard

   Issue :
   The problem is that the real-time supervisor dashboard does not show whether a user or agent has clicked on the "Start Dialer" button or not.

   What is the Proposed Solution?
   We want to add a new column to the Real-Time Agent Monitoring Dashboard called "Dialer Status." This column will track whether an agent has initiated their dialing session or not based on backend indicators:
   Dialer Clicked: The system tracks that the agent has actively clicked the button to initiate the dialer workflow, indicating they are actively participating in the campaign.
   Dialer Not Clicked: The agent is logged in but has not clicked the button to start the workflow, meaning they are completely idle and not pulling any leads.

   Why do we need this?
   No More Desk Checks: Supervisors can instantly see who is actively running the dialer directly from their own dashboard, eliminating the need to physically spy on agents' screens.
   Saves Time: Managers won't have to wait around or run deep historical reporting just to verify if an agent is actually working.
   Easy Troubleshooting: If every agent shows that the dialer is clicked but no calls are going through, we immediately know the system has run out of numbers to call.

   Issue :
   The problem is that the real-time supervisor dashboard does not show whether a user or agent has clicked on the "Start Dialer" button or not.

   What is the Proposed Solution?
   We want to add a new column to the Real-Time Agent Monitoring Dashboard called "Dialer Status." This column will track whether an agent has initiated their dialing session or not based on backend indicators:
   Dialer Clicked: The system tracks that the agent has actively clicked the button to initiate the dialer workflow, indicating they are actively participating in the campaign.
   Dialer Not Clicked: The agent is logged in… more

   3 votes

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7. Restore Historical Dashboard Report Scheduling

   Product:
   RingCX – Historical Dashboard / Analytics

   Request:
   Bring back the ability to schedule and automatically deliver reports generated from the RingCX Historical Dashboard.

   Current Behavior:
   The RingCX Historical Dashboard currently does not provide a Schedule option for dashboard reports. Users can view and analyze historical data, but they cannot configure the dashboard to automatically generate and deliver a report on a recurring schedule.

   Expected Behavior:
   Provide a Schedule option within the Historical Dashboard that allows users to configure recurring report delivery.

   Suggested Scheduling Options:

   Daily
   Weekly
   Monthly
   Selected days of the week
   Configurable time and timezone
   Recipient email addresses
   Report format, where applicable
   Ability to enable, edit, pause, or remove an existing schedule

   Business Impact:
   The Historical Dashboard is frequently used by supervisors, managers, and administrators to monitor contact center performance and share operational metrics with stakeholders.

   Without scheduling functionality, users must manually access the Historical Dashboard, generate the required report, and distribute the information. This adds repetitive administrative work and makes it more difficult to provide consistent daily or weekly reporting.

   Restoring the Schedule option would allow organizations to automate recurring operational reports and ensure that supervisors and management receive the required information without manual intervention.

   Use Case:
   A contact center manager needs to receive a Historical Dashboard report every morning containing the previous day's agent and contact center performance metrics.

   With scheduling enabled, the manager could configure the report once and have it automatically generated and delivered at the desired time each day.

   Requested Enhancement:
   Restore the Historical Dashboard Report Schedule functionality and provide a scheduling interface comparable to the scheduling capability available for other RingCX reporting features.

   Product:
   RingCX – Historical Dashboard / Analytics

   Request:
   Bring back the ability to schedule and automatically deliver reports generated from the RingCX Historical Dashboard.

   Current Behavior:
   The RingCX Historical Dashboard currently does not provide a Schedule option for dashboard reports. Users can view and analyze historical data, but they cannot configure the dashboard to automatically generate and deliver a report on a recurring schedule.

   Expected Behavior:
   Provide a Schedule option within the Historical Dashboard that allows users to configure recurring report delivery.

   Suggested Scheduling Options:

   Daily
   Weekly
   Monthly
   Selected days of the week
   Configurable time and timezone
   Recipient email addresses… more

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8. Increase the maximum capacity limit for RingCX Analytics Historical Reports beyond the current platform limitation of 80,000

   Request: Increase the maximum capacity limit for RingCX Analytics Historical Reports beyond the current platform limitation of 80,000 rows, 80,000 columns, or 80,000,000 cells. According to the current RingCX Analytics platform capacity documentation, reports exceeding this limit only display partial results, with the option to export the full dataset as a raw CSV file.

   Business Justification: The customer generates large volumes of historical analytics data and is reaching the current reporting limits. The existing capacity restricts their ability to view and analyze complete datasets directly within RingCX Analytics, resulting in additional manual effort to export, process, and review data externally.

   Requested Enhancement:

   Increase the Historical Report result size limit beyond:
   80,000 rows
   80,000 columns
   80,000,000 cells
   Allow larger datasets to be displayed and processed directly within RingCX Analytics.
   Improve scalability for customers with high call volumes and extensive historical reporting requirements.

   Customer Impact:

   Reduces dependency on CSV exports for large reports.
   Improves reporting efficiency and user experience.
   Enables more comprehensive analytics and trend analysis within the RingCX platform.
   Supports enterprise customers with significant reporting and compliance requirements.

   Current Limitation: RingCX Analytics Historical Reporting currently supports a maximum report size of 80,000 rows, 80,000 columns, or 80,000,000 cells, and exports are limited to 80,000 rows for manually downloaded reports.

   Priority: Customer Enhancement Request / Analytics Scalability Improvement.

   RingCX Analytics historical dashboards and historical reports have the following platform capacities.
   https://support.ringcentral.com/article-v2/RingCX-Historical-Analytics-platform-capacity.html?brand=RingCentral&product=RingCX&language=en_US

   Request: Increase the maximum capacity limit for RingCX Analytics Historical Reports beyond the current platform limitation of 80,000 rows, 80,000 columns, or 80,000,000 cells. According to the current RingCX Analytics platform capacity documentation, reports exceeding this limit only display partial results, with the option to export the full dataset as a raw CSV file.

   Business Justification: The customer generates large volumes of historical analytics data and is reaching the current reporting limits. The existing capacity restricts their ability to view and analyze complete datasets directly within RingCX Analytics, resulting in additional manual effort to export, process, and review data externally.

   … more

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9. RingCX Feature Request: Historical HAR and Console Log Capture for Intermittent Issue Troubleshooting

   Summary

   • Enhance the diagnostic tooling to allow capture and retrieval of historical browser logs, including HAR (HTTP Archive) and browser console logs, to help investigate intermittent issues that cannot be reproduced on demand.

   Problem Statement

   • Currently, our troubleshooting tools primarily capture agent logs in real time. However, they do not include browser-level diagnostic data, such as:

   1. HAR (network request logs)

   2. Browser console logs

   • When customers report intermittent issues, the following challenges arise:

   1. The issue occurs randomly and cannot be predicted.

   2. HAR and console logs must be manually enabled before the issue occurs.

   3. In many cases, the issue has already happened before logging was enabled, leaving no diagnostic data.

   4. Analytics historical reports have a delay of approximately 1–2 hours, which prevents immediate correlation with the issue.

   As a result, support teams must rely on customers or agents to attempt reproducing the issue again while recording logs, which is often difficult or impossible.

   Proposed Solution

   • Introduce a diagnostic logging enhancement that enables capturing and storing historical browser logs for troubleshooting.

   Key capabilities may include:

   1. Background Diagnostic Logging

   Allow agents or customers to enable a temporary background logging mode that captures:

   • Network activity (HAR logs)

   • Browser console logs

   • JavaScript errors

   This logging can run for a limited period or until manually disabled.

   1. Historical Log Retrieval

   Provide the ability to export captured logs after an issue occurs, even if the problem was not anticipated.

   Logs may include:

   • Network requests and responses

   • Console errors and warnings

   • Timestamped events

   1. Optional Event-Based Capture

   To reduce data volume, logging could be triggered when certain events occur, such as:

   • Failed API requests

   • JavaScript exceptions

   • Page load failures

   • Network timeouts

   Expected Benefits

   • Improves root cause analysis for intermittent issues

   • Reduces dependency on real-time reproduction

   • Provides browser-level diagnostics alongside agent logs

   • Helps compensate for the 1–2 hour delay in analytics reporting

   • Shortens issue investigation and resolution time

   Suggested Priority

   • Medium–High

   This enhancement would significantly improve the support team’s ability to investigate unpredictable or intermittent customer issues.

   Summary

   • Enhance the diagnostic tooling to allow capture and retrieval of historical browser logs, including HAR (HTTP Archive) and browser console logs, to help investigate intermittent issues that cannot be reproduced on demand.

   Problem Statement

   • Currently, our troubleshooting tools primarily capture agent logs in real time. However, they do not include browser-level diagnostic data, such as:

   1. HAR (network request logs)

   2. Browser console logs

   • When customers report intermittent issues, the following challenges arise:

   1. The issue occurs randomly and cannot be predicted.

   2. HAR and console logs must be manually enabled before the issue occurs.

   3. In many cases, the issue… more

   5 votes

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10. Add Caller's Name for Inbound Call Details Report

    To add a column or filter that would show the name of the contact number they saved through the contact information section in the Inbound Call Details report.

    There's an existing Caller's Name column available for Interaction Details, but it only shows the CNAM of the phone number and not the one saved through the contact information section.

    5 votes

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11. check what number given by the customer in the call back request

    A report to check what number given by the customer in the call back request

    1. Additional details for the feature that you are requesting:
       There is no way to continue to track a call if the caller requests a call back to a number that they didn’t call from.

    2. What is your use case for this feature request?
       To figure out what happened to a certain call/s without having to ask the caller what number they used when they enter it into the system.

    3. What problem are you trying to solve or what problems does the current functionality cause?
       Streamlining analytics.

    4. How do you want the feature/product to work (proposed solution)?
       Keep it under the same UII number or combine them in analytics.

    A report to check what number given by the customer in the call back request

    1. Additional details for the feature that you are requesting:
       There is no way to continue to track a call if the caller requests a call back to a number that they didn’t call from.

    2. What is your use case for this feature request?
       To figure out what happened to a certain call/s without having to ask the caller what number they used when they enter it into the system.

    3. What problem are you trying to solve or what problems does the current functionality cause?
       Streamlining… more

    2 votes

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12. Real-Time Dashboard Refresh

    Allow the users to see the real-time data of the dashboard in any circumstances (e.g, forgot to logout properly) they should still see updated real-time dashboard.

    4 votes

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13. Feature Request: Add Reporting for Abandoned Chats in RingCX

    Feature Request: Add Reporting for Abandoned Chats in RingCX

    Summary:
    Request to introduce a reporting feature in RingCX that captures and displays metrics for abandoned chats — similar to how abandoned calls are tracked in voice queues.

    Details / Description:
    Currently, RingCX does not provide any native reporting or metrics that log abandoned chat interactions, such as when a customer initiates a chat but disconnects before an agent accepts or responds.
    This limits visibility for contact center managers who need to measure missed engagement opportunities and optimize staffing and response strategies.

    Use Case:
    Supervisors and analysts need the ability to identify how many customers abandon chat sessions before they are handled, along with timestamps and queue information.
    This data would help:

    Improve response times by identifying high abandonment periods.

    Enhance customer experience by ensuring sufficient agent coverage.

    Provide parity with existing voice reporting (e.g., abandoned call metrics).

    Requested Enhancement:

    Add “Abandoned Chats” as a metric in chat queue reports and real-time dashboards.

    Include fields such as:

    Queue name

    Timestamp of chat initiation and abandonment

    Time waited before abandonment

    Agent availability at time of event

    Optionally, include in Interaction Detail Reports (IDR) or Queue Summary Reports.

    Business Impact:
    Without this feature, supervisors lack visibility into missed chat interactions, making it difficult to track customer engagement effectiveness or staffing needs.

    Feature Request: Add Reporting for Abandoned Chats in RingCX

    Summary:
    Request to introduce a reporting feature in RingCX that captures and displays metrics for abandoned chats — similar to how abandoned calls are tracked in voice queues.

    Details / Description:
    Currently, RingCX does not provide any native reporting or metrics that log abandoned chat interactions, such as when a customer initiates a chat but disconnects before an agent accepts or responds.
    This limits visibility for contact center managers who need to measure missed engagement opportunities and optimize staffing and response strategies.

    Use Case:
    Supervisors and analysts need the ability to… more

    8 votes

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14. Retrieve deleted RingCX Custom Report

    Implement a deleted folder or archive system when removing custom reports from the Historical Reports/Dashboard in RingCX Analytics.

    6 votes

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15. Ability to see Logged out agents in RingCX Real time Dashboard

    Ability to see Logged out agents in RingCX Real time Dashboard

    Currently in the Real Time Agent Widget, it only shows logged in agents. It would also help if it would show agents who are logged out

    18 votes

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16. Analytics and real time data discrepancies.

    We need to have the correct data under the real-time analytics. Currently, there are discrepancies between the real data and the data shown on live reports, the numbers are not correct, and they do not correlate with the other widgets, some widgets show some data and some widgets show different data even when they should be reflecting the same numbers. Even checking under performance reports or business analytics will show some discrepancy, and it hinders our abilities to correctly assess the situation and give correct feedback or adjust our team numbers, etc. There is one example attached.

    •  

    9 votes

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17. RingCX Historical Dashboard Export to PDF

    Description:
    It would be highly beneficial to have the Ability to Export RingCX Historical Dashboard that would fit or resize the contents to show all data within a single page. Currently the system renders the dashboard at its native, on-screen layout and does not automatically resize or fit-to-page. When a dashboard's visualization is wider or taller than a standard document page, the content will unfortunately be clipped in the exported PDF rather than scaled down to fit.

    Use Case:
    The ability to control the export to PDF for a quick overview at a glance instead of downloading the excel or csv file and munually gathering a snippet of the dashboard.

    Description:
    It would be highly beneficial to have the Ability to Export RingCX Historical Dashboard that would fit or resize the contents to show all data within a single page. Currently the system renders the dashboard at its native, on-screen layout and does not automatically resize or fit-to-page. When a dashboard's visualization is wider or taller than a standard document page, the content will unfortunately be clipped in the exported PDF rather than scaled down to fit.

    Use Case:
    The ability to control the export to PDF for a quick overview at a glance instead of downloading the excel or… more

    2 votes

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18. New Reporting Metric: Chat Widget Uptime & Hourly Available Gap Analysis

    Summary of Requirement: We require a report that tracks the availability status of the web chat widget (Visible vs. Hidden) relative to business hours. Specifically, we need to report on the percentage and duration of time the chat option was unavailable/hidden on the customer's website, broken down by hour.

    Use Case: The client is a Business Process Outsourcing (BPO) provider whose revenue model is strictly tied to engagement volume.
    * Revenue Loss - Every minute the chat widget is hidden (due to capacity limits or staffing gaps) equates to unrecoverable missed revenue.
    * The "Black Hole" Effect - Currently, RingCX reports on interactions received. It does not report on the time periods where the widget was effectively "down." During peak seasonal periods (e.g., Christmas), the client suspects high unavailability (potentially >50%) but lacks the data to prove it or pinpoint the exact hours it occurs.

    Impact on Customer Experience (CX)
    * Sentiment Decline - The client’s demographic demands immediate, live support. When the chat option is hidden during business hours, it creates significant friction and damages brand perception.
    * Blind Spots - Without visibility into "unavailability duration," the client cannot quantify the negative impact on CX scores during peak traffic.

    Operational & Workforce Management Impact
    * WFM Inefficiency - Without knowing when the widget is hiding due to lack of agents, the WFM team cannot optimize schedules. They are effectively staffing based on "answered" volume rather than "true demand."
    * Forecasting - They cannot accurately forecast for future peaks because the "lost time" data is missing from historical reports.

    Specific Functional Requirement We request a standard report or dashboard widget that visualizes:
    1. Hourly Availability Rate: (e.g., 09:00–10:00: Chat Widget Active 40 mins / Inactive 20 mins).
    2. Unavailability Percentage: A calculation of (Time Widget Hidden / Total Business Hours) * 100.

    It would also be helpful to offer threshold alerts and the ability to flag when unavailability exceeds a certain percentage (e.g., >10% downtime) to trigger immediate staffing adjustments.

    Summary of Requirement: We require a report that tracks the availability status of the web chat widget (Visible vs. Hidden) relative to business hours. Specifically, we need to report on the percentage and duration of time the chat option was unavailable/hidden on the customer's website, broken down by hour.

    Use Case: The client is a Business Process Outsourcing (BPO) provider whose revenue model is strictly tied to engagement volume.
    * Revenue Loss - Every minute the chat widget is hidden (due to capacity limits or staffing gaps) equates to unrecoverable missed revenue.
    * The "Black Hole" Effect - Currently, RingCX… more

    7 votes

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19. Analytics Real-Time Dashboards - Add a Real-time Agent Widget Organized by Queues

    It would be helpful to be able to create a widget/tile for individual inbound queues. Each row of the widget would show the agent name and their interaction data just like in the Real-time agent widget. Except we'd be able to instantly see the names of all the agents signed into each queue as these widgets would dynamically update as agents are assigned/unassigned to the queues.

    There is an existing "Inbound" widget which only "provides a row of overall metrics for each inbound queue"

    4 votes

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20. 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.

    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… more

    3 votes

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