228 results found
-
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
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.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.What problem are you trying to solve or what problems does the current functionality cause?
Streamlining…
2 votes -
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 -
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…8 votes -
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 -
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 -
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 -
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…2 votes -
Include agents with 0 result/count
Currently, the reporting system omits agents who have zero interaction counts when filters or metrics are applied. Please add a feature that lets admins include all agents in filtered reports—regardless of activity, with a '0' or blank placeholder so that we can see the full team's performance.
2 votes -
Reporting for Max Queue Calls
It would be helpful to have visibility into how many calls are dropped each day once the voice queue reaches its set limit. For example, if the maximum queue calls is set to 7, any additional incoming calls are dropped after that limit is reached. A report showing the number of calls dropped due to hitting this limit on a daily basis would be very useful.
2 votes -
Revert lost Analytics reports once an Admin has been recreated
Revert any lost Analytics reports once an Admin has been recreated
1 vote -
RingCX Digital Emails and RT Dashboards
Real-Time digital only provides UII numbers for emails that are currently in queue and there is currently no way to search the system by UII numbers to see the contents of currently queued emails. In order to see the actual emails, we have to view them in "All Messages". We regularly have auto replies, spam emails, etc. that do not require a response. Because we have no way to transfer them to the junk, spam or deleted folders/mailboxes, we either ignore them or reply to the message. When we ignore the messages, the queued totals in Real-time digital remain the…
5 votes -
Wants to see Requeued Calls and Transferred Calls in RingCX Analytics
Wants to see Requeued Calls and Transferred Calls in RingCX Analytics
Wants to view the RingCX Analytics page to see the number of requeued or transferred calls when agents use the Requeue or Transfer options. There should be a report available that shows which calls were handled using these options.8 votes -
RingCX Analytics Historical Reports Column Slider Adjustment
RingCX Analytics, creating a private historical report, using metrics.
The column to search for metric data such as Queue Inbound Answered Interaction should be adjustable from left to right so that admins can see the full name of the metric.
Currently there is a question mark icon next to the metric that will display the full name and additional information, but without knowing all the names of the different metrics available, it can be time consuming highlighting the question mark for each one.
I did find that if I rename the metric, then the full name will display below the…
2 votes -
RingCX Realtime Reporting: Agent Disposition
Proposed Enhancement Request:
- Ability to view, in Live Reporting, when a call has ended and how long an agent remains in After Call Work status until they manually return to Available.
- Ability to view when an agent completes their call disposition in real time.
- Additional live reporting metrics or indicators that help supervisors monitor extended ACW activity and pending dispositions without needing to pull (historical) reporting.Current Limitation:
- At this time, Admins/Supervisors/Managers can only determine ACW duration by pulling (historical) reports after the fact. There does not appear to be a live reporting capability that shows…2 votes -
RingCX Analytics Schedules Schedule Frequency select specific days of the week
The settings in RingCX Analytics Schedules should the option to select specific days of the week, like setting a schedule for Mon|Wed|Thu or Tue|Wed|Thu|Fri|Sat.
1 vote -
Add "Today" on Date Range filter for custom historical dashboards
The "Today" filter is available on the standard dashboard. However, the option gets removed as soon as you clone the report or create a custom dashboard. As a workaround, we have to select the static or relative period option and then select today's date. This can be tricky and time-consuming.
1 vote -
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…6 votes -
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"
3 votes -
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
• RingCXTitle
• 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…
2 votes -
RingCX Analytics: Additional Metrics and Elements to Simplify Use and Provide Enhanced Functionality
There is a significant need for the ability to drill down into historical data and filter digital queue KPIs by channel name and ID. This functionality serves multiple purposes and use cases, with a common scenario being the grouping of channels by site, language, or brand. Without the ability to create a more granular channel breakdown of KPIs, RingCX data analysts and supervisors have limited capabilities when it comes to determining and understanding potential customer service performance issues or identifying areas for improvement across different sites, languages, or brands today. Additionally, providing the associated digital thread ID within Historical Reporting…
32 votes
- Don't see your idea?