219 results found
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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 -
Transcript URL in Historical Reports
The ability to make Transcript URL links in Historical Reports clickable, similar to the functionality currently available in the Historical Dashboard. At present, transcript URLs in Historical Reports are displayed as plain text.
When accessing the Historical Dashboard > Standard > Interactions Overview > scroll down to “Interaction Summary, Transcript and Recording”. The customer can see the "Transcript URL" as a link.
But when going to Historical Reports > Standard > Search for "Transcript" > Select any of the 2 reporting > The "Transcript URL" is not showing as a link.
2 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 -
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 -
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 -
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 -
Add “Average Handling Time” column to Real-time Agent view
Add a new column “Average Handling Time” in the Real-time Agent view.
This column should display, for each connected agent:The average handling time of interactions
Calculated on a time window consistent with real-time data
Based on ongoing and/or recently handled interactions (same logic as other real-time KPIs)2 votes -
Analytics Report for RingEX to RingCX Transfer calls
Currently, there is limited visibility into calls that originate in RingEX and are transferred to RingCX. We would like to request the ability to generate a dedicated Analytics report (or add relevant metrics to existing reports) that specifically tracks RingEX to RingCX transfer calls.
Business Impact:
This enhancement would improve visibility into cross-platform call handling, support operational reporting, and help identify potential gaps in call routing or agent performance. It would also assist in troubleshooting customer-reported issues related to transferred calls."We believe this feature would significantly enhance reporting accuracy and operational transparency for organizations using both platforms.
3 votes -
Agent Whisper Data in RingCX Analytics
Summary
Introduce visibility of Agent Whisper events within RingCX Analytics to allow supervisors and administrators to track whether a whisper was successfully connected to an agent during interactions.Problem Statement
Currently, RingCX Analytics does not provide any data or reporting on Agent Whisper activity. There is no way to determine:If a whisper was initiated
Whether the whisper successfully connected to the agent
The duration or timing of the whisper
The frequency of whisper usage across interactionsThis lack of visibility limits quality assurance, coaching effectiveness, and operational insights for teams relying on real-time guidance features.
Proposed Solution
Enhance RingCX…2 votes -
RCX - Realtime Dashboard Access
RingCX agents should have the option to view the dashboard to see the other agent's status in the RingCX Agent platform, not in Analytics, regardless if they are just an Agent or an Admin.
12 votes -
Historical Reporting ability to select days of the week.
Add specific days of the week to the custom scheduling options. When a user clicks on "custom" the UI should display a list of days so that the user can select to run the report every Monday, every Tuesday, etc. See attachment for example.
Admin's are currently using the custom option to built the report run the on Tuesday, another run on Wednesday, Thursday, etc. This is time consuming and could be solved by giving an option to select the days of the week as in the top image of the PDF.
1 vote -
- Susan reports they are receiving inappropriate chat - The wanted to confirm if its the same person that is pretending to be a 30 different
- They are receiving inappropriate chat
- The wanted to confirm if its the same person that is pretending to be a 30 different people
- That chat is being received in their Chat Channel
2 votes -
Ability for Any Admin to Modify, Disable, or Delete RCX Historical Report Schedule Regardless of Ownership
Currently, a RingCX admin can only modify and delete Historical Report Schedules that they own.
I would like to suggest a feature enhancement to allow an admin to delete any Historical Report Schedule, regardless of ownership. This is particularly useful for Historical Report Schedules no longer owned by off-boarded admins or users whose admin access has been revoked.
This capability can also be important if a situation arises where an employee is absent from the business due to unforeseen circumstances and the schedule needs to be modified, disabled, or deleted. Furthermore, if an admin is deleted, the schedule will show…
25 votes
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