161 results found
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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…1 vote -
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.1 vote -
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…3 votes -
Restore Historical Dashboard Report Scheduling
Product:
RingCX – Historical Dashboard / AnalyticsRequest:
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…1 vote -
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.
…
1 vote -
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 -
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 -
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 -
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…7 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"
4 votes -
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…3 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
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