150 results found
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Add Long Call under Data tab in RingCX Real-time Dashboard Custom Widget
To have Long Call under Data tab when creating a custom widget in RingCX Real-time Dashboard
It would be better if all metrics in the default Inbound widget are available when creating a custom widget.2 votes -
ringcx analytics restrict
Have a feature to restrict the access of an admin to the analytics based on the team/department/group they are only managing.
This is an issue as Admins should not be able to see other departments data via report.
25 votes -
Ability for an admin user with "Company Numbers" permission and an assigned domain role to move numbers to RingCX
If a site has a number directly assigned to it, a site admin with domain access to that site cannot move their own numbers to CX. While we prefer not to allow site admins with domain access to see or move every number, it would be beneficial if they could move their own number to CX instead of relying on a limited number of people to perform this task each time.
3 votes -
Supervisor access for survey results in RCX
Currently, survey results for agents are accessible only to administrators, not supervisors. This limitation poses challenges for our clients, as supervisors require access to these results without being granted additional privileges.
5 votes -
Hidding Columns in Reports to produc more complex Calculations
When creating Reports and using the "Create Metric" to produce a %age I want to combine M2 and M3 as a Sum then get a %age between the "result" and M1 (see Screen Shot) I dont need the Column to show but I need the column "in" the report so aI can produce the Ratio "M5"
If we are given the ability to hide columns this will mean that customers can produce complex custom reports and Metric's without having to ask for "Custom" metrics be produced by the RC Dev Team or ask for "embebbed" metrics to be an option.
2 votes -
Add filter for "Last Week" to Date Range
Add "Last Week" Option to Date Range for RingCX Analytics.
1 vote -
Update Agent State in Real-Time Dashboard of Analytics
As a manager, I utilize the real-time dashboard in analytics to monitor my agents. I would like to be able to change the agent's state from this screen in analytics, rather than the supervisor tab within the contact center. Currently I have to log into the queue as a supervisor in order to change the state of an agent. When logging into the queue it skews the stats of how many agents are in the queue as I do not take calls.
5 votes -
RingCX Realtime dashboard "Presented" call counts doesn't adds up with "Answered" + "Abandoned"
RingCX real-time dashboard displays call counts for a specific queue. However, it doesn't accurately reflect calls that end in a callback. These callbacks are counted in the "Presented" count but not in the "Answered" or "Abandoned" counts.
EVSE has suggested creating a feature request to include other call statuses in the real-time dashboard, specifically for callbacks, but also potentially for other statuses.
11 votes -
Share Dashboards outside Admin Hierarchy
Currently, only parent level admins have the highest privileges sharing real time dashboards; equal level users can share among each other but not up to their parent admin, and users who are lower on the hierarchy can't share dashboards with other admin users outside of their hierarchy.
There should be a security or general setting that enables admins to share dashboards outside of their own hierarchy.
4 votes -
ms team apps Reports
Reports to show who has the ms teams app installed, who is signed into the ms team app, users picking up the calls from ms teams
1 vote -
Ability to Change Time Format in RingCX CSV Reports from Seconds to HH:MM:S
When downloading a report in CSV format, there should be an option to change the time format from seconds to hours:minutes:seconds (hh:mm:ss).
14 votes -
Change the time zone for the Global Inbound Call Detail in the Historical reports.
Customer requesting to change the time zone for the Global Inbound Call Detail in the Historical reports.
1 vote -
Combined Voice and Digital Interactions Handled in RingCX Analytics
In the Agent Activity report, when the filter is set to all channels, the Interactions Handled metric does not include the digital interactions handled. When the filter is set to voice channels only, the interactions handled are the same as when the filter is set to all channels. And when the filter is set to channels only, Interactions Handled and Acceptance Rate are blank.
To check the actual digital interactions handled by agents, one must go to Digital Analytics > Activity tracking > Conversations activity.
It would be a great feature to have a report that can show all interactions…
3 votes -
Feature Request: Option to Remove uiicall1 Column from RingCX Survey Report
Description:
Currently, the uiicall1 column in the Survey Input section of the RingCX survey report is mandatory and cannot be removed. Some customers have requested the ability to customize the report layout, including the option to remove this column if it is not relevant to their reporting needs.Proposed Feature:
Allow users to optionally hide or remove the uiicall1 column from the survey report.
Ensure that removing the column does not affect report functionality or data integrity.
Include an admin setting or report customization option for this purpose.
Business Justification:
Providing this flexibility will improve the usability of RingCX survey…1 vote -
Feature Enhancement Request – Token-Based Access for RingCX Historical Reports
Subject: Feature Enhancement Request – Token-Based Access for RingCX Historical Reports
Description:
Currently, RingCX Analytics provides token-based access for Realtime Dashboards, enabling secure external display. However, this functionality is not available for Historical Reports, which limits the ability to securely and selectively share historical data with authorized users.Use Case / Business Impact:
Organizations need access to historical RingCX data to generate reports and analyze trends.
Without token-based access, exporting historical reports requires manual CSV/XLS downloads or scheduled email/FTP deliveries, increasing operational overhead and delaying reporting.
Token-based access would allow only specific users to view these reports, preventing unrestricted access…
1 vote -
RCX | Exporting reports with OB caller ID
"manual outbound caller id" be added as a selectable field/filter in reports for RingCX.
2 votes -
Agent acceptance rate in Inbound Queue Overview report
For the Inbound Queue Overview report (in the standard historical reports), I would suggest that the agent acceptance rate in the entire column shall display or show the actual percentage of staff's performance in decimal point or digit number, instead of rounding up the tenth digit to whole number. For example, if the interactions handled (7416) is divided by the interactions assigned (7438), then the agent acceptance rate should be 7416/7438 = 99.7 % (not 100% by rounding it up ). Hope Ring Central team can consider this idea and modify the data accordingly to meet our business's need. Thank…
2 votes -
Feature Enhancement Request – Support for Dynamic Number Insertion (DNI)
Summary:
Requesting the addition of Dynamic Number Insertion (DNI) support within RingCentral to improve call tracking and marketing attribution capabilities.Details:
Current Status:
No native support or KB documentation found for DNI on the RingCentral support site.
A workaround exists by leveraging third-party solutions (e.g., CallRail) that integrate with RingCentral.
Enhancement Value:
DNI enables businesses to assign unique phone numbers to website visitors based on their traffic source (ads, search, referrals, etc.).
Improves marketing analytics and ROI tracking by linking inbound calls to specific campaigns.
Reduces dependency on third-party tools and ensures more seamless workflows if supported natively.
Request:
Enhance…2 votes -
Agent dashboards
Would like agents to be able to see other agents on their dashboard so they can see who is at lunch, who is currently on a call..etc..
5 votes -
Add Queue Time In Interaction Time if the Call Became Abandoned
Please add the queue time in the interaction time for calls that resulted to abandoned.
2 votes
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