219 results found
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Feature Request – Distinct “Invalid Number” Result for Manual Outbound Calls
Description:
Currently, in RingCX historical reports, manual outbound calls to invalid numbers are recorded as “No Answer” in the Call Results column. This makes it impossible to differentiate between genuine no-answer calls and invalid-number attempts in reporting.
Business Impact:
Agents and managers cannot accurately track list quality or outbound performance.
Invalid numbers are not flagged for clean-up, reducing operational efficiency.
Reporting and analytics on manual outbound campaigns are incomplete.
Requested Feature:
Introduce a distinct call result/disposition such as “Invalid Number” for manual outbound calls.
Ensure this result is visible in historical reports, dashboards, and exported data.
(Optional) Include this disposition…
3 votes -
RCX | Unique Caller Reports
Customer is looking for a more simplistic way of filtering the Unique callers they have coming to the RCX. They want to have a Report that will show them the unique caller and also a way to filter or the option to show how many times a specific number called them within a day, month or year.
2 votes -
Omnidirectional Allow RingCentral App Channels
We would like the "Allow RingCentral App Channels" setting to sync both ways. It has been described as Unidirectional. Currently on a RCX Call, we could still get a direct call to our office line. We would like presence to sync both ways so that our agents don't get another call while on a CC call.
17 votes -
Retroactive Update of Historical Reporting Data
We would like to request an enhancement to allow updates made in the admin portal (e.g., DNIS description name changes in RingCX) to be reflected retroactively in historical reporting data.
Current Behavior:
When a DNIS description name is updated in the RingCX admin portal, the new description only applies to data moving forward. Historical reports continue to display the previous DNIS description, which can lead to inconsistencies and confusion when analyzing past data.Requested Enhancement:
Enable the system to apply updated DNIS description names to historical reporting data, so that reports reflect the most current naming conventions regardless of when…2 votes -
View RingCX Dashboards in Softphone-Client
It should be possible to display the created dashboards from Analytics directly in the client, preferably via an additional selection, so that the website does not have to be open in parallel for the display.
12 votes -
RCX | Blinking Alert when a call is waiting in queue
Have an ability in Real time dashboard to set up like a blinking alert when a call is waiting in a queue for more than the SLA that is set up.
2 votes -
Add RNA as a configurable Wallboard/RT Dashboard Metric
We would like the ability to configure a routing rule using calls categorized as RNAs.
For example, we are attempting to separate out calls that were abandoned (by caller) but also routed to an agent that did not answer resulting in an RNA.
This would help understand, in real time, customers that may need to be called back due to an agent missing a legitimate client call.
1 vote -
Allow Hiding Metrics on a Historical Report
Ability to hide a metric on a report. For example, I use 2 metrics to calculate a custom metric, but I don't want those visible on the finished report.
7 votes -
Improve Historical Reporting: Exclude Deleted Agents and Queues past their deletion date
When an agent or queue is deleted, the historical data associated with them should ideally no longer be displayed or should be clearly marked as inactive past their deletion date.
If multiple agents are leaving and are removed from RingCX, manually filtering them out from historical dashboards is indeed very difficult and inefficient.
Hence, the agent and queue details should be cleared off after the date they are deleted from the portal
12 votes -
Interaction Search
Interaction Search feature like on CXOne. Instead of pulling up a report and manually look for the interaction.
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…2 votes -
RingCX Inbound Queue Reconciliation & Unclassified Exit Visibility
We request a native, system-calculated metric in RingCX Analytics that automatically reconciles the total Queue Inbound Interactions (Presented) against all final outcomes (Answered, Abandoned, Callback, and Deflected). Currently, a significant volume of interactions falls into a catch-all "Other" bucket due to system-level disconnects or unclassified IVR exits, requiring complex manual reconciliation. This enhancement should provide a clear, granular breakdown of Unclassified Queue Exits and a pre-calculated "Total Outcomes" column to ensure every presented call is accounted for with 1:1 accuracy without manual spreadsheet work.
3 votes -
Consistent Conversation Identification Between Historical Exports and New Reporting
Expected Outcome / Requested Evolution
Provide a solution that enables reliable conversation matching between historical exports and the new reporting, for example by:exposing a stable and persistent conversation/thread identifier shared across legacy exports and the new reporting module, or
providing a mapping mechanism between historical contentthreadid values and the new conversation identifiers (UID / UUID), or
adding a field in the new reporting that explicitly references the historical conversation identifier.Business Impact
Without this evolution:historical vs. current conversation analyses cannot be reconciled,
longitudinal KPIs and trend analysis are not reliable,
manual and error-prone reconciliation is required.1 vote -
Consistent Agent Identification Across Historical and New Livechat Reporting
Expected Outcome / Requested Evolution
Provide a solution enabling reliable agent matching across historical and new reporting data, for example by:exposing a stable and unique agent identifier shared across legacy exports and the new reporting module, or
providing a mapping table between historical agent IDs and the new identifiers (UID / UUID), or
exposing an additional field in the new reporting that allows reconstruction of this mapping.Business Impact
Without this evolution:agent-level historical analyses are incomplete or inaccurate,
trend analysis before vs. after the reporting migration is not reliable,
manual reconciliation work is required, with a high risk…1 vote -
RingCX - Option not to count outbound queue calls within inbound reporting stats
Currently, if an agent has an inbound queue assigned to them in the 'manual outbound default queue assignment' field, then manual outbound calls made by that agent are counted in analytics as inbound calls against that inbound call queue.
This causes some confusion in reporting and skews stats related to inbound calls to the given call queue.
Customers would like an option to differentiate between inbound and outbound calls associated with an inbound queue, or at least manual outbound calls associated with an inbound queue should not be counted on inbound reports & dashboards.
30 votes -
Include Dispositions in “All Categories” field in conversation exports
In RingCX, Dispositions have replaced Post-Qualifications previously used in Engage Digital.
With Engage Digital, Post-Qualification values were correctly included in conversation/thread exports via the “All Categories” field.
The selected Disposition by agent should appear in the “All Categories” field, exactly as Post-Qualifications did previously in Engage Digital.1 vote -
External Agent ID missing from agent export files (CSV / Excel) and reporting
The External Agent ID field is correctly configured and populated in agent profiles within RingCX Admin, but it is not included in agent export files (CSV / Excel).
This prevents the use of exported agent data for downstream systems and reporting.1 vote -
Forced logout or manual logout reporting
To have a report on whether an agent was forced to log out by a supervisor or system log out due to a network issue, or manually log out on their own.
4 votes -
Add team filter to “Real‑Time Digital” and “Real‑Time Agent” views
Supervisors currently cannot filter real‑time indicators by team in the “Real‑Time Digital” and “Real‑Time Agent” views. This limits operational monitoring and makes it difficult to analyze performance and workload at team level.
1 vote -
Callback Queues in Real time dashboard
The customer is requesting enhanced visibility for callback queues within the RingCX Real-Time Dashboard. Currently, while the Real-Time Inbound widget provides an overview of total queued interactions, it does not distinguish between active queued calls and callback-queued requests. As a result, both interaction types are grouped together, limiting the ability to accurately monitor callback activity in real time. The customer is specifically looking for a configurable widget or dashboard enhancement that allows callback-queued requests to be displayed separately from active calls, enabling clearer insights into queue distribution (e.g., distinguishing how many are active vs. callback requests at any given time).…
1 vote
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