170 results found
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RCX | Same day caller reports
Looking for a way to pull up a reporting solely for Same day callers that separates the new/potential callers with the callers that are calling multiple times in a day.
3 votes -
Ability to delete chat interactions from the Real-time Dashboard page
There are old interactions—some dating back 1–2 years—that the customer would like to delete. They are specifically requesting the ability to remove these interactions from the RingCX Analytics Real‑Time Dashboard page.
1 vote -
Scheduled Report Download
RingCX Scheduled Report.
Current Behavior: When customers receive their RingCX scheduled report, they will click on a link which then requires them to log in to ringCX. But then when logged in all it does it take to default view. Meaning this see interactions button functionally does nothing.
Then while they are in the system, they click their saved report and then hit the download button. Which then sends another email.Suggested Improvement: When customers receive their scheduled reports, it should contain the download report instead to make this process more straight forward.
This will improve customer experience by eliminating…5 votes -
Add filter for "Last Week" to Date Range
Add "Last Week" Option to Date Range for RingCX Analytics.
2 votes -
UC and RCX call recording report
Currently, when calls are made in RingEX using a RingCX-provisioned number as the caller ID, the call appears in the Interaction Details report in RingCX. However, since the call is initiated from the UC side, the corresponding recording isn’t visible within RingCX.
The customer is requesting the ability to include these UC-originated calls — along with their recordings — in RingCX reporting for better visibility and tracking.
3 votes -
Real-Time Telephony Metrics for Inbound Queues
We require the ability to monitor granular telephony failure states directly within the Inbound Queue real-time dashboard widgets. Currently, these dashboards focus on successful connections
Key Requirements:
New Metrics for Inbound Widgets: Ability to toggle and display Busy, Fast Busy (Congestion), No Answer, and Voicemail (VM) counts.
Context: These metrics must be available for both inbound routing and manual outbound attempts made by agents assigned to Inbound Queues.
Visibility: Real-time (5–10 second refresh) tracking of these states to identify carrier issues or database quality immediately.
Use Case: Allows supervisors to distinguish between a "Fast Busy" (telephony/carrier error) and a standard…
1 vote -
Digital analytics reports for specific interactions
Wants to have a report for Digital analytics of specific interactions based on certain keywords
1 vote -
RingCX Report showing Agent Rank in Certain queues
• In RingCX Analytics, there should be a report that would show an agent's rank in certain queues
• This would allow Admin to better manage their users and allow them to see the data they need at a glance
• This would also save time by just downloading one report and admins wouldn't have to go to each voice queues checking the agent rank5 votes -
Have Answered Interactions per Agent have a per-hour report
Have an option for Answered Interactions per Agent or any other report, have a per-hour (per-day) option. This gives a clear view of how calls are trending and how productive agents are in handling calls.
3 votes -
dashboards data refresh time
customers would like to have over dashboards in RCX ( especially the real time dashboards) a shorter refresh time - 1s or 3s instead of 5 seconds.
65 votes -
Report on Custom Agent State in RingCX
Currently, any agent state configured on an Account will show as (empty) vs what is mapped to the underlying base state.
We must display the states customers are expecting to see based on their account setup.
4 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.
6 votes -
Enhanced Agent Dashboards for Queue Visibility and Custom Statuses
Currently, RingCX agents have limited visibility into calls across queues, agent availability, and overall queue activity. While supervisors can see more detailed information, agents themselves cannot access this data without compromising security. Existing workarounds, such as using JWT tokens, are not viable as they grant access to admin settings and analytics, creating a significant security risk.
Agents would benefit from a dedicated dashboard that provides real-time visibility into calls, queue status, and agent availability without exposing KPIs or sensitive information from other agents. This would also support coordination among agents for breaks, shift changes, and coverage planning.
We request the…
2 votes -
Agent States Transition
Agent States Transition report presented as a bar graph, displaying the duration and frequency of each status.
12 votes -
RingCX Analytics: Report to Track Supervisor Updates to User Availability States
We’d like to request the addition of a report in RingCX Analytics that tracks when a Supervisor updates the availability state of another user.
This report should include:
The Supervisor’s name and ID who made the change
The user’s name and ID whose availability was updated
The previous state and new state
The date and timestamp of the changeThis feature would improve visibility, enhance accountability, and assist in troubleshooting state-related issues within the contact center.
4 votes -
Ability to Deactivate Agents and Retain Historical Reporting in RingCX
Customers need the ability to deactivate or disable agent accounts in RingCX instead of deleting them when an agent leaves. This feature should allow reassigning the license to a new agent without losing the historical reporting tied to the original agent’s profile. Currently, deleting an agent removes access to their historical data, and modifying profiles causes historical reports to reflect the new agent information, which is not ideal. Implementing this feature would help preserve valuable reporting data while efficiently managing license reassignments.
7 votes -
Call Monitoring Audit Log report that shows who monitored whom and when.
We would like to have a report that we can run called a “Call Monitoring Audit Log.” Specifically, we need to be able to generate a report that shows who monitored whom and when.
1 vote -
dashboard ring no answer
Call which have not been answered by an agent and which trigger the RNA state appear multiple times on the Supervisor Dashboard until they are actually routed to an agent. Whilst logically, this makes sense it does not make for an easy interpretation. Can we show such calls as one single call/interaction within the dshaboard.
3 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"
1 vote -
RingCX Analytics: "Today" button in filtering time in historical reports.
It would be better to have a "today" button in the interaction details instead of going to the static date and change the date manually as this is ineffiicient and requiring more steps.
7 votes
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