161 results found
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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 -
RingCX Analytics Schedules Schedule Frequency select specific days of the week
The settings in RingCX Analytics Schedules should the option to select specific days of the week, like setting a schedule for Mon|Wed|Thu or Tue|Wed|Thu|Fri|Sat.
1 vote -
Add "Today" on Date Range filter for custom historical dashboards
The "Today" filter is available on the standard dashboard. However, the option gets removed as soon as you clone the report or create a custom dashboard. As a workaround, we have to select the static or relative period option and then select today's date. This can be tricky and time-consuming.
1 vote -
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 -
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 -
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
14 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 -
Historical Reports for Callback Requests for the next day
Ability to have a Historical Reports for Callback Requests for the next day. The current reports only show callback requests already made
2 votes -
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.
8 votes -
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
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