228 results found
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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 -
RingCX Analytics Platform
Have the ability to see to which ext the call was transferred if the user will transfer the call from RingCX to RingEX. Instead of showing UC Voice or UC.
11 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 -
Increase Historical Report Capacity
RingCX Historical Reporting is limited to 60k lines per RC Support site. Customer is making around 200K OB dials per day, and wants to be able to report on every interaction in one report. With current limitations, customer will have to download 4 separate reports.
8 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 -
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.
6 votes -
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 -
Identify percentage of RingCX calls that are recorded
Need a way to query data to identify what % of calls are recorded.
3 votes -
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.
4 votes -
Dashboard Sharing
Please add the option to edit a real-time dashboard for all users it's shared with, and a way to view whom a dashboard has been shared with. This would greatly improve the experience for admins and make it easier for them to create and share dashboards with supervisors.
4 votes -
Consolidation of REX and RCX Analytics
Currently, data is fragmented across two platforms, creating a disconnected view of agent performance. Consolidating these reports is essential to ensure a single source, eliminate manual data reconciliation, and provide leadership with a holistic view of inbound/outbound calling productivity.
2 votes -
Feature Request: Custom Survey Dashboard (Simplesat-like Experience)
• Summary
Request the development of a Custom Survey Dashboard to provide a simple, centralized, and actionable view of survey performance, similar to the functionality offered by Simplesat. The goal is to make it easy for stakeholders to quickly understand what data is available, how surveys are performing, and to drill down into individual feedback.
• Business Objective
Improve visibility into survey results across multiple support groups
Reduce time required to interpret survey data
Enable data-driven decisions through clear metrics and accessible feedback
• High-Level Requirements
- Dashboard Overview
A top-level Overview that summarizes all groups being measured
At-a-glance visibility into…
2 votes -
Backup
Backup / export and restore / import options for
- voice queues
- digital queues with agent mappings,
- roles,
- user with queue mapping including rank or skills
- time settings.
the existing export functions, e.g. flows covers only a small part of settings.7 votes -
Shorten RingCX Historical Report Refresh Time Rate
Historical reporting may take up to an hour to populate, with an official timeframe of 15–60 minutes as specified by the product team. The customer has requested that the reports be available in near real-time.
22 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…
3 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.
8 votes
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