161 results found
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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 -
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.
9 votes -
Add filter for "Last Week" to Date Range
Add "Last Week" Option to Date Range for RingCX Analytics.
2 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.
5 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 -
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 -
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.
6 votes -
Agent States Transition
Agent States Transition report presented as a bar graph, displaying the duration and frequency of each status.
12 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 -
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 rank4 votes -
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 -
Dashboard outbound manula
We’d like to submit a feature request for the ability to create a RingCX Live Dashboard that displays manual outbound calls performed by individual users or teams.
Currently, the available real-time dashboards focus on campaign-based outbound activity, which doesn't capture manual outbound interactions. The customer is looking for real-time visibility into manual outbound calls—similar to what’s available in the Interaction Detail Report, but presented in a live dashboard format.
This feature would help improve monitoring and team performance tracking for manual call workflows. Please consider this request for future enhancement.
7 votes -
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 -
RingCX Log in - Web App or SPOG
Web App or SPOG
Report which can tell if the agent logged in via SPOG on WebApp or Desktop App1 vote -
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 -
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…3 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
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