133 results found
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COUNTING REQUED CALLS IN TOTAL
Include ALL incoming calls to be counted in "presented" call total regardless of if they were transferred or sent as a reque. This will allow us to see all calls answered.
2 votes -
Historic Dashboard Widget calculations
Allow results of time based activities to be displayed within the widgets as cumulative hours instead of converting times over 24 hours to 1d. As an example, Agent Login Hours and/ or Available State Time will currently display in H:M, until H = more than 24. Then it displays as 1d xxh. Allow the result to remain in HH:MM instead of changing it to Day:Hour
1 vote -
Retrieve calls count from RingCX with specific time range
Customer is requesting how many calls they get monthly in RingCX during weekends and after hours (before 9 AM and after 7 PM). Reporting should have an option to select specific time range or specific days in a week.
2 votes -
Dialer Reporting - Add a column for Disposition
Customer preference would be is to see dispositions to see how many qualified dispositions there were per agent. Can we have a column just for disposition? And the second thing is, can we do it just for one specific disposition?
E.g. from customer:
Because a qualified disposition is what we call a lead, a qualified lead. Josh Davis, he handled 175 calls. He was on the phone for X amount of time, and he got three leads. Now we have to do a calculation on the seconds and customer don't know how many leads he got except for what he…
1 vote -
(Dialer Reporting) Avg Talk Time, Customer Talk Time and Avg Agent Handle Time to show in Minutes instead of just Seconds
Maybe in a feature request, it may be in a further upgrade or software change.
Instead of doing the calculation each time, if an option to make it Minutes (Avg. Talk Time, Customer Talk Time, Avg. Handle Time) instead of seconds, it would be very helpful.
The whole point of seeing a report is you look at the report right away and right away you interpret it. Not having to do a calculation to figure it out. Especially when you do it in comparison to other people/agents.
1 vote -
RingCX Analytics Historical Report | Share report to specific User
To enable the sharing of custom historical reports with specific users, rather than limiting sharing to predefined groups or new group.
2 votes -
Count All Call Time as the Egaged Agent State
When ENGAGED on an active call, the call should count as the ENGAGED state the entire duration of the call. Currently, the ENGAGED status can be changed to a break state during the call (to signal to the system to change to that break status post-call), and the system starts clocking against BREAK-AFTER-CALL vs the ENGAGED state.
5 votes -
Change Color Associated with Engaged State
On the analytics page, the blue text of the agent names is difficult to read against the blue background when the agent is in an engaged state. I would like to see the color changed to a lighter shade of blue, a different color altogether, or give users the ability to customize the color.
3 votes -
The limitations of CX Historical Reports only allows one filter to be used instead of filtering per row
The limitations of CX Historical Reports include the inability to apply multiple filters per row, as only a single global filter can be used. Additionally, there is no option to extract custom fields report directly from the agent script.
It would be a significant improvement if these capabilities were enhanced to allow more granular filtering and better access to custom script data.
1 vote -
First Call Resolution report
Have a First Call Resolution Historical report. a call is considered successfully resolved on the first attempt when the same phone number does not initiate another call to the same queue within the following 24 hours. This definition is applied per queue, over a 24-hour rolling window.
1 vote -
Exporting Agent Access Information
WM would like adhoc downloadable report with the following columns of data:
First/Last Name
Voice Queue Name
Rank Within Queue
Digital Queue Name1 vote -
Display Break and Lunch Schedules in RingCX
Have the ability to display the users break/lunch schedule when a user logs in to RingCX
2 votes -
RCX Analytics Queue Service Level Rate includes Abandon (Long) and Inbound Deflected calls
Currently, the Queue Service Level Rate computation is (SLA Passed,0)/SLA Qualified. Requesting to have a Queue Service Level Rate Metric that will include Abandon (Long) and Inbound Deflected calls.
3 votes -
Identity Information in Reporting/Analytics
The ability to report on Identities.
It seems like a gross oversight that there is no way to report on Identities linked to interactions.
When an interaction is in progress, the interaction is linked to a Identity, meaning that the system is actively linking an interaction to an identity.
However, within the reporting/Analytics, there doesn't seem to be a way to reporting on the amount of interactions, whether Digital or Voice, each identity has started.
For example, we would like to know the top 10 identities that are interacting with us.
For example, we would like to know how many…1 vote -
Logs that will show why the agents were logged out from the RingCX portal
The customer would like to have logs that will show why the agents were logged out from the RingCX portal.
3 votes -
Agent sign in time on real time dashboard
Key Components:
Time Display:
Clearly show the sign-in time for each agent in the local business timezone.
Use a consistent format (e.g., HH AM/PM) for easy readability.Visual Indicators:
Utilize color coding to indicate timely sign-ins (green), late sign-ins (yellow), and no-shows (red).
Provide tooltips or hover-over info for additional context.4 votes -
Supervisor Activity report
Have a detailed report for Admins to have a Supervisor Activity Report.
In this report, Admins will see if their Supervisors are using the system to check how many call monitoring, call listening, and pulled reports they had in a day.
5 votes -
Adding the "manual dials" metric on the custom dashboards On RCX Analytics Live Dashboards
We need to add the "manual dials" metric on the custom dashboards on RCX Analytics Live Dashboards.
Here is the scenario:
1- On RCX Analytics portal, going to Live dashboard and adding a custom widget.
2- Select "Agent" on "Product" tabs
3- We need to be able to select "Manual dials" field on the "Data" tab.
2 votes -
Add IP Address field in Ring CX Analytics for Reporting
For Reporting, please add IP address used for chat so that you can properly use the block ip address field in Admin. Currently, we cannot see the IP address of the chatter to the agent and if added to reporting, we can then use dispositions to block all IPs of different scammers, misusers of chat, etc.
11 votes -
RingCX Dashboard Overview
User wants to have Dashboard Overview the same as what RingEX have (https://support.ringcentral.com/article-v2/Intro-to-the-Overview-dashboard.html?brand=RingCentral&product=RingEX&language=en_US)
Currently, we only have Historical Dashbord Overview which is not what the customer is expecting.
2 votes
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