151 results found
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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…2 votes -
Agent dashboards
Would like agents to be able to see other agents on their dashboard so they can see who is at lunch, who is currently on a call..etc..
5 votes -
Add Queue Time In Interaction Time if the Call Became Abandoned
Please add the queue time in the interaction time for calls that resulted to abandoned.
2 votes -
Feature that links DID and CX data in one report
Current Challenge: Currently, DID number analytics are available in the EX report, while CX analytics are shown in a separate CX report. This separation makes it difficult to identify participants in a DID call when reviewing the CX report.
To resolve this, is it possible to consolidate both datasets into a single report? Ideally, we should be able to pull both DID and CX analytics from one unified source or report, enabling a more comprehensive view of call activity and participant details.
3 votes -
Able to customize the header of the columns | Custom Columns on the RingCX Analytics page
Wanted to be able to customize the names of the columns on the RingCX Analytics page. To be able to edit the names of the columns or allow the customers to be able to change the label of the columns on their RingCX analytics page
2 votes -
RingCX Agent list_The customer want to pull up lists of active agents using the RingCX platform.
The customer is looking for an option to pull up lists of active agents using the RingCX platform.
2 votes -
product name
Customer wants to associate Phone NumbersDNIS to the Product Name attribute. Currently, Product Name is tied up to the Product Type: IVRs and Voice Queue only.
Historical Dashboard > Billing Period Account Usage > Usage Details
1 vote -
Adding the "Live" metric on the custom dashboards On RCX Analytics Live Dashboards
When you create a Real Time dashboard in RCX Analytics for product IVR, you can find the IVR widget including few data fields like "Live", "Presented", Connected", etc...
If you want to add a custom widget displaying IVR data fields
- Widget type = Number
- Product = IVR
When you want to select Data fields, the field "Live" is not included in the list, you can find ONLY, all the others like "Connected", "Presented" but not "Live"
Otherwise you can find "Live" data field when you configure rules after widget creation.1 vote -
Display ANI Location (City and State) in RingCX Real-Time Dashboard
Request to display the caller's location (city and state) based on ANI in the RingCX Real-Time Dashboard to help agents and supervisors gain better context during live interactions.
3 votes -
1 vote
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SMS Historical Reporting
Would like the the ability to see History of all texts sent and received from a specific dispatcher.
Today: you can pull by channel but not on an individual basis.3 votes -
Real time dash board for dialing campaign
We need a real time dashboard where we can find the phone number that's being dialed out by our outbound campaign and for it to display the actual DNIS.
1 vote -
RingCX_Improvement for Country ANI / Country Geolocation ANI Metric
Goal: Customer needs to have a report where it can indicate how many calls they received for each country
-We tried to use Country ANI and Country Geolocation ANI Metric, however, it is only counting the number of call from a specific international ANI and not the total number of calls per country.
-We also tried to filter by ANI using wildcard but it is a limitation in RingCX
What we're trying to resolve: To get a custom reporting to classify calls and get total number of calls outside US
2 votes -
RCX Real time Long Abandon Metrics
When looking at the Analytics in the Real-time Dashboard, Long Abandons is not available as a field for us to report on, only Short Abandons. Reporting on Short Abandons is not very useful, as we would be reporting on the number of customers that called us, then quickly put the phone down, which is not useful data. Long Abandons, however, would give us a report showing how many people waited in the queue and then left, signifying that they waited too long.
It would be more useful to add in the "Long Abandons" field so we can show the number…
4 votes -
RingCX Analytics Report shortcut in RC App Desktop
using the analytical report via the web browser and wanted to see if it can be added/done via Ringcentral app.
This will limits of checking the Analytic -Dashboard for RingCX to another browsers.
1 vote -
RingCX Stuck Contacts Report
Customer would like a report on specific reason as to why the call(s) get stuck. For instance, one UII get stuck and the report shows that the call was stuck due to an internet connection or a glitch.
2 votes -
RCX analytics access customization
we must be able to customize access to RCX reports , for example: the manager can have access to agent and interactions reports only instead of all of the available reports.
1 vote -
RCX | Call Recording URL link should be segmented and not duplicate links
Currently in RingCX Analytics, if a call has multiple segments, the Call Recording URL field displays a link for each segment; however, all the links are duplicates. When you open any of the links, it points to the same recording.
The goal is to have a separate recording URL for each segment, rather than duplicate links.
Attached is an example file: the first call has 5 segments, but the recording URL for each segment is identical.
1 vote -
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.
2 votes -
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.
3 votes
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