161 results found
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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 -
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.
3 votes -
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 -
Enhance reporting on system generated states
In order to hold agents accountable to adherence standards, we would like for the system to be able to report on system generated states. Currently, via agent states, there are a limited number of agent states that you can map (available, on-break, away, lunch30, lunch60, meeting, training, work project, and work ticket) in order for them to be reportable in analytics when there are many other agent states that they can be in (away, break-after-call, engaged, monitoring, off-line, RNA-state, suspect, and transition). Currently, if you use the "Voice Agent State Time" metric in a report, there are a lot of…
3 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 -
RNA in Analyics
We would like the ability to filter RNA's out of interaction counts.
1 vote -
Restricting users to dashboard access only
Restricting users to dashboard access only.
We need provide some of the users access to dashboards only, meaning they shouldn’t be able to access any other options.
There is another odd thing - there are multiple full access roles being duplicated
Can you also please check how are the roles are in place for analytics portal. Its unusual that we have to create them as admin to provide access to analytics portal. There is also an open case with Myra – Users cannot see custom shared dashboards or receive schedule data exports via email even after having full access.
1 vote -
Option to receive Reports with just the file name
Option to receive Reports with just the file name without the dd.mm.yyyy.hh-mm.TM
4 votes -
Under agent stats, stats for 'SLA%', 'SLA Pass' and 'SLA Fail' are shown for each voice queue - but a figure isn't shown in the 'Total' box.
Under agent stats, stats for 'SLA%', 'SLA Pass' and 'SLA Fail' are shown for each voice queue - but a figure isn't shown in the 'Total' box.
1 vote -
Comprehensive report that matches the total figures from both the inbound queue and agent activity interaction reports.
Comprehensive report that matches the total figures from both the inbound queue and agent activity interaction reports.
The customer needs a comprehensive report that matches the total figures from both the inbound queue and agent activity interaction reports.
1 vote -
Ability to move columns on Agent Stats screen. Much like Analytics where you can move meaningful columns into your view and move less import
Ability to move columns on Agent Stats screen. Much like Analytics where you can move meaningful columns into your view and move less important out of view. Also, hold these settings and UNCHECKED columns for future agent sessions.
1 vote -
Interaction Details does not match Agent disposition dashboard data
The Interaction Details from the historical reports display the actual data for agent dispositions. However, when reviewing the Agent Disposition in the historical dashboard, there is a discrepancy: some agents' data appears correctly, while others do not. Despite agents claiming that they tag every call with the corresponding disposition, the two reports should provide consistent results.
3 votes -
Add historical call volume by day to the dashboard. Filter by any timeframe for any team.
Add historical call volume by day to the dashboard. Filter by any time frame for any team.
3 votes
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