6 results found

1. transfer

   Include Agent Name on Transfer Segment in Interaction Details Report

   Request Summary:
   When an agent initiates a transfer (especially a warm transfer) during an active call, the Interaction Details Report splits the call into two segments under the same UII. However, the second segment (the transfer attempt) does not display the agent name, resulting in incomplete data when filtering by agent in the report. The customer requests that the agent name be captured for all segments of a call—including transfer attempts—to ensure accurate reporting.

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   Current Behavior:
   • The agent's name is shown for the initial (inbound) segment.
   • During a transfer attempt, the second segment is created but shows Agent Name = N/A.
   • As a result, when filtered by agent, the report omits the transfer segment—causing data discrepancies.

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   Expected Behavior:
   • Both the original and the transfer segments of the interaction should capture and display the initiating agent's name.
   • Filtering the Interaction Details Report by agent should include all call segments initiated by that agent, including canceled or completed transfer attempts.

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   Business Impact:
   • The customer relies heavily on the Interaction Details Report to track individual agent activity.
   • Missing agent data on transfer segments leads to inaccurate call metrics, causing confusion and a lack of confidence in reporting.
   • For instance, OB calls made during active IB calls are not tracked properly, resulting in agent performance being under- or over-represented.

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   Use Case Reproduction (as demonstrated by customer):
   1. Agent places outbound call (OB) to their own cell.
   2. While on call, agent clicks Transfer, dials another number, connects, then cancels the transfer.
   3. Interaction Details shows:
   o 2 call segments (same UII),
   o 1st segment: agent name populated,
   o 2nd segment: agent name = N/A.
   4. Filtering by agent omits the 2nd segment entirely.

   ---

   Supporting Evidence:
   • Multiple test scenarios (UIIs included in case notes).
   • Screenshots, spreadsheets, and logs attached to Case 27382978.
   • Customer provided 4-page Excel document showing discrepancies between reports.
   • Customer's updated report (“Updated Agent Activity Report: Daily”) does not fix the issue due to missing agent name in core data.

   ---

   Requested Solution:
   Modify the data model or reporting logic so that agent information is retained and displayed in all segments of an interaction, especially during transfer attempts (warm or cold), regardless of whether the transfer is completed or canceled.

   Include Agent Name on Transfer Segment in Interaction Details Report

   Request Summary:
   When an agent initiates a transfer (especially a warm transfer) during an active call, the Interaction Details Report splits the call into two segments under the same UII. However, the second segment (the transfer attempt) does not display the agent name, resulting in incomplete data when filtering by agent in the report. The customer requests that the agent name be captured for all segments of a call—including transfer attempts—to ensure accurate reporting.

   ---

   Current Behavior:
   • The agent's name is shown for the initial (inbound) segment.
   • During a… more

   • 

   58 votes

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   Under Review  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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2. 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.

   6 votes

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   Under Review  ·  2 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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3. 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.

   18 votes

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   Under Review  ·  3 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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4. RingCX - Limit Access to Real-time Analytics

   We would like to have the option to limit the metrics that will show in the Real-time Dashboard. This can be applied to users who have "view-only" access to the Analytics.

   For example:

   The "agent state" metric in the Real-time Agent Dashboard can be removed.

   2 votes

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   Under Review  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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5. More specific end call results in RingCX

   Summary of desired feature: Comprehensive call results based on SIP response, (i.e. lack of minutes on prepaid phone, phone disconnected, number out of service, ignored, mailbox full, mailbox not set up yet.)

   What does the feature do that RCX doesn't currently do?

   Parse out call outcomes in RingCX to be more specific based on SIP responses, currently unreachable numbers, including all outcomes listed above, are listed as: NOANSWER for the end call result. Other variables include INTERCEPT and CONGESTION.

   What impact will this feature have on the customer's business?

   Allows customers to have a better understanding of call results, which allows them to report to their contractual obligations and responsibilities in a more business effective manner for reasons of called parties not being reachable or able to complete.

   How important is this to the customer?

   Business critical

   When does the customer need this feature?
   As soon as possible.

   Summary of desired feature: Comprehensive call results based on SIP response, (i.e. lack of minutes on prepaid phone, phone disconnected, number out of service, ignored, mailbox full, mailbox not set up yet.)

   What does the feature do that RCX doesn't currently do?

   Parse out call outcomes in RingCX to be more specific based on SIP responses, currently unreachable numbers, including all outcomes listed above, are listed as: NOANSWER for the end call result. Other variables include INTERCEPT and CONGESTION.

   What impact will this feature have on the customer's business?

   Allows customers to have a better understanding of call results, which… more

   2 votes

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   Under Review  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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6. Read-Only Access For Real-Time Dashboard on RingCX

   Customer needs to give their client read-only access to their RingCX Real-Time Dashboard for their client to view data without configuration/modification access. Customer does not want their client to have access to anything else including calling, Ringsense or the option to change the dashboard configuration – only for them to have the ability to view the real-time dashboard they created for them.

   Customer wants their client to be able to view real-time dashboards only but not able to change any of the configuration, click on any of the queues to see more details or have the ability to create or modify the real-time dashboard. Basically, customer does not want their client to have access any other data besides viewing them only.

   Customer needs to give their client read-only access to their RingCX Real-Time Dashboard for their client to view data without configuration/modification access. Customer does not want their client to have access to anything else including calling, Ringsense or the option to change the dashboard configuration – only for them to have the ability to view the real-time dashboard they created for them.

   Customer wants their client to be able to view real-time dashboards only but not able to change any of the configuration, click on any of the queues to see more details or have the ability to create or… more

   3 votes

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   Under Review  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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