9 results found
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Ability for Any Admin to Modify, Disable, or Delete RCX Historical Report Schedule Regardless of Ownership
Currently, a RingCX admin can only modify and delete Historical Report Schedules that they own.
I would like to suggest a feature enhancement to allow an admin to delete any Historical Report Schedule, regardless of ownership. This is particularly useful for Historical Report Schedules no longer owned by off-boarded admins or users whose admin access has been revoked.
This capability can also be important if a situation arises where an employee is absent from the business due to unforeseen circumstances and the schedule needs to be modified, disabled, or deleted. Furthermore, if an admin is deleted, the schedule will show…
25 votes -
Callback Queues in Real time dashboard
The customer is requesting enhanced visibility for callback queues within the RingCX Real-Time Dashboard. Currently, while the Real-Time Inbound widget provides an overview of total queued interactions, it does not distinguish between active queued calls and callback-queued requests. As a result, both interaction types are grouped together, limiting the ability to accurately monitor callback activity in real time. The customer is specifically looking for a configurable widget or dashboard enhancement that allows callback-queued requests to be displayed separately from active calls, enabling clearer insights into queue distribution (e.g., distinguishing how many are active vs. callback requests at any given time).…
1 vote -
dashboards data refresh time
customers would like to have over dashboards in RCX ( especially the real time dashboards) a shorter refresh time - 1s or 3s instead of 5 seconds.
68 votes -
real time dashboard to show outbound calls
In the past I was able to create a widget on my real time dashboard that showed how many outbound calls an agent made. That option is no longer available and is needed for me to measure productivity in real time.
3 votes -
RingCX Call Details "Call Termination by Agent or Caller"
It is extremely desirable to show which party ends calls, details supervisors find very useful and help in determine if a complaint call has merit since the agent could have hung up early on caller. The detail would be maintained through reporting
60 votes -
RingCX Analytics Report - Agent Name, Email Address, Status (Active or Inactive)
Customer wants to have a report in RingCX Analytics that shows Agent Name, Email Address and Status (Active or Inactive) that will tally to the total number of agents in Admin>Users.
9 votes -
Call journey report for RCX
Currently within RCX we do not have the option to trace a call and show the call journey details like we are able to in MVP. For this specific prospect the ask was for a call journey reports that shows transfer detail, however, from a demo and overall competitive point of view it would be great if RCX can match the call journey report we have on MVP as it is a missing feature today.
43 votes -
ringcx reporting
The customer needed simple information about the number of calls that come in over a specified period of time (Including After-hours), and the outcomes of those calls, including those that were accepted, those that were deflected or abandoned and those that went to voicemail.
• When a call goes to voicemail, it doesn't show up on the analytics report.
• When the call center is closed (after hours or on the weekend) calls still come in and people leave voicemails. I still cannot get a comprehensive report to give me a broad picture of what's going on during hours and…
5 votes -
Improve Speed of Historical Reports
One of the most helpful reports in RCX is the Interaction Details report, this allows you to investigate a call thoroughly while also providing the call recording URL. The report may not load for up to 45 minutes at a time which doesn't lead to a timely investigation. Improvement of this report to near real-time would help with business needs.
2 votes
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