147 results found
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RingCX-Restrict Recording URLs in Reports via Admin Roles
There needs to be a way to restrict access via Admin Roles to viewing Recording URLs in Historical reports. These can currently be found in a report such as Inbound Call Detail which is available to all report admins.
87 votes -
Ability to see the weighted mean on Real Time Dashboards
Ability to see the weighted mean on Real Time Dashboards
Currently, on the Total Row in the Real Time Dashboard, if the data is regarding Average SOA or Average Queue, it only calculates by adding the Average SOA per queue then dividing it by the total number of queues disregarding the amount of calls answered by each queue. It would be benificial to change the logic to weighted mean for data that involves average.15 votes -
Dispositions
Complete tally of all Dispositions per Agent. Please list all Dispositions in the Analytics>Historical Report>Standard>Dispositions>Agent Disposition. Currently, it is only showing the ones the agent is been using, we would like also to have the data of the ones the agent is not using.
14 votes -
Ability to back-up/export and Import/restore a RealTime Dashboard/Wallboard
I have a wallboard that took quite a while to develop and perfect and get sign-off on, and it's attached to an admin user that RC wants to remove and re-create to solve a different issue.
There is currently no way to back-up/restore a realtime dashboard/wallboard.
Because of a hierarchy issue, my user cannot even "share" the dashboard with another active admin (related to the issue causing the remove/re-create situation)
Other areas in CX solved this by allowing export to JSON etc. Please add a backup option.
9 votes -
Next Dial Time Report in RingCX
Summary
Introduce a report or dashboard view that predicts the number of outbound dial attempts expected for each campaign on a given day, based on the current lead pool and retry logic. This would provide campaign managers with a concise forecast of dialing activity per campaign and help with operational planning.Problem Statement
Currently, the system provides the Next Dial Time field at the lead level, which indicates the timestamp for the next scheduled attempt based on dispositions, retry rules, and timezone settings. However, there is no aggregated view that summarizes these upcoming dial attempts at the campaign level.Operational…
9 votes -
Timezone option for Historical Reports
RingCX Analytics, need an option to Historical reports to change the timezone on a report.
8 votes -
Enhanced Call Termination Attribution with Contextualized Termination Reason
Summary:
Improve call reporting by clearly separating true disconnect source attribution from termination reason (routing/system event context), ensuring customers can accurately interpret why a call ended and what system event preceded it.Problem Statement:
The current “Termination” field in the Inbound Call Detail Report can reflect an internal routing or system event rather than the actual disconnect source. This creates confusion because the same field is often interpreted as the definitive reason the call ended.In many cases, customers cannot distinguish between:
- the actual disconnect event (who ended the call), and
- the system/routing event that occurred immediately prior…5 votes -
Real-Time Dashboard rules
Currently, Real-Time Dashboard rules does not include any of the callback metrics on its "If" drop down.
If the client wants to create a rule that highlights a certain queue if they Missed a callback or if there is a queued Callback, they can't due to callbacks not being part of the "If" selection
Use Case :
• Allow admins to create a Real-time Dashboard that would give them an option to visually highlight all the queued/missed/presented/answered callbacks for their voice queues6 votes -
Feature Request: Time Zone Configuration for RingCX
Current Behavior
As confirmed via RingCX T3, eW Analytics reporting derives its time zone exclusively from the account-level setting. There is currently no option to override or adjust the time zone on demand.Problem / Limitation
This model does not support organizations operating across multiple geographic regions. When queues span different time zones, both real-time call handling and historical reporting become misaligned with local operating hours, SLA measurements, and staffing analysis.Requested Enhancement
Introduce the ability to define time zones at a more granular level, specifically:Per Queue
Call Handling Logic
Historical Reporting (eW Analytics)
Each queue should be able…
7 votes -
RCX | Increase data download
have the ability to increase the data download in RingCX analytics from 80,000 to higher.
5 votes -
Show Who Has Clicked "Start Dialer" on the Real-Time Dashboard
Issue :
The problem is that the real-time supervisor dashboard does not show whether a user or agent has clicked on the "Start Dialer" button or not.What is the Proposed Solution?
We want to add a new column to the Real-Time Agent Monitoring Dashboard called "Dialer Status." This column will track whether an agent has initiated their dialing session or not based on backend indicators:
Dialer Clicked: The system tracks that the agent has actively clicked the button to initiate the dialer workflow, indicating they are actively participating in the campaign.
Dialer Not Clicked: The agent is logged in…3 votes -
RingCX Feature Request: Historical HAR and Console Log Capture for Intermittent Issue Troubleshooting
Summary
• Enhance the diagnostic tooling to allow capture and retrieval of historical browser logs, including HAR (HTTP Archive) and browser console logs, to help investigate intermittent issues that cannot be reproduced on demand.
Problem Statement
• Currently, our troubleshooting tools primarily capture agent logs in real time. However, they do not include browser-level diagnostic data, such as:
HAR (network request logs)
Browser console logs
• When customers report intermittent issues, the following challenges arise:
The issue occurs randomly and cannot be predicted.
HAR and console logs must be manually enabled before the issue occurs.
In many cases, the issue…
5 votes -
Add Caller's Name for Inbound Call Details Report
To add a column or filter that would show the name of the contact number they saved through the contact information section in the Inbound Call Details report.
There's an existing Caller's Name column available for Interaction Details, but it only shows the CNAM of the phone number and not the one saved through the contact information section.
5 votes -
check what number given by the customer in the call back request
A report to check what number given by the customer in the call back request
Additional details for the feature that you are requesting:
There is no way to continue to track a call if the caller requests a call back to a number that they didn’t call from.What is your use case for this feature request?
To figure out what happened to a certain call/s without having to ask the caller what number they used when they enter it into the system.What problem are you trying to solve or what problems does the current functionality cause?
Streamlining…
2 votes -
Real-Time Dashboard Refresh
Allow the users to see the real-time data of the dashboard in any circumstances (e.g, forgot to logout properly) they should still see updated real-time dashboard.
4 votes -
Feature Request: Add Reporting for Abandoned Chats in RingCX
Feature Request: Add Reporting for Abandoned Chats in RingCX
Summary:
Request to introduce a reporting feature in RingCX that captures and displays metrics for abandoned chats — similar to how abandoned calls are tracked in voice queues.Details / Description:
Currently, RingCX does not provide any native reporting or metrics that log abandoned chat interactions, such as when a customer initiates a chat but disconnects before an agent accepts or responds.
This limits visibility for contact center managers who need to measure missed engagement opportunities and optimize staffing and response strategies.Use Case:
Supervisors and analysts need the ability to…8 votes -
Retrieve deleted RingCX Custom Report
Implement a deleted folder or archive system when removing custom reports from the Historical Reports/Dashboard in RingCX Analytics.
6 votes -
Transcript URL in Historical Reports
The ability to make Transcript URL links in Historical Reports clickable, similar to the functionality currently available in the Historical Dashboard. At present, transcript URLs in Historical Reports are displayed as plain text.
When accessing the Historical Dashboard > Standard > Interactions Overview > scroll down to “Interaction Summary, Transcript and Recording”. The customer can see the "Transcript URL" as a link.
But when going to Historical Reports > Standard > Search for "Transcript" > Select any of the 2 reporting > The "Transcript URL" is not showing as a link.
2 votes -
Analytics and real time data discrepancies.
We need to have the correct data under the real-time analytics. Currently, there are discrepancies between the real data and the data shown on live reports, the numbers are not correct, and they do not correlate with the other widgets, some widgets show some data and some widgets show different data even when they should be reflecting the same numbers. Even checking under performance reports or business analytics will show some discrepancy, and it hinders our abilities to correctly assess the situation and give correct feedback or adjust our team numbers, etc. There is one example attached.
9 votes -
RingCX Historical Dashboard Export to PDF
Description:
It would be highly beneficial to have the Ability to Export RingCX Historical Dashboard that would fit or resize the contents to show all data within a single page. Currently the system renders the dashboard at its native, on-screen layout and does not automatically resize or fit-to-page. When a dashboard's visualization is wider or taller than a standard document page, the content will unfortunately be clipped in the exported PDF rather than scaled down to fit.Use Case:
The ability to control the export to PDF for a quick overview at a glance instead of downloading the excel or…2 votes
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