8 results found

1. Tracking Deflected Calls

   All deflected calls to be presented on the dashboard with details of calls (driver name and telephone number)
   Feature request - Feature modification of existing abandoned campaign mapping to fit the ask

   3 votes

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   Needs More Information  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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2. RingCX agents able to see the total duration of their agent states for the day

   We would like our RingCX agents able to see the total duration of their agent states for the day so that they can keep track of the times they are really working.

   5 votes

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   Needs More Information  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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3. RingCX downloaded reports included data

   Customer is looking for a way to download the reports in a PDF file and in those reports it should include all the data seen on the RingCX analytics page as well.

   1 vote

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   Needs More Information  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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4. SLA%

   Add SLA % in the RingCX Historical Data Report, same formula with the one in Custom-Real Time Dashboard Tab. The SLA% doesn't match the Queue Service Level.

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   2 votes

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   Needs More Information  ·  2 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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5. RingCX Report For Total Number Of Available Time For Not Receiving Calls

   Customer wanted to generate a report that shows Total Number of Available Time for Not Receiving Calls or No Call in Queue for each agent for the whole account in RingCX

   3 votes

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   Needs More Information  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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6. RingCX Analytics

   Feature Request for RingCX Platform:

   Request Summary:
   The customer has requested the capability to generate a comprehensive report within the RingCX Analytics Dashboard that includes the following key performance indicators (KPIs):

   Dialing time – Total time agents spend dialing numbers.
   Number of calls – The aggregate count of outbound and inbound calls made by agents.
   Number of appointments set – The total number of successful appointments or meetings scheduled as a result of agent interactions.
   Number of contacts – The total number of unique contacts reached during the reporting period.
   Number of interactions – A breakdown of all communication interactions across multiple channels (voice, messaging, and email).
   Break time – Time agents spend on breaks during their shifts.
   Use Case:
   The customer requires these KPIs to be available in a unified, customizable report to optimize workforce performance and improve operational visibility. By monitoring metrics such as dialing time, number of contacts, and break time, they aim to better understand agent productivity, track customer interaction efficiency, and ensure adherence to performance standards.

   This feature would enable real-time tracking and historical analysis, allowing supervisors to adjust call strategies and shift structures in response to data trends. The need for such insights is crucial to maintaining high levels of customer satisfaction and operational efficiency.

   Benefits:

   Enhanced Agent Performance Management: Tracking KPIs like dialing time, number of calls, and break time can help management optimize workflows, identify areas for improvement, and maximize agent output.
   Improved Customer Engagement: With visibility into the number of appointments set and total contacts reached, the customer can refine outreach strategies to boost customer engagement and conversion rates.
   Comprehensive Reporting: Consolidating all relevant KPIs into a single report allows for easy analysis, reducing the need for manual data aggregation from multiple sources and enhancing the decision-making process.
   Customizable Dashboard: The ability to customize reports and dashboards to track these specific metrics will provide the customer with tailored insights that align with their business objectives.

   Feature Request for RingCX Platform:

   Request Summary:
   The customer has requested the capability to generate a comprehensive report within the RingCX Analytics Dashboard that includes the following key performance indicators (KPIs):

   Dialing time – Total time agents spend dialing numbers.
   Number of calls – The aggregate count of outbound and inbound calls made by agents.
   Number of appointments set – The total number of successful appointments or meetings scheduled as a result of agent interactions.
   Number of contacts – The total number of unique contacts reached during the reporting period.
   Number of interactions – A breakdown of all communication interactions… more

   2 votes

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   Needs More Information  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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7. Hourly data in performance report

   wants to have a reports that will provide the data for hourly details

   for example from 05/06-05/10 when we check the analytics trend on what specific hour they receive the highest numbers of calls customers wants to click that data and pull up the details however at the bottom of the report there is no option to see the hourly data it is only showing the summary of inbound calls per user

   5 votes

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   Needs More Information  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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8. Analytics

   I wanted to have an option to filter the skills/queue in analytics in RingCX.

   2 votes

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   Needs More Information  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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