15 results found
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Ability to see Logged out agents in RingCX Real time Dashboard
Ability to see Logged out agents in RingCX Real time Dashboard
Currently in the Real Time Agent Widget, it only shows logged in agents. It would also help if it would show agents who are logged out
14 votes -
RingCX Analytics: Additional Metrics and Elements to Simplify Use and Provide Enhanced Functionality
There is a significant need for the ability to drill down into historical data and filter digital queue KPIs by channel name and ID. This functionality serves multiple purposes and use cases, with a common scenario being the grouping of channels by site, language, or brand. Without the ability to create a more granular channel breakdown of KPIs, RingCX data analysts and supervisors have limited capabilities when it comes to determining and understanding potential customer service performance issues or identifying areas for improvement across different sites, languages, or brands today. Additionally, providing the associated digital thread ID within Historical Reporting…
31 votes -
RingCX Analytics Platform
Have the ability to see to which ext the call was transferred if the user will transfer the call from RingCX to RingEX. Instead of showing UC Voice or UC.
8 votes -
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.
64 votes -
ringcx analytics restrict
Have a feature to restrict the access of an admin to the analytics based on the team/department/group they are only managing.
This is an issue as Admins should not be able to see other departments data via report.
25 votes -
RingCX Realtime dashboard "Presented" call counts doesn't adds up with "Answered" + "Abandoned"
RingCX real-time dashboard displays call counts for a specific queue. However, it doesn't accurately reflect calls that end in a callback. These callbacks are counted in the "Presented" count but not in the "Answered" or "Abandoned" counts.
EVSE has suggested creating a feature request to include other call statuses in the real-time dashboard, specifically for callbacks, but also potentially for other statuses.
10 votes -
RCX RT Dashboard to Show Individual Caller Hold/Wait Time
Wallboard that will show how long each call has been in a queue individual hold time
and will show the total queued time for each caller.9 votes -
Historical Reporting handle count for digital channels in RingCX
On the historical reporting, when a supervisor or any user view a digital conversation in RingCX it is being counted as interaction handled of that user although the interaction was not assigned to them.
Sample report wherein the digital interactions were counted as handled:
Interactions details report
Interactions overview report
Agent Activity ReportIt should not be counted as handled as the interactions were never connected to them. The users only view the interaction for other purposes (quality and/or review of the conversation).
5 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.
1 vote -
RingCX IVR press path report
It would be much more useful to see summary data on the number of calls entering a particular IVR path in a given time frame, the keypress option selected on the IVR and the transfer path after pressing one of the keypresses.
20 votes -
Feature Enhancement Request: User State + Queue Visibility and Call Pickup Dashboard
Background:
The client has requested a Digital Dashboard feature that provides real-time visibility into user states and queue activity, along with the capability to manually intervene by grabbing calls from the queue. The existing dashboard solutions do not provide this level of operational control, requiring supervisors or agents to switch between multiple interfaces to monitor states and queue metrics. The client needs an integrated solution for improved visibility and efficiency.Request Summary:
Develop a real-time dashboard within RingCX Analytics that displays:User State Monitoring:
Shows individual user status (e.g., Available, Offline, On Call, After Call Work, Busy, etc.).
Displays which…4 votes -
Better Segmentation in Reports
By default, all reports pull up all records. This can become a significant performance issue in busy systems over time. The UI should provide a date range with some predefined options like today, last 7 days, etc. with the option to specify a custom range before executing the query to view the results.
2 votes -
Customer Journey Cradle-to-Grave Report
The request is for RingCX to have a Customer Journey Cradle-to-Grave Report, showing the start to finish and reporting on Pivots between channels. If it is a telephone call the detail should focus on the contact, even if the call is transferred between agents, put on hold, etc. If it pertains to a phone call and also includes digital channels, then the digital channel information can be added as a follow up from the call.
19 votes -
Add "Dial Type" parameter for Engage Voice Real Time Custom Widgets
Add a "Dial Type" parameter to the Custom Widget so that when agents Manually Dial a call, it can be easily identified and filtered from the true Inbound calls on Real Time stats.
9 votes -
Dashboard Access for Agents
This would be especially helpful for situations where everyone is working remote. The most important Analytics access would be to real-time reports, since agents may not need to view or download scheduled and historical data.
6 votes
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