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5 results found

  1. View Ring CX Realtime dashboards in minutes and seconds.

    Some supervisors have requested that the Realtime inbound display dashboard shows queue times in minutes and seconds (MM:SS) rather than just seconds to make viewing these at a glance simpler.

    Max Q, Avg Q etc.

    96 votes

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    Implemented  ·  7 comments  ·  Realtime & historical analytics  ·  Admin →
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  2. RingCX - Option not to count outbound queue calls within inbound reporting stats

    Currently, if an agent has an inbound queue assigned to them in the 'manual outbound default queue assignment' field, then manual outbound calls made by that agent are counted in analytics as inbound calls against that inbound call queue.

    This causes some confusion in reporting and skews stats related to inbound calls to the given call queue.

    Customers would like an option to differentiate between inbound and outbound calls associated with an inbound queue, or at least manual outbound calls associated with an inbound queue should not be counted on inbound reports & dashboards.

    30 votes

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    Implemented  ·  3 comments  ·  Realtime & historical analytics  ·  Admin →
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  3. SLA % calculations - create inbound presented or remove outbound from calculations

    Currently IB queue SLA% is calculated using the "Presented" metric -- "Presented" is calculated using both IB calls presented to an agent AND OB session/Agent Leg connection calls. -- This inherently skews SLA% as the OB session/Agent Leg connection calls are not true/real calls "presented" to the agent. The SLA% should calculate only IB calls; e.g. if a customer has a 30 second SLA set and 100 calls come into a queue (90 are answered prior to 30 seconds) their SLA% (adherence) would be 90%.

    4 votes

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    Implemented  ·  0 comments  ·  Realtime & historical analytics  ·  Admin →
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  4. Follow the call journey from start to finish.

    Provide the ability to access/download a report that shows the call journey from start to finish even if it is transferred back to the IVR and to other extensions.

    4 votes

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    Implemented  ·  2 comments  ·  Realtime & historical analytics  ·  Admin →
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  5. Hourly Outbound Overview Report

    Add the ability to pull an Outbound Overview Report from Engage Voice with a breakdown by hour. Currently, this report can be pulled with a start/end time equaling 1 hour, however there is not a report showing an overview broken down by the hour.

    3 votes

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    Implemented  ·  0 comments  ·  Realtime & historical analytics  ·  Admin →
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