Settings and activity
88 results found
-
6 votes
An error occurred while saving the comment An error occurred while saving the comment Business Problem Statement
RingCX currently allows administrators to configure the target SLA Time (seconds) per queue, but lacks an administrative configuration field for Target SLA Percentage.Without a target percentage setting:
Supervisors cannot see at a glance whether a queue is meeting its operational goal.
Analytics widgets require manual, static threshold configurations rather than inheriting queue-level SLAs.
Different queues with different performance goals (e.g., VIP Tier at 90/10 vs. Standard Tier at 80/30) cannot be evaluated dynamically against their respective target baselines.
An error occurred while saving the comment The Current RingCX LimitationIn RingCX queue metric management:Admins set SLA Time (e.g., 30 seconds).The system tracks calls as SLA Pass (answered $\le 30$s) or SLA Fail (answered $> 30$s).Analytics calculates actual performance:$$\text{Actual SLA \%} = \left(\frac{\text{SLA Pass}}{\text{Total Answered} + \text{Total Abandoned}}\right) \times 100$$The Gap: Because there is no Target SLA % field in the administration settings:Reports show what happened, but cannot evaluate whether that performance passed or failed organizational expectations.Supervisor real-time widgets cannot dynamically highlight queues that are below target unless arbitrary static percentage thresholds are manually set widget-by-widget in Analytics.Historical reporting lacks variance metrics to highlight underperforming queues across varying business SLAs (e.g., 90/10 VIP queues vs. 70/60 general queues).
An error occurred while saving the comment Executive Summary-In RingCX, queue configuration under Routing > Voice Queues > Metric Settings allows administrators to define SLA Time (the time-to-answer threshold in seconds). However, it lacks a dedicated field to configure the Target SLA Percentage (the goal percentage of interactions that should meet that threshold, such as 80% or 90%).While RingCX measures actual answered interactions against the time threshold to produce an achieved SLA percentage (e.g., "72% answered within 30 seconds"), the platform lacks awareness of the organization's target goal. As a result, managers cannot perform target-versus-actual variance reporting, configure automated breach alerts, or utilize dynamic target-based visual indicators without manual workarounds.Industry Standard Requirements vs. Current RingCX Capability1. The Industry Standard ModelAcross contact center operations, a Service Level Agreement (SLA) is defined by two linked parameters:$$\text{SLA Definition} = (\text{Target SLA Percentage } [P_{\text{target}}], \text{Target Time threshold } [T_{\text{target}}])$$Time Threshold ($T_{\text{target}}$): The maximum queue wait time (e.g., 20 seconds, 60 seconds).Target Percentage ($P_{\text{target}}$): The operational commitment goal (e.g., 80%, 90%).In standard CCaaS reporting and management tools (e.g., Genesys Cloud, NICE CXone, Five9), both values are configured per queue. This dual-configuration enables:Target vs. Actual Variance Tracking: Calculating operational adherence:$$\text{SLA Variance} = \text{Actual SLA \%} - \text{Target SLA \%}$$Dynamic Supervisor Dashboards: Automatically coloring queue widgets Green (at or above target percentage), Amber (within warning tolerance), or Red (breaching target percentage).Automated Real-Time Alerts: Triggering supervisor notifications or agent re-routing when real-time SLA falls below the configured target percentage.
AdminGary
(Customer Experience Solutions Engineer, RingCentral)
shared this idea
·
-
22 votesAdminGary
(Customer Experience Solutions Engineer, RingCentral)
supported this idea
·
-
58 votesAdminGary
(Customer Experience Solutions Engineer, RingCentral)
supported this idea
·
-
2 votesAdminGary
(Customer Experience Solutions Engineer, RingCentral)
shared this idea
·
-
12 votesAdminGary
(Customer Experience Solutions Engineer, RingCentral)
shared this idea
·
An error occurred while saving the comment It's important to use the same UII and show the customer journey in Analytics. I could also see Air Pro as a backup option (if it didn't already front end the call and need to transfer) there would need to be intelligence in Air Pro that if it was engaged for callback and couldnt contain that it is able to "step 2" place to contact info into one of the callback channel option. Context from Air Pro would be added to the the details for the agent
-
23 votesAdminGary
(Customer Experience Solutions Engineer, RingCentral)
supported this idea
·
-
13 votes
This is not a common channel in CCaaS space, we'll need to gather interest on this
AdminGary
(Customer Experience Solutions Engineer, RingCentral)
supported this idea
·
-
14 votesAdminGary
(Customer Experience Solutions Engineer, RingCentral)
supported this idea
·
An error occurred while saving the comment We need to have or expose published API for RingCX to upload audio recordings to the library, partners like Snap Recordings could instantaneously upload system wide recordings. This streamlines process and offers our end users can have a voice of thier choice greeting and supporting callers.
-
167 votesAdminGary
(Customer Experience Solutions Engineer, RingCentral)
supported this idea
·
-
88 votesAdminGary
(Customer Experience Solutions Engineer, RingCentral)
supported this idea
·
-
13 votesAdminGary
(Customer Experience Solutions Engineer, RingCentral)
shared this idea
·
-
45 votesAdminGary
(Customer Experience Solutions Engineer, RingCentral)
supported this idea
·
-
9 votesAdminGary
(Customer Experience Solutions Engineer, RingCentral)
supported this idea
·
-
7 votesAdminGary
(Customer Experience Solutions Engineer, RingCentral)
supported this idea
·
-
21 votesAdminGary
(Customer Experience Solutions Engineer, RingCentral)
supported this idea
·
-
21 votes0 comments · AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert) · Admin →
Daily/weekly/monthly email notifications can be configured for a saved view that a user creates on the Calls page.
AdminGary
(Customer Experience Solutions Engineer, RingCentral)
supported this idea
·
-
38 votes3 comments · AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert) · Admin →
Thanks so much for sharing this suggestion! I’m happy to let you know that we’ve added it to our product roadmap for the upcoming quarter. We’ll update this thread and let you know here as soon as it’s live for our customers.
AdminGary
(Customer Experience Solutions Engineer, RingCentral)
supported this idea
·
-
33 votesUnder Review · 2 comments · AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert) · Admin →AdminGary
(Customer Experience Solutions Engineer, RingCentral)
supported this idea
·
-
2 votes
An error occurred while saving the comment a Chat Bot/Message Channel in MS Teams, enters in RCX as a digital message
AdminGary
(Customer Experience Solutions Engineer, RingCentral)
shared this idea
·
-
34 votesAdminGary
(Customer Experience Solutions Engineer, RingCentral)
supported this idea
·
Proposed Feature & WorkflowExpand the Metric Settings tab in Queue Administration to include a target SLA percentage field, and surface this value across RingCX Analytics and Real-Time Dashboards.A. Admin UI ModificationsNavigate to: Admin > Routing > Voice Queues & Skills > [Queue Name] > General > Metric SettingsCurrent Fields:Short Abandon Time (seconds)SLA Time (seconds)Short Call Time (seconds)Long Call Time (seconds)Proposed Additions:Target SLA Percentage (%): [Integer Input, range 1–100, Default: 80]Field Description: Set the operational target percentage of calls to be answered within the SLA Time.B. Analytics & Reporting EnhancementsNew Standard Metrics:Target SLA %: Inherited directly from Queue Metric Settings.SLA Variance: Standard calculation defined as [Actual SLA %] - [Target SLA %].Real-Time Widget Integration:Allow Real-Time Queue Summary widgets to evaluate status using the queue's configured Target SLA %.Support dynamic conditional formatting (e.g., display Green when Actual SLA % $\ge$ Target SLA %, Amber when within 5%, Red when breached).