Digital Reports for RingCX

Hey, ​@UBofMI Sorry that it took me a minute. 
Let’s see if this is of any help:
The best option is the Inbound Interactions Overview Dashboard, however there is a Custom Historical Report that might also be handy. 

For the former, Inbound Interactions Overview Dashboard:
This standard historical dashboard provides an overview of all inbound interactions and can be filtered by channel type.

• How to Find It:

  1. Go to the Analytics tile in RingCX.

  2. Select Historical Dashboards.

  3. Choose Standard and then Inbound Interactions Overview.

• How to Use It:

  • Filter: Apply the Channel Type filter and select Digital (or the specific digital channels you use, like Chat, SMS, etc.).

  • What it tracks: This dashboard will provide metrics that cover your requirements, specifically:

    • Total Chats/Interactions: Number of online chats that came through (Presented/Queued).

    • Chats Answered by Agents: The count of Answered interactions.

    • Abandoned Chats: The count of Abandoned interactions, which typically includes chats where the customer left while waiting in the queue.

The latter, Customer Historical Report:

• How to Create It:

  1. Go to Analytics and select Historical Reporting.

  2. Choose the option to Create New Report or Create Custom Report.

  3. Select the relevant dataset, such as Interactions or Segments.

• Key Metrics to Include:

  • Total Interactions / Presented: The number of chats that were initiated and presented to the queue.

  • Answered: The number of chats that were connected to and handled by an agent.

  • Abandoned: The number of chats where the customer disconnected before an agent answered.

  • Channel Type: Use this as an attribute or a filter to focus only on your digital chats.

  • Digital Queue: Use this attribute to break down the data by specific chat queues.

• Filtering: Make sure you filter the report by Channel Type = Digital (or Chat) to isolate the data from voice interactions.

Let me know if this helps or if we’re just scratching the surface.