States Report

To pull a custom Agent States report in RingCX that includes your newly added custom states, you can build a Custom Agent State Historical Report in the Analytics / Reporting suite.

Here is how to set it up:

How to Create the Custom State Report

1.Navigate to Analytics:Admin / Supervisor view.

Log into your RingCX Portal and navigate to Analytics (or Reporting) > Historical Reporting.

2.Create a New Custom Report: Select category.

Click Create Report (or New Custom Report) and select Agent States (or State History) as your report type.

3.Add Custom State Columns: Choose fields.

In the report builder field list, select your key metrics (e.g., Agent Name, State Name, Duration, Start/End Time). Your newly created custom agent states will automatically appear as options under the State Name or Reason Code filters.

4.Apply Filters & Date Range: Narrow down data.

Filter by the specific Custom States you want to measure, choose your desired date/time range, and select the relevant teams or agents.

5.Generate and Export: Run and save.

Click Run Report to view the data. You can save this template for future use or click Export to download it as a CSV or PDF.

Important Tips

• Syncing Time: If you just added a brand-new custom state today, make sure at least one agent has actively used that state during an active shift so data populates in the historical database.

• Interval vs. Event Detail: If you want to see every time an agent toggled into your custom state, choose an Agent State Detail / Log report. If you just want total hours spent in that state, choose an Agent State Summary report.

For full details on customizing reporting templates, check out the official RingCX Historical Reports Guide.