Tracking KPIs

Hi ​@Paige Cooney,

That discrepancy in your RingCX Analytics happens because of how call outcomes are categorized between the contact center engine and RingEX.

The UC Call result means that the call was transferred to or handled directly within RingEX (Unified Communications) rather than being completed inside RingCX.

What "UC Call" Means for Your KPI Tracking

• Why it shows up: If a call enters RingCX and then gets routed, transferred, or answered via a RingEX extension, line, or call queue, the call outcome gets logged as a UC Call in RingCX Analytics.

• Calls offered vs. answered: Because these calls are handed over to RingEX, RingCX no longer registers them as answered by a RingCX agent. This is why your RNA (Ring No Answer) numbers remain low while calls offered looks much higher than calls answered.

• Are they requeuing or unhandled? They are not necessarily unhandled or requeuing indefinitely—they are simply leaving the RingCX agent queue workflow and being processed on the RingEX side.

Recommended Next Steps

1. Review Routing & Transfers: Check if your call flows, IVRs, or agents are transferring incoming queue calls directly to RingEX extensions or main lines.

2. Cross-Reference RingEX Analytics: To track true end-to-end production for those calls, look at your RingEX Analytics Portal (under Call Performance / Queue Reports) alongside your RingCX reports.