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  • 146 Questions
  • 238 Replies
146 Questions
R
RyanKingNew Member
asked in Analytics & Reporting
Longest idle displayed on wallboard

Hi,We run an outbound call-centre and currently have a wallboard showing number of outbound calls + outbound talk time in one widget, and then another widget alongside this which shows current status (on a call, DND, available etc). What I would like to do is swap this secondary widget showing the status for one showing who has been idle for the longest - is this a possibility?Thanks

0
R
2 days ago
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john-oliphantInspiring
asked in Analytics & Reporting
Subscription Report Delivery Confirmation

Is there a way to confirm that a report connected to a subscription has been sent? I just recently figured out how to use these subscriptions and I believe they’re working. I’d like to confirm that the seven subscriptions to six different departments are, in fact, being sent by RC. Is there any way to check that in Analytics, short of asking the six recipients? 

0
J
4 days ago
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Luz AyalaNew Participant
asked in Analytics & Reporting
Handled call total plus the Abandoned total does not match offered

When we total the number of abandoned calls with the total calls handled, it does not match the total number of calls offered. Does anyone know why? Our Call Center is new to RC and we are still trying to understand the reports and this is causing us a bit of frustration. Can anyone provide some insight? 

1
Problem Solver
21 days ago
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jv-arsNew Member
asked in Analytics & Reporting
How is the Refused calculated when Call Queue is on Simultaneous Ring?

Hi,As per the title, how is the Refused calculated/counted in RingCentral Analytics when the Call Queue is on Simultaneous Ring?It seems to be tearing apart the current analytics and the individual reporting of our agents’ call logs.Does it count even if someone else answers the call? Doesn’t seem to be the case since some of the agents in the queue have 0 refused yet some have a lot.

0
J
23 days ago
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MPV userNew Participant
asked in Analytics & Reporting
Is there a presence status report in mpv?

Need a report that shows presence status totals per rep per date.   i.e. John Doe.  Monday,   Avaiable 6.1 hrs   Do not disturb  1.7 hrs  Offline  16.4 hrs    

1
Mary-Community_Moderator
Community Manager
1 month ago
J
jjordan-1New Member
asked in Analytics & Reporting
User Account Reporting

Is there any custom reporting to pull information from user accounts? Like users forwarding their extension, or that have a custom voicemail message set. 

1
Problem Solver
1 month ago
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Rhandee08New Participant
asked in Analytics & Reporting
Abandoned Calls

Call Queue report shows count of abandoned calls. How do I see which these calls are? 

6
Mary-Community_Moderator
Community Manager
1 month ago
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Mike62352924016New Participant
asked in Analytics & Reporting
Is there a report available that shows when a user is logged into the queue during the day?

I would like to find out when my techs are logged in during the day to the queue and when they are not. This would be helpful in determining when we miss calls if anyone was in the queue at that time or not.

7
BeckyH
Community Manager
1 month ago
M
mkaplunNew Participant
asked in Analytics & Reporting
Report based on tags entered during calls

How can I produce a report that shows me which tags/dispositions are being used by my agents during their calls?

0
M
4 months ago
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williammerrickNew Participant
asked in Analytics & Reporting
What are the definitions for the various data?

Hello! We are new to RingCentral Analytics and want to know what the various data means. Some is obvious, but some is not so obvious. Is there a resource for these definitions? For example, "connected" is defined as a session. It was hard to nail down exactly the technical difference between a "connected" call and one that isn't "connected." Then there is "% Missed (w/VM)" - how is that calculated? Also, "average handle time" - does that average all the connected calls? etc. etc. etc. for every data type. There must be specs / definitions somewhere, right?We want to know what these data are... instead of making assumptions. It's a really stupid/simple type of question, but finding resources and answers for this have been very difficult!Any help is very much appreciated!!

1
W
4 months ago
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pcanonNew Participant
asked in Analytics & Reporting
KPI for Unique Callers

My organization runs a small call center for one of our programs. I have set up a dashboard to monitor this call queue and I am trying to set a KPI for 'Unique Callers'. I have noticed that many callers will call 4+ times for a few seconds before waiting in a queue for a few minutes. I can filter out the calls that are 'x' amount of time but it would be nice to see total unique compared to total called. Curious if anyone has figured out a way to do this?

0
P
5 months ago
A
amartinezNew Participant
asked in Analytics & Reporting
Is there a report that shows all users that have call forwarding enabled?

HR will at times, request that an ex-employee's calls be forwarded to another user for a time.Have many users and would like easy way to check for users with forwarding enabled.

1
W
6 months ago
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sarahaitkenNew Participant
asked in Analytics & Reporting
The Skill Performance Prior Month by Skillset totals

The totals don't add up to the numbers in the columns. For example, the Grand Total for the Queued calls shows 8,886 but when I add up the numbers in Excel, I get 8,951.

0
S
7 months ago
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morganlopez-canalesNew Participant
asked in Analytics & Reporting
How can run a report of calls answered and offered from Nice/RingCentral?

We are a hotline and we report weekly calls received and answered, % of calls answered.

0
M
7 months ago
A
alisaNew Participant
asked in Analytics & Reporting
Performance Reports Analytics

Is there a way to run monthly Performance Reports for only weekdays? The data in the report include weekends when we are closed so the data does not accurately reflect our call volume or efficiency.

2
T
7 months ago
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kristingrowNew Participant
asked in Analytics & Reporting
Question on abandon calls and the discrepancy between reports.

We're trying to determine the difference in abandon calls on 3 different reports. We're pulling PC by Half Hr in Data Download and am getting a number that is reasonable. When pulling a quick view in PreBuilt reports (Abandons by Skill and Campaign Summary Skill) they are 2 different set of numbers.Anyone know how RC calculates these numbers? Which reports do you use?

1
Mary-Community_Moderator
Community Manager
10 months ago
A
amanda-4New Participant
asked in Analytics & Reporting
After Hours Report

How do I view who has called after hours? I want to figure out if we need to lengthen our business hours but can't find a report that shows how many/who has called after hours.

1
W
11 months ago
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hollywallaceNew Participant
asked in Analytics & Reporting
Reports for Audio Conference Call

Does anyone know if RingCentral has reports for audio conference calls? Is a report available showing who joined your call? Any reports available by host or participant codes? Thank you for any help you can provide.

0
H
11 months ago
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Susan2153262010Known Participant
asked in Analytics & Reporting
Adoption & Usage Analytics Clarification

I utilized the download feature n the Adoption & Usage report to further understand what made up the summary at the top of the page. I'm assuming there is some calculations going on in the background since the raw data doesn't match the summary. The summary shows 91,146 total calls but when I calculate the total calls column on the spreadsheet I am getting 168,662.Also, what is considered one call? We use ring groups so the majority of inbound calls hit a ring group before they reach a user. Is this added to both the user and ring groups total calls? Could this be inflating the raw data totals?Any further clarification would be appreciated.Thank you

0
S
1 year ago
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Ellen3566018020New Participant
asked in Analytics & Reporting
Performance Reports not accurate?

We have RingCentral set up with an AutoAttendant forward so calls made to our Helpdesk number are routed to the RingCentral number. and from there, the calls are forwarded to the queue to be answered by users. I am noticing the Performance Reports don't show the number of incoming calls picked up by the users, only the AutoAttendant. Calls that come in directly to a user's number are counted or outbound calls made by the user's number.We need to be able to confirm users who are taking the Inbound calls, is there a way to do this given our AutoAttendant forwarding set up?Thank you.

1
W
1 year ago
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nisatovskyNew Participant
asked in Analytics & Reporting
Adherence for Agents Making Outbound Calls

I have a team of agents whose primary role is making outbound calls (appointment reminders and preregistration. Their shift work code is "Outbound Calling", and they are in adherence when MAKING calls. As soon as a call connects, they are OUT of adherence. Which is maddening...does anyone else have this issue and can you suggest a solution?

0
N
1 year ago
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alisonreilleyNew Participant
asked in Analytics & Reporting
Tracking user calls in Hubspot

We're using the Hubspot integration and haven't found a way to add our call log to our user reports dashboard to track the calls that they are making. Our users are also Contacts in the system in Hubspot. Has anyone else found a way to make this work?

1
J
1 year ago
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lukehayesNew Participant
asked in Analytics & Reporting
Agent Service Level Reporting

Has anyone generated a report that shows the service level based on SLA for individual agents?

0
L
1 year ago
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matthewpincusNew Participant
asked in Analytics & Reporting
Why is time after external transfer included in handle time?

See the example. The green highlighted time that is actual talk time (and hold time) amounts to 2 minutes, but the total handle time is 39 minutes, as it is including live talk after external transfer.Also here, since that seems small: https://i.imgur.com/oqlxHfq.pngIs this a bug that can be corrected? Is there a way to exclude the external time?

1
M
1 year ago
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hannah-tieuNew Participant
asked in Analytics & Reporting
Share Reports to Other Users - Analytics

There should be a feature under Analytics, that allows the creator who manages the reports, to be able to share those reports to other users as well.

5
R
1 year ago

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