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  • 161 Questions
  • 257 Replies
161 Questions
A
Angelina GonzalezNew Participant
asked in Analytics & Reporting
Can we get RingCentral data into Bullhorn Analytics?

Can we see the data from RC in BH analytics, for example, calls and messages.

51
ByrneReese
Community Manager
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szt5000New Participant
asked in Analytics & Reporting
What is triggering "END-CHAT" by the SYSTEM termination party?

On the Interaction Details report, I noticed we have thousands of segments where the “Term Party” is “SYSTEM” and the “Term Reason” is “END-CHAT”. For both our email and SMS queues, all digital interactions are transferred to one user with the termination reason “END-CHAT” like this example below. This only happens when he is logged in to CX, and he never sees the interactions in his inboxes: When Joe is not signed in to CX, digital interactions do not include this SYSTEM term party segment, just AGENT: What is triggering this “END-CHAT” segment and how is this one user tied to the SYSTEM party?

30
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Joseph PesaNew Participant
asked in Analytics & Reporting
Excluding specific dates from reports

Hi does anyone know if you can run a report for a specific date range in Cx but exclude a certain day. For example I would like to run a interaction summary report from Jan 10th through today but exclude March 7th. Thanks

80
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AappelbaumNew Participant
asked in Analytics & Reporting
Custom Widget Data Grouping and Filters

I am building a real time dashboard to be displayed on a large screen in my call center. I’d like to show metrics by call queue, ex. Number of calls in queue by queue, longest queue time, logged in agents, etc. This would allow my supervisors to identify queues that may need additional support in real time. When looking at custom widgets it seems the only filter option is to filter by account. Is there any way to display grouped data in the real time dashboards?

81
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ingridsellsNew Participant
asked in Analytics & Reporting
Reporting on the Day of the Week

Is there a way to see which days are busiest over certain timeframes eg over a year period, which days of the week are busiest? And to see other reporting based on the day of the week?

30
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Mac McClellanNew Participant
asked in Analytics & Reporting
How to report number of SMS for each user

I’m looking for a way to run a report that will simply count the number of OUTBOUND SMS messages each user sent last week. I’m sure it’s “duh” but I can’t locate it. :-/

60
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aaron-westNew Participant
asked in Analytics & Reporting
Abandoned Call Report / View

We have Live Reports and I was wondering if there was a way (whether Live or in the standard reports) to view Abandon Calls quickly (especially if they are part of a queue) so that they can be called back by an available team member? Is there a view that can be setup to do this?

368121
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marcushigginbothamNew Participant
asked in Analytics & Reporting
user still showing up on site analytics report despite being removed from site.

I removed a user from a site, but the analytics report still pull their data (it should only have been pulling data for that specific site) is this an actual issue or is there a certain amount of time it takes for the users to be off the report?

90
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colocoal-mdNew Participant
asked in Analytics & Reporting
Can the uptime percentage be separated for the different regions to provide a true SLA statistic? (Americas, EMEA, APAC)

I feel like the uptime history on https://status.ringcentral.com/ is misleading. The outage on 1/22 affected users in the Americas region for multiple hours, but you are still reporting a 99.9998% uptime. This is misleading to people that use Ring Central for phone service and could be deceptive for anyone that would be looking to use RingCentral for UCaaS. Can this be also be separated for the different regions and also include the global statistic?

371
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jpikeNew Participant
asked in Analytics & Reporting
Differences in number of calls in Reports

Hi, Why is there a difference in the total number of calls by user in the Adoption & Usage Analytics reports and the Performance reports? The difference is quite large. My dates on the reports are the same, and I have no filters on them. Thanks!

3205
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KMFNew Participant
asked in Analytics & Reporting
% of abandon calls in dashboard doesn't match % of abandon calls in performance report

the percentages of Aban in dashboard doesn’t match the % of abandon in performance reports same total call and total answer but the % in performance is 50% and the dashboard is showing 9% any ideas?

150
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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.

22398
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DawnENew Participant
asked in Analytics & Reporting
Business Analytics: Incoming Call Detail

I’m new to using Business Analytics. Is there a way to get the incoming call details for a queue or a person? MY manager would like stats showing the calls coming in to each queue and, at a minimum, where those calls are coming from. We’re a bank, so the calls would be coming from many different branches and departments within the bank. Some numbers are set up as “Teller Line (branch name)” whereas others are a person’s name because they’re a manager or from a department.

312
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cfoster1222New Member
asked in Analytics & Reporting
Report of minutes used by number

Is there a way we can run a report to get a breakdown of minutes used by phone number particularly our toll-free numbers.

201
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HGUNAWANNew Member
asked in Analytics & Reporting
Can we give access of RingCX Analytics to user with "Supervisor Role"?

Can we give access of RingCX Analytics to users with "Supervisor Role"? Or can we give access of RingCX Analytics to a specific user that is not an “Administrator” ?

210
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Susan2153262010Inspiring
asked in Analytics & Reporting
IVR Option Selection Report

I’m struggling to create a report in Analytics that shows the options that a caller selected when they entered an IVR. Any help would be greatly appreciated. Thank you

240
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jeremy-3New Participant
asked in Analytics & Reporting
Performance Reports subscription not delivering

Performance reports not delivering via subscription. I feel very confident it is set up properly however I have not been receiving the reports via email. Any suggestions to troubleshoot? Calling RC tech support is awful, and most of the time the call just disconnects..terrible cs Thank you

5394
Mary-Community_Moderator
Community Manager
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Susan2153262010Inspiring
asked in Analytics & Reporting
External Transferred Queue Calls - Call Result Abandoned

We are working with a third party company to handle overflow calls. I have setup an external transfer within a call queue based off of the wait time. In reviewing the calls in Performance Reports each time the call is externally transferred it is showing a call result of Abandoned. Is this a queue setup issue or normal behavior? Thank you

655
Mary-Community_Moderator
Community Manager
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Stephen_VSKNew Participant
asked in Analytics & Reporting
Reporting in intervals less than an hour

Hi all, Just querying if I can get Trend graphs to display in intervals less than hour? (ie per 10 or 15 mins). Reason for request. We had our “Giving (Donation) Day” recently and would like to see if calls spiked to the appropriate queue when we had recognition of the event or specific interviews on radio. I have a report that gives the calls broken down for the hour, but would just like that in smaller interval. I have also download call logs but cannot work out an effective way of grouping calls (limited excel capabilities). Cheers, Stephen

281
BeckyH
Community Manager
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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

330
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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?

90
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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?

571
Problem Solver
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jv-arsNew Participant
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.

660
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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

351
Mary-Community_Moderator
Community Manager
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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.

381
Problem Solver

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