Analytics & Reporting

I am looking for a report that shows the number of calls that are inbound to our main number and what option they selected from the phone tree over a specified period of time. For example, I want to know for July 8th how many calls we received during a specified time that went to option 1, option 2, etc.

We are trying to determine the number of missed calls for individual users, and I am trying to better understand how Refused Calls are being calculated in Performance Reports and how they relate to Missed Calls in Business Analytics.For example, User A is showing 12 missed calls in Business Analytics. When I download the Business Analytics call log and review the individual call logs, I am seeing scenarios such as:A call is routed to the queue and then to User A.User A does not answer the call.The call is then routed to User B.User B answers the call and the overall call is completed.However, Business Analytics records the call for User A as Not Answered / Missed without VM.Based on this, it appears that Business Analytics is counting the individual user's unanswered call leg as a missed call, even when the overall inbound call is ultimately answered by another user.Where I am having difficulty is reconciling this with Refused Calls in Performance Reports.When I download the call detai

Which one to use when one is looking to get call data for users every end of the month?I have tried both and get totally different figures,

How do I pull a custom states report through RingCX with states we added? 

Hello,I'm looking for more information regarding the announced sunset of Performance Reports, which was mentioned during the June 2026 RingEX Unlocked webinar.  I have several questions that were not answered during the webinar, and I'm hoping someone from the RingCentral team or the community can provide more clarity:When will Performance Reports officially be sunset within the Reporting Portal? Will Business Analytics fully replace the functionality of Performance Reports? Can Business Analytics create and schedule reports for different groups of users, similar to how Performance Reports allowed us to separate users across multiple report subscriptions? Where can we find documentation, training, or best practices for using the new Business Analytics reporting tools?This change has a significant operational impact for our organization. I currently manage 100+ scheduled report subscriptions that are delivered daily/weekly/monthly to various offices. Before Performance Reports are retir

We previously exported call logs reports from Ring Central and the output did not have the data for offline IP Phones.  I do not require this information for my data collection.  Is it possible to filter out this information before the data is exported?  

Hi,Is there a feature to measure member Availability and DND time during business hours?Thanks

I have integrated RingCentral in our company’s website using NodeJS ringcentral sdk and calling the endpoint /ai/ringsense/v1/public/accounts/~/domains/pbx/records/{callId}/insights. And im on RingEx Advanced Plan. Do i need ringsense addon for notes and transcription for calls?

Hello!I recently started using a call queue with 5 virtual managers, and I’m trying to better understand their individual performance, specifically how they’re performing within the call queue.When I look at the queue’s performance report, it shows 113 total calls, with 88 answered and 25 abandoned (I’m assuming abandoned means missed calls?).However, when I switch to the performance reports for the 5 individual users and filter by that same queue, the numbers don’t seem to match up the way I expected. The total calls, inbound calls, and answered calls are all the same across users, and together they add up to the 88 answered calls from the queue report. I also thought the “refused calls” metric would show how many calls each user missed, but those numbers don’t add up to the 25 abandoned calls shown in the queue report.What I’m really looking for is a clear and accurate way to evaluate each user’s performance based on the call queue, including:How many calls they answered How many cal

Is there a report in Analytics that shows how long an agent leaves a caller on hold during an active call?

I have several “users” in different time zones across the US and each user is set to their specific time zone in the user details ->settings and permissions ->regional settings. When I review the call logs, all calls are time stamped to the east coast (I am unclear if that is due to my corporate HQ location or my own user location, both east coast). How can I pull call logs so that calls are time stamped in accordance to when they were received at their respective time zones?

We have realized that out of all the predefined roles, only Super Admins have access to view live reports. I completely understand why only Super Admins would be able to EDIT the live reports dashboards, but why are they the only ones who can VIEW the live reports? Why shouldn’t Phone System Admins be able to view the live reports, and potentially Managers too? It makes no sense that we should have to give a user super admin privileges just to be able to VIEW the live reports. Our account executive hasn’t been able to provide any answer to this besides encouraging us to upgrade licenses to be able to create custom roles, which we are not going to do. Then he recommended asking the question here instead.

When figuring the total # of inbound calls to call queues and # answered, is the Business Analytics Queues dashboard or Performance Reports / Queues the most accurate?  These 2 reports show different #'s - which is the most accurate / most true?  And why do these #'s vary between the 2?

When attempting to pull my monthly reports from performance reports, the outbound calls and missed calls are not populating.  They are both showing zero.  I have been working with RC tech support for 3 days and they stated that this is a “known issue” that ALL users are having.  They were just alerted about it today.  Is anyone else having this issue?  He didn’t mention this until I conferenced him in with my IT team and then he stated the memo just was sent out to them today.  

Is there a way to connect Ringcentral to Zoho’s Zia for tracking call and text data for Zoho Analytics, specifically any information related to using Open AI or Zia to get more insight into currently tracked call analytics.

Is there a way I can create a role where the only access they have is call recordings for a specific set of users?

What is the difference between Glip Unified Presence Service (GUP) and RingCentral App - Desktop/Web. I am running the audit trail, and these are popping up as my users' endpoints. Can someone help explain this difference to me? 

I would like to be able to view whether it was an employee or customer that ended a call for quality assurance, is there a way to do this through the admin center?

What is the timezone in the call logs? No timezone is specified.

Looking for descriptions on the following Call Results - vm/Abandoned & vm/Missed

Is there a way to find a report that shows the chats that an agent has completed, and it shows the disposition they selected for each chat?  I’m looking for something similar to the Inbound Call Detail report, but it shows the chat information.

Morning Everyone!!Question, when does the new KPI (forward call) become available? It's when we fwd a call to another extension it will no longer be counted as an abandon call. it will count as a forwarded call. I checked my reporting, but nothing is coming up. 

I’m trying to find a report that I can use for digital reports.  I would like to be able to track the number of online chat that come through and of those chats, how many were answered by agents.  If the report can also include other details like if the customer ended the chat while in the queue, that would be helpful.  I tried using the Queue Performance report and filtered it for the digital chats, but it doesn’t seem to separate the information that I needed.

I’m getting following error. Anyone can help?We are having trouble completing your request. Try narrowing the date range or download the file to search all your records.  

I am trying to generate a report for a message only extension to find out how many calls come through that line. This report will be run on a weekly basis.