Analytics & Reporting

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.

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

I have a user who has access to Analytics and we have assigned her custom role to have access to the company call logs and user call logs.    She only shows access to pull analytics for 26 users of the 211 that we have in the organization.    She doesn’t need full access to the 211 but there is at least one user that should be available to her that is not.   I’m needing help understanding what I need to look at to get this missing user into the proper settings so they will show on the Analytics report.

Does Ring Central offer AI quality assurance/management and metrics for customer satisfaction on calls?Thank you in advance!

Is it possible to tell if a user used the Smartphone/pc app or deskphone to place a call? As everyone knows, you can use the Ringcentral app on your computer to place calls, and you can use a deskphone to do the same thing. Do the logs differentiate this at all? Is it possible to look at the logs and see if a user was using their Deskphone versus using a version of the app to make a call?

We are trying to figure out the amount of calls that are received for the first few hours of the day. I would like to be able to run a performance report for the last 30 days and specify the timeframe of 8:00am-10:00am. There does not seem to be a way to do this in ring central. Does anyone have any work arounds that could get this data easier than looking at every day separately?

The new analytics is a step in the right direction, but we really need to have a daily and weekly reports to provide data during certain hours of the day, say 8:00AM to 6:00PM.  I understand you can login and get the data for an individual day by selecting custom filter for one specific day.It seems kinda normal that one would want to run a daily report (subscription) for "yesterday" with specific hours.  Likewise, understanding weekly or monthly data for prime time should be an obvious reporting requirement.Right now, the only way I am able to analyze any of this data is to dump the company numbers (the "Calls" now do not report on queues in the export) data and do a bunch of complex excel formulas and pivot tables to get useful KPIs for queues.In addition, the users and calls reports do not display abandoned calls.  How is one to be able to dive in and find out when calls are being missed?Am I missing something?Thanks!

How Can I exclude a Lunch State from the Excluding Lunch State from Voice Agent Non-Utilized Time Rate metric? Im basically trying to calculate what percent of a reps time logged in is spent in a work state other than available or lunch?

Is there a way to filter out deleted users from the Adoption & Usage Report?

We recently switched to RingCentral from Vonage. As we are comparing monthly reporting data, our inbound call data is showing as significantly less than we’ve experienced historically. We believe the difference is due to a reporting item on the backend, not that inbound call volume has truly dropped in a significant manner. Does anyone have insight on how these systems may record things differently? We believe it may have to do with how robo-calls are tracked or something along those lines. We are using RingEX for all inbound calls. Additionally, we do not have an IVR set-up (nor did we in Vonage). We do have our settings set to report on ‘external’ calls, so that internal calls/transfers are not being counted. Again this is the same as we had it set up in vonage. 

I have several vacant extensions that are being forwarded to another employee via the “Forward all calls” feature under Incoming call rules.  Every time calls are placed to these extensions/numbers they are being flagged as “Missed” on the performance report.  I can see that the employee the calls are being forwarded to is answering the calls.  Is there a way to avoid calls being flagged as missed in this scenario?  Is there a better option than using the forward feature? Thank you

I have a performance report that looks at all extensions calls from yesterday and is sent Tuesday through Friday in the morning. Today’s report (4/1) that looks at yesterday’s numbers (3/31) is way off on the users page. One extension is showing total handle time of 5 minutes, but then when I click on their name to look at their calls the third to last call from yesterday is 8 minutes and they have multiple other calls that alone are more than 5 minutes. This report uses the following columns EXT, Total Calls, Avg. Calls/Day, # Inbound, # outbound, Total Handle Time, Avg. Handle Time. Is there some way to fix, am I using a wrong column, was there some sort of outage? Not sure what’s happening here as this report has been accurate as far as I am aware of until today’s report/yesterdays calls.

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

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?

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 

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?

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?