Analytics & Reporting

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?

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. :-/

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?

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?

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?

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!

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?

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.

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.

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