Business Analytics vs Performance Reports for Queue Reporting

I have the same question as ​@Summerh

The difference in the values is staggering, especially for Abandons. For the same 46 queues, during the same period (Jan-2026), our Business Analytics report shows 148 abandons, but the Performance Report shows 1,853 abandons. The Inbounds are off by 25, and the Answered are off by 5. There is something seriously wrong with the RingEX reporting. 

Hi ​@marshallstirling, Let me look for some helpful insights on this and I’ll get back to you shortly.

I also have this question. I want to be able to drill down more into the metrics, but the total calls vs queue calls or abandoned calls, etc, seem misleading.

I got an answer from RingCentral Support (shown below) and it is not a good one. 

To summarize the response,

1. RingCentral reports have data that doesn’t match because design standards were not put into place prior to building and releasing those reports.
2. RingCentral customers can’t trust the reports that are generated because there is no standard within the single platform (RingEX) as to what constitutes:

• Offered Call
• Answered Call
• Abandoned Call
• Flow In/Out
• Completed Call
• Voicemail Answered
• Voicemail Incomplete
• Voicemail Completed

Hello Marshall,

This is Guillermo with RingCentral support. I hope you're having a great day! I'm reaching out regarding your issue with the discrepancies between the Business Analytics report and the Performance reports within the Analytics portal. 

The short answer here is that the two reports are calculated off of different metrics, and sometimes those differences can cause some pretty significant variations in the data.  Specifically, Performance reports calculate the report information in ways that tend not to make as much sense, and the way it checks for abandons can throw off data pretty significantly.  The official statement from engineering about the difference for abandoned calls is below:

"In the Performance Reports Queue KPI, Abandoned statuses are matched differently than in Business Analytics and Live Reports. Performance Reports treats any unanswered call in the queue as Abandoned, regardless of whether voicemail was triggered. Business Analytics and Live Reports treat a call as abandoned if the caller hangs up before the voicemail greeting starts. If the caller hangs up after the voicemail greeting, it’s treated differently."

In a scenario where a call queue is set to ring agents simultaneously, for example, a single call would count as an abandoned call for everyone in that queue except for the person who actually answered it.  This would massively inflate your abandoned calls number in the Performance report, but since the Business Analytics report is looking for something different in its abandoned call metric, it ignores those instances. 

Our Engineering team has identified several problems with the calculations in the Performance reports, but there are tentative plans in place to sunset the Performance reports section as a whole in favor of the Business Analytics reports.  Engineering has confirmed on a previous case of mine that there are no plans on making any changes or adjustments to the Performance reports data, so I would suggest focusing on the Business Analytics reports moving forward.  While technically neither report is wrong, the way that the performance report calculates its data tends to lead to some confusion and discrepancies.  

I don't have all of the details about why some of the other metrics in the Performance reports don't line up with Business Analytics, but it's typically due to similar differences in calculation. 

Let me know if this information helps or if you still have more questions about this!

Thanks, 

Guillermo Hopkins
RingCentral
Advanced Support Engineer
Need to book a meeting?  Schedule a time using this link!
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RingCentral strikes out again!

Thank you for the information ​@marshallstirling 

These details are much appreciated.  We are fairly new to RC - still trying to figure out reporting. I did initiate a chat after posting the question regarding variance b/t these reports.  The response I received is that they always refer to the Performance Reports for KPI’s because Business Analytics includes other call segments that inflates #’s.  After reviewing the details you received, I think we need to be pulling #’s from both reports for better accuracy on KPI’s.  

Hello ​@Summerh, you are welcome, glad I could be of assistance. I too decided to use both reports.

I created an Excel worksheet with the raw data from both reports, then created a worksheet to average the data from the two reports. Then did that across a five-month period to get ‘best guesstimate’ of our average monthly call volume.

Take care,

Marshall Stirling
Sr. Telecommunications Engineer, Network and Telephony Operations
Wings Credit Union