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Analytics & Reporting

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152 Questions
252 Replies

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152 Questions

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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.

21128

1 month ago

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.

192

1 month ago

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.

121

2 months ago

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” ?

100

2 months ago

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

120

2 months ago

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!

2884

2 months ago

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 csThank you

5274

2 months ago

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

485

3 months ago

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

221

3 months ago

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

290

3 months ago

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?

3 months ago

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?

441

4 months ago

jv-arsNew Member

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.

490

4 months ago

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

281

4 months ago

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.

321

5 months ago

Rhandee08New Participant

asked in Analytics & Reporting

Abandoned Calls

Call Queue report shows count of abandoned calls. How do I see which these calls are?

2866

5 months ago

mkaplunNew Participant

asked in Analytics & Reporting

Report based on tags entered during calls

How can I produce a report that shows me which tags/dispositions are being used by my agents during their calls?

330

8 months ago

williammerrickNew Participant

asked in Analytics & Reporting

What are the definitions for the various data?

Hello! We are new to RingCentral Analytics and want to know what the various data means. Some is obvious, but some is not so obvious. Is there a resource for these definitions? For example, "connected" is defined as a session. It was hard to nail down exactly the technical difference between a "connected" call and one that isn't "connected." Then there is "% Missed (w/VM)" - how is that calculated? Also, "average handle time" - does that average all the connected calls? etc. etc. etc. for every data type. There must be specs / definitions somewhere, right?We want to know what these data are... instead of making assumptions. It's a really stupid/simple type of question, but finding resources and answers for this have been very difficult!Any help is very much appreciated!!

1050

8 months ago

pcanonNew Participant

asked in Analytics & Reporting

KPI for Unique Callers

My organization runs a small call center for one of our programs. I have set up a dashboard to monitor this call queue and I am trying to set a KPI for 'Unique Callers'. I have noticed that many callers will call 4+ times for a few seconds before waiting in a queue for a few minutes. I can filter out the calls that are 'x' amount of time but it would be nice to see total unique compared to total called. Curious if anyone has figured out a way to do this?

520

9 months ago

amartinezNew Participant

asked in Analytics & Reporting

Is there a report that shows all users that have call forwarding enabled?

HR will at times, request that an ex-employee's calls be forwarded to another user for a time.Have many users and would like easy way to check for users with forwarding enabled.

1910

10 months ago

sarahaitkenNew Participant

asked in Analytics & Reporting

The Skill Performance Prior Month by Skillset totals

The totals don't add up to the numbers in the columns. For example, the Grand Total for the Queued calls shows 8,886 but when I add up the numbers in Excel, I get 8,951.

830

10 months ago

morganlopez-canalesNew Participant

asked in Analytics & Reporting

How can run a report of calls answered and offered from Nice/RingCentral?

We are a hotline and we report weekly calls received and answered, % of calls answered.

880

11 months ago

alisaNew Participant

asked in Analytics & Reporting

Performance Reports Analytics

Is there a way to run monthly Performance Reports for only weekdays? The data in the report include weekends when we are closed so the data does not accurately reflect our call volume or efficiency.

2670

11 months ago

kristingrowNew Participant

asked in Analytics & Reporting

Question on abandon calls and the discrepancy between reports.

We're trying to determine the difference in abandon calls on 3 different reports. We're pulling PC by Half Hr in Data Download and am getting a number that is reasonable. When pulling a quick view in PreBuilt reports (Abandons by Skill and Campaign Summary Skill) they are 2 different set of numbers.Anyone know how RC calculates these numbers? Which reports do you use?

1530

1 year ago

amanda-4New Participant

asked in Analytics & Reporting

After Hours Report

How do I view who has called after hours? I want to figure out if we need to lengthen our business hours but can't find a report that shows how many/who has called after hours.

2250

1 year ago

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