Analytics & Reporting

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 reportssame 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. 

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” ?

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

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

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

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

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

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? 

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?