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  • 167 Questions
  • 258 Replies
167 Questions
L
leylaNew Participant
asked in Analytics & Reporting
Call Volume Stats by the Hour

I can't figure out how to get a detailed download of call volume by hour for a period of time (like 6 months). The graph below is as close as I can get, but there is no way to easily see the hours.

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mjwaasdorpNew Participant
asked in Analytics & Reporting
Analytics reports do not match

If I look at my analytics report for a specific queue it shows, amongst others #inbound, #answered and #abandoned. When I click on the queue to go one level deeper (and yes I selected all users), it only shows the #answered calls and the details. Where can I find information on the #abandoned calls as not even the calls log shows those calls.

2660
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gavinbradleyNew Participant
asked in Analytics & Reporting
Report Schedules

How can i schedule a report on a specific inbound telephone number, rather than a skill?

1180
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edanielsNew Participant
asked in Analytics & Reporting
Abandoned Calls by ANI - ACD time vs Abandon Time?

In running the Abandoned Calls by ANI report, I noticed that there are some calls which have durations listed under ACD Time. For example, on 04/14, a call came into 1 of our queues and the Abandoned time shows 0:01:17 minutes. The ACD Time column shows 0:02:54 minutes. Does this mean that the total time (from when the IVR begins) was 0:02:54 but the caller held for 0:01:17 in a specific queue before hanging up? If so, why do only some calls show times in the ACD Time column?

1410
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kmoore-1New Participant
asked in Analytics & Reporting
Performance Report -Transfer #

How does the system come up with number of transfers?

1510
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raymondcostelloParticipating Frequently
asked in Analytics & Reporting
Is anyone else seeing the Live Reporting show only zero calls today (Jan 30)?

Calls are bring recorded but no matching Live Report data. Thanks

1820
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Susan2153262010Inspiring
asked in Analytics & Reporting
Real time call viewer

When we were with Mitel I was able to view all calls in real time. The information displayed is similar to what the RingCentral Performance Report for Calls (expanded view) shows but in real time. This was extremely helpful when implementing new call routing since I was able to watch live calls as they entered the phone system, hit the IVRs, call queues, ring groups, etc. until the call disconnected. Does something like this exist in RingCentral?

3680
Mary-Community_Moderator
Community Manager
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jonathanbNew Participant
asked in Analytics & Reporting
Analytics - Usage Frequency 'Non User' - Definition? - Users have calls

While poking around in analytics noticed that some users that have usage frequency marked as 'non user' have made a number of calls. How is non-user defined? Is it that they are only making internal calls, or some other criteria entirely?Thanks.

2070
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jraaschParticipating Frequently
asked in Analytics & Reporting
Analytics Report differences

I am trying to understand the true number of calls coming inbound and being answered in our call queues.I use the Performance Report, and Queues tab, select the queue I want to look at, the date and KPIs, and get a total inbound and abandonment rate. For example, 695 is the number in the inbound KPI on the dashboard.I then look below at the detail to get to the "user" level. This brings up the users within the queue and the inbound number now says 271. I confirmed these users are those assigned in the queue by double-checking the admin portal and setup. Where did the other inbound calls go?I then narrow the report to the "calls" level with my queue selected in the filters. I now have 263 as my inbound number.I then look at the Quality Report and select the location to see if there is a number that makes sense for inbound volume, and searching by just the location, I now see 315 calls are counted as "inbound".I have searched through the guides, the hel

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kim-4New Participant
asked in Analytics & Reporting
Performance Reports

Is the performance report and analytics call log information based solely on the call made from one particular type if device? We have people who used desk phones and those that call from the app on the computer. Do the reports include all of this?

3220
Mary-Community_Moderator
Community Manager
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iantrunkfieldNew Participant
asked in Analytics & Reporting
User logging in and out of app report

Is there a way to get a report on users logging in and out of the RC phone app? The audit does not show users' log in/out activity for the app only the web portal.Or was this level of reporting only available in the Contact centre not MVP?

2880
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maria-5New Participant
asked in Analytics & Reporting
What state is an agent in when their available, working and outstate code are 0?

I'm using the Agent State Log extract for this report and there are Available, Working and Outstate_code columns which I use to determine agent state/availability. However, I encountered several rows where all these three are filled with 0. This is a little bit contradicting to their unavailable definition where 0 unavailable code = available.

2910
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vdivechaNew Participant
asked in Analytics & Reporting
in LOB, What is the difference between Users Calls Performance Data and Users Calls Response

Inside LOB, I see two default widgets: Users Calls Performance Data and Users Calls Response. This is confusing because shouldn't the Total Calls, Answered and Not Answered be the same on both widgets? If not, what are the differencesbetween the two widgets?Thanks

4170
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amy-priceNew Participant
asked in Analytics & Reporting
Can anyone clarify the difference in reporting between Missed calls and Abandoned calls?

These are the definitions listed in the documentation.Missed Calls: Call was not answered by a person or voice mail. Can be seen in conjunction with 'Hang up'Abandoned calls: are from contacts who hung up before speaking with an Agent during the specified time period.Both refer to "hang ups" but at what point in the "flow" does it count as Missed vs Abandoned? Does it differ between Live Reports v Analytics?

22220
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lschonfeldNew Participant
asked in Analytics & Reporting
Historical report changes if a user switches department?

In a company with many different departments, if a user is changed from one department to another, would that change the historical performance reports of those departments? Meaning that the calls he received when working in department A, would then appear in department B when he switches to that one?

3044
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eric-silverNew Participant
asked in Analytics & Reporting
Best Way to See our Received Call Volume per Hour

I am looking for a report/graph that will allow me to see at what times per day we receive the most calls. We are looking to implement an answering service and want to see what times of day it would be most useful to forward calls to the answering service.

6160
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ctsmithNew Participant
asked in Analytics & Reporting
Do calls that come in while on DND count as a missed call

We are wondering if a call comes through a line (single user, extension, not a call queue) while it is on DND does it count as "missed" in the analytics and reporting?

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Mary-Community_Moderator
Community Manager
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Susan2153262010Inspiring
asked in Analytics & Reporting
DND Report

Is there a report that lists by agent the time they spend in DND?

5170
Mary-Community_Moderator
Community Manager
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jcaleNew Participant
asked in Analytics & Reporting
How can you schedule a report to be sent via email on calls made in a given time period?

Trying to setup a recurring/scheduled report to be sent via email (.exls format) to a set email address on a weekly basis. Total calls, inbound, outbound, etc. Can this be done with an MVP plan? If so, how?

5040
Mary-Community_Moderator
Community Manager
S
stacey-1New Participant
asked in Analytics & Reporting
Is there away to create a Non Licensed user access for report and analytics only

I have a senior manager, who does not currently use Ring Central, that asked to access to run reports and view analytics on his team. Is this even possible? I'm not finding a way to create an account without assigning a phone number to it. I see that there is a Mobile User option and it says free but it also lists a charge. Just need a little guidance on this. Thank you.

14420
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H
htalleyNew Participant
asked in Analytics & Reporting
Create report for User Group - Queues

Is there a way/method or how can I pull a report that shows each user assigned to each call queue?

2731
Mary-Community_Moderator
Community Manager
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jsullerNew Participant
asked in Analytics & Reporting
Call Details for Calls Outside of Service Level

Is there a report that shows the details around all calls that are outside of Service Level? Looking for Time of the call, reps that it rang to, etc.

2240
Mary-Community_Moderator
Community Manager
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aszemanNew Participant
asked in Analytics & Reporting
Call Recordings by User

I'm wondering if there's a report by agent I could run so that I can easily access their call recordings for my quality monitors.

4080
Mary-Community_Moderator
Community Manager
J
jsullerNew Participant
asked in Analytics & Reporting
Service Level Calculation : When Does The Clock Start?

At what point in a call does the Service Level calculation start? Does it include the time the customer spends in the IVR?

1690
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jkaminNew Participant
asked in Analytics & Reporting
Interval Data

I am attempting to build IDP's from my MVP data. The "Trend" graph shows me that the data is there, I just need it in a more digestible format. Is there a report that would show interval call arrival by hour and by day of week? If not, is there a way I can add the "Trend" into an exportable document? The only options it give me to export the trend are excel or PDF (others give the CSV option). Any ideas would be greatly appreciated!

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