Analytics & Reporting

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?

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.

Does anyone know if RingCentral has reports for audio conference calls? Is a report available showing who joined your call? Any reports available by host or participant codes? Thank you for any help you can provide.

I utilized the download feature n the Adoption & Usage report to further understand what made up the summary at the top of the page. I'm assuming there is some calculations going on in the background since the raw data doesn't match the summary. The summary shows 91,146 total calls but when I calculate the total calls column on the spreadsheet I am getting 168,662.Also, what is considered one call? We use ring groups so the majority of inbound calls hit a ring group before they reach a user. Is this added to both the user and ring groups total calls? Could this be inflating the raw data totals?Any further clarification would be appreciated.Thank you

We have RingCentral set up with an AutoAttendant forward so calls made to our Helpdesk number are routed to the RingCentral number. and from there, the calls are forwarded to the queue to be answered by users. I am noticing the Performance Reports don't show the number of incoming calls picked up by the users, only the AutoAttendant. Calls that come in directly to a user's number are counted or outbound calls made by the user's number.We need to be able to confirm users who are taking the Inbound calls, is there a way to do this given our AutoAttendant forwarding set up?Thank you.

I have a team of agents whose primary role is making outbound calls (appointment reminders and preregistration. Their shift work code is "Outbound Calling", and they are in adherence when MAKING calls. As soon as a call connects, they are OUT of adherence. Which is maddening...does anyone else have this issue and can you suggest a solution?

We're using the Hubspot integration and haven't found a way to add our call log to our user reports dashboard to track the calls that they are making. Our users are also Contacts in the system in Hubspot. Has anyone else found a way to make this work?

Has anyone generated a report that shows the service level based on SLA for individual agents?

See the example. The green highlighted time that is actual talk time (and hold time) amounts to 2 minutes, but the total handle time is 39 minutes, as it is including live talk after external transfer.Also here, since that seems small: https://i.imgur.com/oqlxHfq.pngIs this a bug that can be corrected? Is there a way to exclude the external time?

There should be a feature under Analytics, that allows the creator who manages the reports, to be able to share those reports to other users as well.

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.

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.

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

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?

How does the system come up with number of transfers?

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

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?

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.

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

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?

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?

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.

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

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?

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?