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9 days ago

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Analytics & Reporting

Analytics & Reporting

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152 Questions
252 Replies

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152 Questions

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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?

4651

2 years ago

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?

4561

2 years ago

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.

11633

2 years ago

aaron-westNew Participant

asked in Analytics & Reporting

Abandoned Call Report / View

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?

362420

2 years ago

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?

2551

2 years ago

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.

2151

2 years ago

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.

3921

2 years ago

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?

1620

2 years ago

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!

2832

2 years ago

michael-10New Participant

asked in Analytics & Reporting

Sharing Performance Reports with Other Super Admin

How do you share performance reports with other super admins so they can also pull a report using the same parameters?

3121

2 years ago

jirvine2New Participant

asked in Analytics & Reporting

Display agents in "wrap up" status on live reports

Is it possible to show when an agent is in the call wrap up period on the live reports in addition to available, on call, unavailable?

2120

2 years ago

Susan2153262010Inspiring

asked in Analytics & Reporting

What is the purpose of Live Report licenses?

What is the benefit of purchasing Live Reports licenses? We have multiple licenses that I was told we needed to have, they are not assigned to anyone but users are still able to access the reporting area along with the Live Report dashboard. I assigned myself a license but am not seeing any difference in functionality with/without a license.Any additional information would be appreciated.Thank you

11866

2 years ago

charlie-2New Participant

asked in Analytics & Reporting

Service Level History

How can I check service level history? I would like to see the service level for each day from the previous month.

1601

2 years ago

Mike1508287027Known Participant

asked in Analytics & Reporting

Better call log reports for legal needs

Is there better way to run/save a call log report? csv files, screenshots, etc. are not the most suitable reports when needed for legal reasons (submissions to the courts) is there a 3rd party software that would create a PDF file, with the RingCentral Logo? maybe even our company logo?

3212

2 years ago

gandycNew Participant

asked in Analytics & Reporting

Calls the user did not make

A user mentioned that she'd received several calls from another user, and when she reached out to him, he said he had not called her. My first thought was that he had fat-fingered and hung up right away after realizing he'd called her by mistake. I sent her the call logs from analytics, and she pointed out that there were two 10 minute calls with a status of Missed, which is weird. He confirmed that while she is one of the only people he calls (he's fairly new) that he did not call her on those occasions.(He does have the RC app on his smartphone, and it occurred to me that his kid could have accidentally called her, or that he is somehow butt-dialing her. The 10 minute Missed calls (with no voicemails left) don't make any sense, though.I'd appreciate any insight...

2600

2 years ago

aszemanNew Participant

asked in Analytics & Reporting

IVR Path Report

Hi All -Is there a report that will show me the option the caller selected within our IVR menu?Thank YouAnthony

7213

2 years ago

jeffrey-herzfeldNew Participant

asked in Analytics & Reporting

Google/Ring Central Addon

Do you all have ringcentral addons for google sheets coming up on the roadmap?

2781

2 years ago

d-bourNew Participant

asked in Analytics & Reporting

Call Result descriptions for Queues and IVR

Looking for descriptions on the following Call Results - vm/Abandoned & vm/Missed

2200

2 years ago

sknorrNew Participant

asked in Analytics & Reporting

How to change the time zone for the Call Log and Analytics Portal

How to change the time zone for the Call Log and Analytics Portal. It looks like it's defaulted to Mountain Time.

7692

2 years ago

jpanianNew Participant

asked in Analytics & Reporting

How to Report SMS/Text messages by User

I need a mechanism as the admin to pull analytics on SMS/Text messaging by user. I would love to get details stats, but at a minimum simply how many text messages are being sent out by user.Does this exist? I don't see anything around SMS/Texting on the Analytics side.

10351

2 years ago

aszemanNew Participant

asked in Analytics & Reporting

Time Zone

Is there a way to change the time zone for the reports? Mine keeps showing Mountain Time.

4101

2 years ago

aszemanNew Participant

asked in Analytics & Reporting

Interval Report

Is there an interval report that's available?

2450

2 years ago

arndtNew Participant

asked in Analytics & Reporting

Filter out specific phone numbers from analytic performance reports.

We're using the analytic performance reports to gauge our call centers performance. However, we receive a lot of incoming calls from company employee cell phones. We don't want those calls to affect the performance results. Is there a way to flag these phone numbers so they don't affect the performance metrics such as abandoned or missed calls.

4002

3 years ago

paul-tracyNew Participant

asked in Analytics & Reporting

SMS Reporting for P2P messaging

I would like to be able to report on P2P messaging from the Admin portal inside Ring Central. I guess think of it like a Call Log Report but for SMS. I would also like to get information from the SMS provider as far as delivery rates, agent quarantine, etc. Right now i am not aware of any of this type of information for SMS.

3661

3 years ago

michaeldicksonParticipating Frequently

asked in Analytics & Reporting

Agent status

We have some users stating that their status is being changed to invisible by itself. The agents are using the RingCentral Desktop app. Is there a timeout period or inactivity period that might automatically change an agents status?

7666

3 years ago

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