Analytics & Reporting

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? 

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.

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    

Is there any custom reporting to pull information from user accounts? Like users forwarding their extension, or that have a custom voicemail message set. 

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

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

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!!

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?

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.

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.

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

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.

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?