Analytics & Reporting

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?

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

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

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?

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...

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

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

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

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.

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

Is there an interval report that's available?

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.

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.

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?

Hello, I am looking at the Alerts page in the Analytics section of the site. My goal is to setup an alerts when more than X percent of phones go offline. It looks like there is this functionality for rooms (Percent of offline rooms) and that the portal does track device status as Online/Offline but I am having a hard time finding out how to setup an alarm for this condition. Any ideas?-Danny

Does anyone know if there is a pre-built report I can use to show webchats received and the email address the customer used?

How do we access previous year's call logs and performance reports? It only lets me access up to past 5 months?

Hi Team,We are using RingCentral with Salesforce. We have introduced 2 new dropdown fields Call Result (Connected/Not Connected) and Call Outcome (Dependent on Call Result) on Activity object. We are using both these fields for activity logging via Ring central. Ring Central activity log option is showing both these fields but is not maintaining dependency of Call Outcome on Call Result. Can you please tell me how can we manage this.ThanksPiyush

Hello,Our team is looking for some reports. Can someone help me out? We need:Number of incoming calls (ACD)* - Total incoming calls - all agentsAvg Wait Time to Answer - This metric provides us with a view of the amount of resources available to answer the calls. Directly effects customer satisfaction1st call answer rate - % of calls answered by agents% Agent Ready - Logged in and available - % of time agents are available to answer calls - or on the phone% Calls to Voice Mail / ACD - % of calls sent to voice mail% Abandoned - % of calls dropped that did not leave a VM

We have a 'Main Switchboard' group for incoming calls. The group has 5 humans to answer the calls.Sometimes after receiving a call a human incorrectly transfers the call internally without HOLDING the transfer button. The recipient sees "Main Switchboard" on their caller-id rather than the caller-id of the original caller.I have been asked to address this issue.I need visibility to see which user answered and transferred the call but Reports > Call Log shows only "Main Switchboard". Is it possible to drill down to see exectly who answered and tranferred the call.Thanks,ft.

How can I obtain Analytics data prior to March 2021 ? I'm particularly keen to access Performance Reports from Jan 2020 through to March 14 2021 as I have to produce monthly year-over-year reporting for my company. Data for 2019, 2018 would also be really useful too.

Can I create a report that shows calls for a group of phone numbers (more than one phone number)?

Is there such a thing a subscription report that will include a line chart for trends similar to how they're shown in Reports -> Analytics? Right now it only displays a single row sheet.Thanks in advance.

Hello,I would like to create a Performance Report using today but list future hours so that i can connect a subscription to run daily between the specified hours. The current setup allows me to choose today but does not have a separate choice for the hours component. Future hours for today are greyed out since they have yet to happen. When I choose 7am to 8am it changes today to the date which means creating the subscription will show the same data for that specific day. The goal is to create the report so that it shows the call statics between hourly periods. Example: Today from 7am to 8am, that I can set a subscription to run daily at 8am which will show all calls in the given period for the current day or "Today".

When setting up a subscription to have a report from yesterday emailed it is sending 2 days ago instead of yesterday's calls? Any idea what I'm doing wrong?