Analytics & Reporting

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?

is there a way to run a report for queue history? im trying to see how long a tech was queued in and out along with a time stamp.

I have been having complaints from our employees about poor quality calls. Upon looking at our analytics I have found most are due to server to PSTN. This is even true for internal calls. Is there an issue with the servers?

Is there a way to automatically fill columns for downloaded analytics file?,Is there a way to automatically fill in columns for downloaded analytics file?

In mid-November 2019, while trying to run employee call logs from October 2019 (prior to the 11/3/19 Daylight Savings time conversion), all call times are off by 1 hour (early).  It seems that, after Daylight Savings passed on 11/3/19, any call log reports run after that point, with a target timeframe from before DST, the RingCentral system subtracts 1 hour from each call start time (presumably because we "fell back 1 hour" on 11/3/19).Isn't your system sophisticated enough to know that DST has taken place, and adjust the call times?  It shouldn't be subtracting an hour for calls being run in a report that took place prior to DST... the calls were at the time they were at, not an hour earlier.For example... our company has team meetings every Tues. @ 12pm ET.  All team calls after Nov. 3 reflect 12pm ET start for each participant.  However, all Tues. meetings prior to DST show 11am ET start time, which is incorrect.Please advise and correct this bug in your call log

Is there a way to track when an agent is logged into RC and when they are logged out? Alternatively, can we track when they are available in a queue?We want to determine the amount of time a user is spending in each queue each day. (Not just the live reports).I see there is a Get Call Queue Members in the API, but I believe this will only provide the list at that moment, is this correct? In other words, I'd be force to query it every minute to track changes.

What is the delay of displaying missed SLAs on the dashboard? we had a chat that was not displayed when missed until 1 hour later.

We have created a Que, that has 14 - 16 800#'s tied to. ( A rule was created, directing these numbers to a Que)We would like to pull reports per phone number, then per member, then pull how many calls this member answered from the particular 800#. Then average handle time.From what I was able to find, via the site and speaking to one of your knowledgeable reps, this is not possible at this time.It is very important to us to know how many calls are coming in per 800# assigned to the que, since each number represents a different project of ours.

at this link it says: https://support.ringcentral.com/article/Analytics-Portal-Service-Level-KPI.html• Service Level Target (%)The target percentage of calls that must be answered by agents within the service-level time threshold.• Service Level Threshold (s)The period of time in seconds that is considered to be an acceptable service level. A call within this time period will be marked as "within service level", while calls of longer duration will be considered as "outside of service level". Doesn't include time in IVR.Is this %SLA based on the total number of incoming calls or is it based on the number of answered calls.For example, we set %SLA at 30 seconds. For our accreditation, we need to meet 80% of calls answered within 30 seconds. So if there are 100 incoming calls and 80 calls are answered and 20 calls are missed and 60 calls were answered within 30 seconds.Is the %SLA:60/100 or 60% or is it 60/80 or 75%?We looked at our %SLA for each month in

We need to be able to only report abandoned calls during business hours.

i would like to request data usage for support reps’ total monthly data usage related to Ring Central Products (primarily phone (VOIP) and “Zoom”/RC video calls and screen sharing.

Please add SMS analytics as a feature

Hello,We are having issues with Subscribed Main Number analytic reports. Almost every day internal calls are showing up on the main number report. They don't show on the analytic screen, just on the PDFs that are sent to management. The main issue is these calls inflate the missed call count. It appears that the reports generated are flawed.