Analytics & Reporting

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.

I need assistance with running the report of the State By agent in InContact, does someone know how to grab this data

I am unable to see the amount of time an agent in a queue has been available to take calls during a given day on a report. Is there a way to see that in the RC Office package?

Problem: We need to be able to see how many times an individual extension is "hit" / called and filter that data based on the site in which the call originated.Example:Extension 999707 "Florida Forward" is set as Key-Press option #1 at two sites:103-Austin104-DallasWe need to be able to see how many times key-press 1 (ext 999707) is hit from EACH site. When looking at the performance report in analytics for the 999707 extension, we can see the calls to the extension that originate from both sites, however, we cannot filter the data based on the site in which the call originated.Currently, the only way to gather this data is to expand each call and manually record the originating site....Solution:Add a filter that allows for the filtering of calls based on Originating site.NOTE: We could obviously build a virtual extension at each site and check the analytics for each and every one for those virtual extensions, but that is not an elegant solution for 100+ sites. A fi

Currently, if I am interested in a particular timeframe (example: 1 week), and I view the data by day or hour within the RC analytics site, it is fine. But when I try to download the data in an excel format - to compile the data in a document of my own and do my own analysis and tracking, the report that gets downloads is just a SUMMARY for the selected metrics. For example. If I choose 1 particular week, the graphs and chart on RC allows me to view the data parsed by day or hour. BUT when I save and download the performance report, it ONLY gives me the metrics as a SUM of the week. So instead of being able to compare the total incoming calls between Monday at 11am vs. Friday at 11am, I can only see the total calls for THE WHOLE WEEK. Monday THROUGH Friday. If we are able to view it on RC, why does it not download the data in that manner? How is this useful?

are you going to develop RingCentral android app for reporting & performance. if you would it will become big support for us to display on smart TV

We have two users with a very specific issue...in the performance reports they are unable to see any data. Even on the default page to to view all users for "yesterday" it shows zero calls and in a couple fields it indicates "Invalid DateTime"Others users not experiencing the issue and I'm unable to duplicate their issue on my end using one of their logins. They've tried already cleaning their cache/cookies, restarting, and trying in incognito with no luck.Just wondering if anyone else has experienced the same thing....I've tried everything I can think of.

How can you set up additional agent states such as Lunch Break Etc? And it there is a way to make those changes, what report will populate that information?

I pulled a report earlier for queue calls and it shows GMT. I need to change it to CST. How do I do it? Thanks in advance... and you get a cookie for the correct answer :)

We've just gone-live with Ring Central for a small contact centre. Is there a "Newbie" forum I can join to chat to other customers? Als? Also, I haven't attended training for reporting as yet (it's scheduled quite soon) but I'm keen to start playing with the available reports in the meantime. Are there any "Popular" reports that other customers have found useful for Agent and Centre? Thanks! Malcolm

Within the Call Queues, I am using the 'Rotating' option to route calls to members. How do I pull reports to see how often/when a user is marking themselves as unavailable to take calls? Is there a way to track this?

I'd love to have a feature that would give standard users access to the Analytics Reports but solely for their own logins and calls. I know I can export info from the call logs, but to have a snapshot summary view for the analytics would be extremely helpful. I want employees to be able to report and manage their own numbers instead of management managing the employees.

Can someone tell me why the Total Handle Time of an Agent does not equal the value of Call Length times when I add it up for that Agent? Total Handle Time is always higher than the sum of the Call Length for all calls made by the Agent? I was under the impression they would be equal? Does Call Length not include something?

Hello We have a call center and we badly need to have a live report that shows the status of all the agents, not just the call queue groups realtime, currently your live reports dont show that as an option, only call queue groups, Please have this feature available on your next updates

Do you have a report that tells us the outbound caller ID for all our users and phones? At the moment we have to manually check everybody's account to see whether there outbound caller ID is correct on users who have more then one phone.

Is there a way to report how many minutes we actually used?