Analytics & Reporting

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?

I am brand new to RingCentral and getting up to speed on reporting. I have a question about Service Levels. I can see in Live Reporting that I can see the service level for today as calls are coming in. However, I see no way of getting that information for previous time periods via the performance reporting. The SLA column is not the same as the Service Level in Live Reporting. The rep who provided implementation training didn't see any way of finding this data in historical reporting. I find that a bit hard to believe, since its such a core piece of performance data for call queues.Has this topic come up before? If its not available, is there a way to request it for consideration for a future enhancement?Thanks in advance.As a follow-up, I went in to edit my Service Level widget in Live Reports, and saw a message that says:Note: Any changes here will affect this widget as well as all places where SLA calculation is used for this queue.That seems to contradict what the rep told me

I need the full names of participants to show on the RingCentral Meeting report. Prior to July 15, 2020 the participant's full name displayed as indicated during the call. After July 15, 2020 the names are truncated on the report. How can I get the full name to show again?

This post is simply to suggest a feature to RC developers:Would you please create a function so that someone can see analytics for some users but not all? This way the manager of a department may access analytics for their department without being given access to the entire company.Thank you for your consideration.

Anyone else having issues with the user call activity report not updating for 24 hours?  I can pull activity from 2+ days ago, but every time I try to pull real-time, or yesterday's stats, everything has a value of zero.   I ALWAYS want to check stats real time, and every morning, to talk to reps about how yesterday went.  Why is reporting lagging for 24+hours?

I like to track my sales people outbound calls on specific hours of the day. We set 2 hours a day to make outbound calls to new customers. The rest of the day they are following up with customers and closing deals. So I want to see reports for specific times of the day?

For administrating purposes and to manage calls appropriately, I'd like to request an option to add a DND report. It'd be nice to be able to who and when someone puts themselves as DND.

I would like to have different columns that the default ones and have them saved when I log back in.

We see that %SLA is available for call queues only. Is it possible to get %SLA for the organization as a whole or for users?The reason is at our company, we have dedicated operators. example: press 1 for the English operator, press 2 for the Vietnamese operator, etc. These operators are users. The reasons why we didn't create call queues for the operators was we needed the operator to be able to pick up and hold multiple calls. From our understanding, once a user picks up from a call queue, they are unavailable to pick up more calls.So when the operator does not answer another incoming call (e.g., they were already in a call or couldn't get to the call fast enough), the call is routed to a call queue. So this call queue is there just in case the operator didn't answer. We can't use the %SLA in our statistics because it doesn't accurately reflect the operators. And we can't calculate the %SLA from the call log because the call log only indicates the dura

Hello team,we were trying to analyze our data from the performance report and company report but there is mismatching in the data of both the reports.Even the data on the performance report dashboard page (Number and Call) details is not matching.

Hello,We have the admin setting of 'Enable Masked Numbers' disabled in the portal, yet when we host meetings that are not public in the sense that only internal-staff, and explicitly invited people can join, the info in the Participants column, in the 'Meetings' dashboard is partially obscured.Only specific, authorized, people can access the dashboard. This obscurification is interfering with our ability to generate our own analytics, based on our internal systems. This change, which seems to be in the name of user security/privacy, is only a half-measure. For example: If I (me, the system admin) join a meeting, I can see the people and phone numbers who have also joined the meeting via the 'participants' window. If I (me, the system admin) joins any meeting via the admin panel with the 'Join As Assistant' link, I can also see the people and phone numbers of the other people who have joined. So, why mask it in the analytics? The fact that I can se