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Analytics & Reporting

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  • 172 Questions
  • 267 Replies
172 Questions
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michael-arndtNew Participant
asked in Analytics & Reporting
Abandoned calls vs. Refused calls

In performance reports there's a KPI called Abandoned calls (Count of all queue calls that were not answers by a user - includes VM) and then there's Refused (Count of all queue calls that were not answered by at least one user).This seems the same yet for the last 7 days my report shows 117 abandoned calls and 52 refused calls.What does this mean?

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rhondaParticipating Frequently
asked in Analytics & Reporting
Reports: user activity details in the call queue reports

As an admin I am looking at the user activity details in the call queue reports. What is the user with the *in front of the call queue name supposed to be showing in the report?

9890
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Chris62411084004New Participant
asked in Analytics & Reporting
RingCentral Live Queue WallBoard - Options

Hi there -We have access to Analytics / Live Reports /Wallboard (https://live.ringcentral.com/). This can be viewed on PC with no issues.My question is this - is there anyway got this to display on a SmartTV? If so, how did you do it? I am looking for an all-in-one solution instead of casting from PC/iPad/iPhone, etc.Let me know.Thanks -Chris

9140
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kristen-jakupakNew Participant
asked in Analytics & Reporting
Incorrect Number of Calls in User Report

I noticed that the Call report numbers do not match up with the User report numbers.

3060
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aaliyah-williamsNew Participant
asked in Analytics & Reporting
A focused report into abandoned calls

Is there anyway to breakdown of the number of calls abandoned in a specific time frame e.g. how many calls abandoned between 0-25 seconds, 25 seconds to 1 minute etc on analytics?

1750
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admin1234567891011121314151617181920New Participant
asked in Analytics & Reporting
Agent Availability Trend

Can we see the agent's availability anywhere other than Live Reports? It would be nice to track that over a range.

4170
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scott-aldenNew Participant
asked in Analytics & Reporting
Analytics - How far back do dates go?

In the analytics area of RC, how far back do dates go? I'm seeing evidence that it only goes back so far then stops. Or does it go back as far back as our account goes?

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leo-aguilarNew Participant
asked in Analytics & Reporting
How can I see what calls are refused

How can I see what calls are refused

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Anonymous
asked in Analytics & Reporting
analytics

Need clarification.I have several employees that have extensions, but I also have a few extensions that ring to several people as well.My question is how do I determine the true number of calls answered by whom?Basically, if I have a low percentage of answered calls for a group extension, and the employees have a higher percent, how does that work out?How do the number of calls line up when some come from the group extension being selected & some are due to the individual's extension being dialed?Thanks,Michael

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kendrick-realty-incNew Participant
asked in Analytics & Reporting
Total calls vs missed calls

We wanted to track the number of calls vs missed calls. I am using the Analytics feature to do it. However, the report seems inaccurate. It looks like when a call comes in and ring 4 people simultaneously, the system treat is as 4 inbound calls and 3 of them are always missed. Can anyone help me how to make an accurate report on this?

3560
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catherine-stierNew Participant
asked in Analytics & Reporting
Performance Reports Customization

In performance reports it defaults to "Yesterday" and it defaults to certain columns. I'd like it to default to "today" and the columns that I select so I don't have to continue doing it every hour when it refreshes. Thank you!

8990
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Anonymous
asked in Analytics & Reporting
Call Recordings: How can you listen to call recordings on an iPad?

I am on the road a lot and want to listen to my teams call recordings for training and quality control. I can't seem to find out how to do this on my IPAD or mobile device.

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brandon-koferNew Participant
asked in Analytics & Reporting
RingCentral Analytics - Avg Calls Per Day

When looking at a Performance Report in Analytics, how does the Avg Calls Per Day for a user calculate? Is this based on a 7 day a week schedule or is it based on what the user has specified for User Hours? Support told me it is 7 days a week which would make this report hard to calculate because we don't work 7 days a week.

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marianna-clampettNew Participant
asked in Analytics & Reporting
Historical reporting lacking

Where is the historical reporting that used to exist? I no longer can go back more than 6 months. I can no longer compare incoming call volume against a time period in the past. When will this be added back?????

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phillip-bennettNew Participant
asked in Analytics & Reporting
What's the best way to calculate % of calls answered within a specific hold/wait time?

Hi there,U.S. account here. I was wondering what the best way would be to calculate the % of calls answered within 60 seconds? It is a metric we are now required to report out to the rest of the business.We download the call log as a spreadsheet and run pivot tables for some of our stats, but while it has a time stamp and shows call duration it doesn't have any data for how long the customer waited before a call either connects or is dropped. Is this something that could be added to the call log or is this data available anywhere else?Thank you for the help,Phil

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amy-priceNew Participant
asked in Analytics & Reporting
Are #Refused calls part of #Inbound?

Are Refused calls a subset of # Inbound Calls ?Example: Total calls = 29 (14 Inbound, 15 Outbound). There are 10 Refused calls. Does this mean that 10 out of the 14 Inbound were refused (or 71%)?Please confirm

3770
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mark-howardNew Participant
asked in Analytics & Reporting
Outbound Connected - Historical Reports

Hello, please can the number of Outbound Connected calls be added to the Historical Reports section? It shows in the Live Reports, but not the Historical Reports area.

1970
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weathermanNew Participant
asked in Analytics & Reporting
Historical Report to Analytics Conversion

The recent report conversion has taken away the ability to track individual performance of users answering the call queue calls. When it was Historical Reports it would allow us to see calls each user received from the queue, answered, missed, etc. Now with Analytics this information is no longer available. I have spent almost 4 weeks on the phone with several techs as well as my account rep with no resolution. This data is the most important tool that we use daily and now it's gone.

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brad-larinoNew Participant
asked in Analytics & Reporting
Where can I find the raw data used to calculate the "Average Speed of Answer" metric?

My client has asked my company to provide the KPI: "Percent of calls answered by customer service representative within 30 seconds"Currently the Analytics Portal within the "call details" section you can see how long a call spent in each IVR/queue before being answered by a user, but this information cannot be downloaded to a .csv.The analytics portal also reports on "Average speed of answer", but currently does not provide its customers the data to make that calculation themselves, where is the transparency in that?

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al-arandaNew Participant
asked in Analytics & Reporting
Missed Calls Notifications or API

We have 4 call reps answering calls remotely, almost every time we receive a call I can see the call ringing in the HUD display, they do not answer the call, and after 30 seconds the call is sent to the next rep, and then the next available rep until finally one rep decides to answer the call, or the caller hangs up.This is more of a discipline problem, but if I had proper tools I could address the issue. Sure we receive a missed call notification email, but I do not know what rep specifically did not answer the call.Ringcentral use to have a reports tab but I can not find that page in the admin portal. Anyway is there a way to display in our Glip group chat a notification every time we have a missed call from a department or specific user? Or can we develop a custom dashboard that displays each users missed calls?TIA

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jenaNew Participant
asked in Analytics & Reporting
Logging in time

Is there a report that will tell me how long an agent was logged in? Something with a specific login and logout time. The agent will be logging in on a mobile device.

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nahrain-bakoosNew Participant
asked in Analytics & Reporting
Dashboard with total call duration per extension

Hi All,I run a call centre and the team is getting bigger and its really time consuming downloading call logs and summing up call duration per agent in total.It is possible to have a dash board that states the extension with number of calls made and the total duration live feeding through for the total calls made? every other phone provider has this, i dont want the hassle of changing providers if this can be accessible through ring central?Thanks,Nahrain

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