Analytics & Reporting

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.

I am unable to open my call recordings to my computer. I am able to download it from the a admin portal. But, After downloading I am getting an error that it could not be opened

There is a problem with Refused numbers.The only time we see the refused numbers is in "Analytic" but does not show which numbers are missed, so our users call them back.The only place that we can see the numbers, is in "Call Log" but you can find all the numbers but the one with Column "Refused"there is a glitch or issue, that need to be fixed.We have so many users refused some calls, they don't know how they got that error, but they don't know how to call them back, because the cannot see.my name is Eric, and email is evartanian@law888.com phone: 626-363-2119Thank you.

Account type (U.S., Canada, UK, AT&T, Telus, BT): USRelated case number (if applicable): NADetailed description of problem: What is our uptime SLA for a standard account?Previous troubleshooting steps taken: NASoftware version: NANumber of Users affected: NA

Looks like I no longer have the ability to generate a report I need

How do I consistently receive the option to rate calls?I recieved a notification on my desktop once (in the last two weeks) to rate the call. I would like to be able to provide that feedback consistently. I believe it would result in more accurate analytics. I've looked through settings and do not see the option to receive this request with each call. A representative said this is not currently a function. However, I experienced it - so it does exist.

User assignments and changes should be able to be tracked from analytics portal.In our enterprise company with several admins and a few super admins it can be frustrating tracking down what line moved to what device and which admin made the mistake.Recently I had an issue that appeared to be users being removed from a device and added to others and there was no data in the portal to show when they were changed. Tier 1 support couldn't even find it on their backend systems. At least give your agent's the ability to see all changes to an account, they are very good agents.I believe documentation of user line assignments would assist users and support in tracking down and troubleshooting issues. This would have prevented me from reaching out to support or if I did not see that, the support agent could have walked me through and had first call resolution.

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?

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?

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

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

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?

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

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?

How can I see what calls are refused

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

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?

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!

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.

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.

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?????

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

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

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.