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Hello! We are new to RingCentral Analytics and want to know what the various data means. Some is obvious, but some is not so obvious. Is there a resource for these definitions? For example, "connected" is defined as a session. It was hard to nail down exactly the technical difference between a "connected" call and one that isn't "connected." Then there is "% Missed (w/VM)" - how is that calculated? Also, "average handle time" - does that average all the connected calls? etc. etc. etc. for every data type. There must be specs / definitions somewhere, right?


We want to know what these data are... instead of making assumptions. It's a really stupid/simple type of question, but finding resources and answers for this have been very difficult!


Any help is very much appreciated!!

analytics portal KPIs definitions


There is also a ? button in the top right corner of the analytics portal which links different guides


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