Our "Lost in the RingCentral Lingo" series continues! This week, we're building on what we learned about Agent & Performance metrics with a deep dive into the most granular details of your reporting.

This time, we're talking about Granularity & Nuance, the subtle yet crucial distinctions that help you move beyond basic metrics to truly understand what's happening with your calls. Let's peel back the data layers together!

📊 Granularity & Nuance: Peeling Back the Data Layers!

Sometimes, a single number isn't enough. These distinctions help you get a clearer, more detailed picture!

# Voicemail VS % Voicemail

• # Voicemail (Count): Just the raw number of times someone left a voicemail.
• % Voicemail (Proportion): The percentage of all calls that ended up in voicemail. This is often more insightful, as it highlights the rate of voicemails, which is crucial when call volumes fluctuate.

The RingEX vs. RingCX Difference:

• RingEX: Both the count and percentage are available as KPIs in the Analytics Portal for general user and company number reports.
• RingCX: These metrics are tracked as part of queue performance and are essential for understanding how many calls are being handled by agents versus routed to voicemail.

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# Transferred VS % Transferred

• # Transferred (Count): The raw number of calls that were transferred.
• % Transferred (Proportion): The percentage of all calls that were transferred. This context helps you understand how often transfers are happening relative to your total call volume.

The RingEX vs. RingCX Difference:

• RingEX: Both the count and percentage of transfers are key metrics for evaluating efficiency in its general reports.
• RingCX: Transfers are a critical part of the customer journey, and RingCX tracks them in detail to help managers understand call flow and identify training needs.

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Total Handle Time VS Average Handle Time (AHT)

• Total Handle Time (SUM): The grand total of all the time your team spent on calls over a specific period. It's the sum of everyone's efforts.
• Average Handle Time (AHT): This is the average duration for a single customer interaction. Both are important, but Total Handle Time shows the overall workload, while AHT shows per-call efficiency.

The RingEX vs. RingCX Difference:

• RingEX: Both Total Handle Time and AHT are available as standard KPIs, allowing managers to monitor both total workload and per-call efficiency for a team.
• RingCX: AHT is a core KPI for a contact center. RingCX provides both Total Handle Time and AHT, which are essential for workforce management and forecasting.

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# Abandon (Hold) VS # Abandon (Park)

• # Abandon (Hold): Counts calls that hung up while they were patiently waiting on hold.
• # Abandon (Park): Counts calls that hung up while they were placed on park. Knowing where the caller gave up can help you pinpoint specific snags in your call flow.

The RingEX vs. RingCX Difference:

• RingEX: These specific abandonment types are available as KPIs in the Analytics Portal, allowing you to identify issues with hold queues or call parking.
• RingCX: As a contact center solution, RingCX tracks abandoned calls in great detail. It tracks abandoned calls in queues and segments, providing a highly granular view of where and why calls are abandoned.

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Refused Calls VS Missed Calls (with/without Voicemail)

• Refused Calls (Individual "No Thanks"): This is when a call rings for a specific user, and they just don't pick it up. It points to an individual agent's non-response.
• Missed Calls (Overall "No Answer"): This refers to inbound calls that simply weren't answered by anyone. This is a broader category that could include calls that went to a queue and were abandoned.

The RingEX vs. RingCX Difference:

• RingEX: This distinction is clearly defined and tracked in the analytics portal, helping managers differentiate between an agent's individual action and a broader call flow issue.
• RingCX: RingCX provides highly detailed agent state and queue performance metrics, allowing supervisors to see if a call was refused by a specific agent or abandoned by a customer before any agent could pick it up.

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RingCentral Knowledge Base & Blog Post Reference

Dive into the articles below for practical tips, insights, and strategies to help you make the most of your analytics and turn data into smarter decisions.

RingEX 

• Analytics Portal - KPI Definitions

RingCX

• RingCX Analytics metrics reference
• Average Handle Time: Executing the 8 Best Practices
• RingCentral Community: Abandoned calls vs. Refused calls

By mastering these key distinctions in your reporting, you can move beyond surface-level numbers to truly understand what's happening with your team and your call flow. This deeper insight is the key to identifying opportunities for improvement, optimizing your operations, and ensuring you're delivering an exceptional customer experience.

What's Next? In our final "Lost in the RingCentral Lingo" series, we'll focus on Process & Impact Distinctions. Get ready to learn about the difference between how you report (Dashboards vs. Reports) and key operational efficiency metrics like Adherence vs. Occupancy.

What RingCentral terms would you like to see explained in a future post? Share your questions in the comments below! 👇