News & Announcements User Community Developer Community

Welcome to the RingCentral Community

Please note the community is currently under maintenance and is read-only.

Make sure to review our Terms of Use and Community Guidelines.
  Please note the community is currently under maintenance and is read-only.
Home » Users
Analytics or Report to show what Queues employees are taking calls from?
Tags: call queues
Feb 20, 2024 at 9:50am   •   1 replies  •  0 likes
Ben Brock

I have multiple queues set up and i want to see what queues my employees are taking calls from. Is there an analytic tool that can show me this information?

1 Answer
answered on Feb 21, 2024 at 7:49am  

You can try the following:
Go to the Analytics Portal > Business Analytics.
Create a new dashboard, because you don't care about the default dashboards.

Create a table widget on the new dashboard.
For Rows - select users
For Columns - select total calls

For Row Filters - select Queue agents (I believe this will exclude calls made to the direct numbers of the user, and will only keep the queue calls in the report)
For Data Filters - select To Extension and then chose 1 of your call queues.

Once you create this widget, duplicate it.
In the duplicate change the data filter to another of the call queue. In this way you can have a separate widget for each call queue.

It would then work like this:
On the widget for Queue1 you will see that User Jon Doe has taken 5 calls.
And then on the widget for Queue2 you would see that Jon Doe has taken 20 calls.

You can also have 1 master widget that is without a Data Filter -> it would be showing all the calls that the user has taken, regardless from which call queue they came



A new Community is coming to RingCentral!

Posts are currently read-only as we transition into our new platform.

We thank you for your patience
during this downtime.

Try Workflow Builder

Did you know you can easily automate tasks like responding to SMS, team messages, and more? Plus it's included with RingCentral Video and RingEX plans!

Try RingCentral Workflow Builder

Developer Platform
Integrated Apps
App Gallery
Developer support
Games and rewards

Resource center
Product Releases
App Download
RingCentral App login
Admin Portal Login
Contact Sales
© 1999-2024 RingCentral, Inc. All rights reserved. Legal Privacy Notice Site Map Contact Us