Call Log Reporting is difficult to read if you are not a RingCentral IT personnel

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  • Updated 3 years ago
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1. US
2. Research Services
3. Intelligible Call Log Reporting to non-tech reader
4. Understanding Call Logs easily
5. We don't need to call into Tech Support to understand Call Logs
6. No Case No.

Hi, the Call Logs are extremely difficult for anyone outside of RC Tech Support to understand, partincularly with regards to simul ringing, forwarding, and what means accepting and connecting. Richer description that differentiates between a real person connecting and the connecting recording message would be one example. The Admin is listed as the first in the sequence of the call routing. This is confusing. There are multiple lines for one call that are very hard to read. Subtotals within totals or subparts within total parts are not easily intelligible. It's just extremely difficult to read the reports. I spent a lot of time on Tech Support with tier one who didn't know how to read them either. i had to go to a supervisor who could help me, and even she was confused by how the data is presented. ultimately, she was very helpful.
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Emily Brammer

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Posted 3 years ago

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We are a 100+ user Office Premium Account and moved to RingCentral in 2014.  While some features of the Call Logs and Reporting have improved, overall they are very difficult to decipher.  I have 10 years experience in call center reporting and have used reporting from other systems that were much easier to work with. While there is some information regarding definitions, I have yet to find anyone that can provide a comprehensive understanding of the call logs.  

The path and result of the call should be clear.  Some items that would be helpful are; complete and comprehensive definitions, call segments, unique identifiers (such as a call serial number). Forwards and transfers are somewhat hard to follow. While the logs are directly tied to call forwarding and routing, and there are numerous variables, you should be able to refer to the logs and determine the path and result of the call. Announcement Only extensions log all calls as missed.  If the call connects, and the person hears the announcement, it would seem it would log/report as connected or accepted.  Seems counter-intuitive. Even when a call passes thru an IVR, it shows as Accepted.

On the reporting side, it doesn't allow to drill down to more detailed info, Avg Call/Day and Avg Calls/Hour seem inaccurate. When looking at "Yesterdays" data, I have users showing 1 call yet the average shows a .5 (day) or .02 (hour), my expectation is the data is for one day (yesterday) and 1 total call would equal 1 call/day average. It is not clear what the average is based on.

The bottom line is that without Call Logs that are easily understood, they lose their value.  It also makes it hard to verify if call routing and rules are working as intended. It is concerning that RingCentral Support seems to struggle with providing answers regarding the call logs.
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Mike, Official Rep

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Thanks for your feedback. We've shared these comments with your product team.  There are some more changes and enhancements coming to the Reports feature in a few weeks.  Once it's released, we'd love to hear more feedback. 

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Elliot Beaudoin, Alum

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Elliot from RingCentral Product Management here. 

I'd love to have customers from this thread fill out this survey regarding Call Logs:

We are working on improving Call Logs and having your input will be valuable.