Issues with New Reports update.

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The new reports are much faster and easier to use — however the functionality to see who picked up a call from a queue/group-ring is missing! I believe this information was in the old reports (but they were too slow to use). RingCentral, please add the ability to run a summary reports on who picks up a call.

RC Chat support said to select "Call Type: Internal" to get this info. However, when I do I'm missing internal users. Seems like the new reporting is still a beta. Sorting also does not work for me. Frustrating.

Note: This conversation was created from a reply on: Please provide more advanced reporting options..
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Ben Greiner

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Posted 4 years ago

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Mike, Official Rep

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Hello Ben, some of what you mention is being worked on but we would like to gather more information specifically regarding "who picked up the call".   Can you please open a case and and provide details, screenshots, or anything else you feel is relevant. Open a Case
 
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Ben Greiner

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Mike, I've opened a case. To be honest, working with RC support is tiring and nearly useless. This screen grab shows what's not working for me: https://app.box.com/s/pxh0m9j85fy4onmq2wog0z85y2exmbb9
(Edited)
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Mike, Official Rep

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Thanks for opening the case Ben, Our product team is working on this issue. They realize that there is a lot of work to do on it. It's their first release replacing an old engine that had too many limitations. Sorry we can't provide any ETA at this time. 
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Rommel

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This reply was created from a merged topic originally titled New Reports Layout - Export User Activity.

It looks like on the new Reporting layout they have removed the option of exporting the entire table of users and total amount of calls made. Is there a way to bring the option back?
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Sonia Singh, Official Rep

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Rommel we'll be working on bringing it back soon.  We'll update with an ETA as soon as we get closer. 
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Cody Smith

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This reply was created from a merged topic originally titled Ring Central reporting Down?.

As of 09/17/2015 I have no been able to get a report to show and calls. I have tried basic trouble shooting and nothing works. Has anyone else experienced this problem today?

Brady Myers
SimonsAgency.com
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Sonia Singh, Official Rep

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Hello Brady: Are you still experiencing issues?  If yes, please open a case and we'll get on it right away.
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Claudio (Customer)

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This is one of the most important things for me, the reports, today I was greatly surprised, I found new reports. Fantastic, but, how to use it? It is not official yet ?
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Claudio (Customer)

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I thing we are still in problems... if you can see this report, it says total of 700 calls but if you add the number of answered + missed + voicemail = 365... where are the rest of 325 calls to complete 700 ?
In addition it says 4 hours 42 min and 19 sec of average of duration per user? impossible!!!
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Sonia Singh, Official Rep

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Claudio: I'm sorry you encountered this issue.  Would it be possible for you to open a case on this?  The team would like to take a closer look at your account. 
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Claudio (Customer)

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I really do not like to open a case for things that are in the core of the application, I mean, the problem it is not only for me... but I will...
The case will be going to the regular support team and I think this kind of issues needs to be handled for a specialized team or developers...
(Edited)
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Claudio (Customer)

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I think I found the problem, the system is not counting the "Call Connected" Status.
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Sonia Singh, Official Rep

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Claudio: the case will be routed to a special team immediately.  That said...i do have some follow-up comments for your original post...This isn't an accuracy issue. The 700 includes your outbound calls but we aren't showing that number at the top and are optimizing for the breakdown of the inbound calls.  We'll revisit the design in upcoming releases.  Regarding the Avg. Call Duration/User metric this is based on total call duration for all selected users for the date range selected. So the numbers add up quickly. 
(Edited)
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Claudio (Customer)

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Thanks Sonia, I will love if you can give me a call, I was working with the reports today and something still is not accurate.
About your last phrase, from my example/screen capture, How you read/interpret the Avg Call per user?
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Claudio (Customer)

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This is a very simple example with just one user... but the average is incorrect...

Twenty hours average per call ?


(Edited)
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SARONSON, Champion

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The new reports are great! Huge improvement. One feature request and one bug noted below.

Feature:
When viewing the "Phone Number" or the "Call Detail" page, the name of the extension to which the phone number is assigned should be displayed or you should have the option to display it. I want to look at a report of which user/extension is answering their calls and which user is missing their calls. To do this, I have to look at the Phone Number report and then cross reference a list of which user is assigned which number.

Bug:
Long extension names do not format correctly in list. They overlap with one below. See image.

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Mike, Official Rep

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SARONSON,  Thanks for your post.  The new Reports screen is the first version that we released, so our Product Team is still working on a lot of things. You'll likely see improvements in the future.  Can you please use the link below to open a case for the issue with the long extension name. This way they can look at your account to see the issue first hand. 

Open a Case
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Mike, Official Rep

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Official Response
Thanks for your patients regarding any problems on our new Reports page. This was our first release, which replaced an old version with too many limitations Our product team continues to work on this.  If you need to report a problem with the reports page please Open a Case
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Michael Arndt

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This reply was created from a merged topic originally titled Queue activity report not working?.

I'm trying to generate a queue report but it looks like the reporting app is broken. Can anyone else get a queue activity report generated?
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Abbie Mashaal

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This reply was created from a merged topic originally titled Reports - Avg Calls/Day are WRONG.

When I run the Report for Phone Numbers the Average Calls per Day is TOTALLY WRONG.

I ran a report from May 1 - November 1 (185 Days)

The report shows 2617 calls made to one number in that period but also says there were 327.13 calls per day.

For some reason this report is dividing by 8 days instead of 185 days.

-a

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