Call Logs: Does anyone have analysis tools?

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  • Updated 11 months ago
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Has anyone set up any Excel templates to analyze the phone logs? I am looking for calls accepted, total call length, calls missed - during specific time frames (by shift), and by extension, and finally by employee. The data is nice, but I need the tools to do the analysis.


Certainly someone must be analyzing their phone log data! This is a valuable performance tool, which we desperately need.
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Martin Bayerle

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Posted 5 years ago

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RC-Installer, Champion

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Hi Martin, I know that RC will be adding analysis tools with in the interface soon but for now it is a download and Excel, I think this is a great idea to create some Excel templates with Macros to sort and get information out of the logs

I Will work on some items and share.

Chuck

Certified Ring Central Installer
ckfuscone@yahoo.com
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David Duerksen

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Chuck

Have you/RC been able to come up with the analysis tools you mentioned in your last post yet? Like Martin, I too feel this is a valuable performance tool but our analysis (at least mine) is greatly hampered by the amount of information that's available in the current excel report we can download. Specifically, I am looking for reports that break out individual lines, each with the number of incoming and outgoing calls including total time. My current process involves having to weed out the excess "find me", "stopped", and "no answer" actions on incoming calls as well as cutting out duplicate times for one specific call. Any reports you guys at RC can build with that functionality would be extremely beneficial. Thanks!
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Chad W

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I was contacted by a Ring Central representative May 7th after I filled out a Ring Central Survey that was emailed to me.  It was explained to me that the plan that we have (Office Unlimited) was not meant to have such reporting, and that a new product "Contact Center" (http://www.ringcentral.com/contact-center/overview.html) would provide what we are looking for, but comes at a much higher cost.  After pressing for certain details, it sounded like the Contact Center still wouldn't have all the reporting capabilities that we are looking for.
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Mike, Official Rep

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Hi Chad,  This is something that our Product Team continues to work on.  We have a topic on the subject of having more advanced reporting tools.  If you wish to visit the thread you can follow the link below.  Feel free to leave comments, explain your business use case, or specific features that you would like to see.  

Please provide more advanced reporting options.
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Claudio (Customer)

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I think we are looking for nothing more complicated than this...
1. Number of incoming calls
2. Number of outbound calls
3. Number of incoming calls by each customer service rep
4. Number of outbound calls by each customer service rep
5. Average talk time both incoming and outbound
6. Average talk time by each rep both incoming and outbound
7. Peak incoming call period or by a range

For any given range of dates.

We have 3 different companies working under the same RC ecosystem. So it is important to use the field Department.
We do not have Call Queues, only Ring Groups.
(Edited)
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John Wang, Official Rep

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@Chad @Claudio: In addition to using the RingCentral Online Account Portal, our Developer Program is in open beta for select customers, providing programmatic access to call log and extension data (and other functionality) via our REST API. A number of our customers are already using these APIs to build their own automated reporting solutions in parallel to the efforts by our product teams. If you are interested in this, please sign up at our Developer Program website: https://developer.ringcentral.com/.
(Edited)
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gary.bradshaw

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It's amazing how long this type of reporting has been needed.  A company that uses the Groups/Queues really has important questions to answer such as:

Is there a team member that is taking their fair share of calls?
What is the average talk time per team member?
What is the average wait time for a caller by hour?(do I need more or fewer people)
How many people currently in the queue? (make current calls shorter)

It does look like using the API or looking for another system are the only choices.  Of course looking for another system comes with a learning curve which we all try to avoid.  Setting up IVR, Groups, etc is a brutal process and worse to try and remember when we make changes only every few months.

Even though the Ring Central system is affordable, the labor of call takers is not and the customer satisfaction with the phone system cannot be measured at all.
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Kim, Alum

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Gary - We understand these tools are important to our customers.  Please check out our Contact Center product does offer these report/analytic features. 
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Glenn

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Joining this thread late, but very interested in this topic as a result of doing RC data analysis and visualizations (in Tableau) specifically looking at some of the above reporting priorities mentioned by Claudio.

Still wrestling with an understanding of internal calls depictions in RC logs (some of the internal call cluster patterns are incredibly complex) but inbound/outbound call analysis is fairly straightforward.

Interested to find out who else is doing this sort of work.

-- Glenn