Reports - call queue volume by hour?

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Hi there - on the main summary page of my reports I can see total in and outbound volume by hour, however I cannot filter this down to just include call queue volume, nor can I get a similar graph or info in the call queue section.  Since most call queues have to be staffed by agents and that needs to be ramped up or down based on call volume, this is one of the first questions I have to answer when trying to appropriately staff shifts on a call queue and is one of the most important pieces of information I need to get out of the phone system.   Without knowing when volume is highest and lowest, it's hard to adjust the team's hours accordingly.     Also note that due to the nature of the call queue, its volume isn't necessarily tied to overall company phone volume.

Is there a way to get this info that I might be missing?

Also looking to see if I can find detail on whether calls are being picked up by mobile app or desk phone.  

Any help on this would be great!

Thanks,
-Nick
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Nick D'Antonio

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Posted 8 months ago

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Hey Nick, is this in regards to Historical or Live Reporting?
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Nick D'Antonio

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Hey there - this is in regards to historical.   For example, if I want to see a graph of call volume by hr or by day over the last day or over the last week.  Being able to see how many total came in, how many were answered, how many were missed, etc.

Basically what we would use this data for is if a call queue group is trying to build out their schedule, if we see for example Tuesdays at 9AM there is abnormally high call volume, so much so that calls are getting missed, we may want to staff up extra people for next Tuesday around 9AM, etc.

Right now in the system, those metrics and graphs exist on the summary page but it is all of RingCentral for our organization, not just the queue group.   If we had an ability to filter the summary page to just the queue group, it would give us exactly what we need here!

-Nick
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Hey Nick!

So you can see the Queue Activity in Historical Reports - I'm not sure if this is what you're looking for so just let me know!


Unfortunately, there isn't a way to see if the call was answered by the Mobile App on an extension. I can completely see how this would be helpful!

I do know that we are working on our Historical Reports and there's a beta group being conducted right now. You can email Jeff at NGReportsbeta@ringcentral.com to learn more :)
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Nick D'Antonio

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Thanks!  However, the Queue Activity tab doesn't show any representation of when calls are coming in (like the graph on the main summary page).   I'm surprised nobody else has requested this as knowing when the call volume is highest in the day or in the week is one of the most basic things you would want to know when staffing a call queue. 

Thanks for giving me Jeff's email, I'll shoot a note off and find out more about the beta group!  If there's any feedback or testing I can do to help improve the reporting features, I'm happy to help!

-Nick
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You're welcome, Nick!

Yeah, I know what you're getting at. It would be super helpful! I believe our Contact Center Package would have what you're looking for if you wanted to take a look at it.