Usage and Adoption Reports

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  • Updated 2 weeks ago
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Hey Everyone, our analytics team is working now on Feature Usage and Adoption Reports. We would like to help you understand which of the features have been adopted and to what extent within your organization so that you could drive adoption of the features and timely identify negative trends in usage. For instance, you may need to know how many people of your organization actually use Meetings or RingCentral app (Glip), how intensively and who are those who don't use and need more training on the product. How many assigned DLs are actually used, how many faxes sent and who are those who really use the feature.


We're wondering which features and what metrics are the most meaningful for you. Why? How are you going to use the report? How would you actually drive adoption?


Thank you very much ahead of time!
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Liubov Penyugalova, Official Rep

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Posted 4 months ago

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Brandon, Champion

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Good idea.  Off the top of my head, I could find it useful to see a list of what users are logged into various apps like Glip, desktop app, meetings, mobile app.  maybe it would show if they are currently logged in and the last time they were active or logged in.  A button/link to send an email with instructions for installing apps for users not logged in might be nice too.
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Cecile Glassy, Champion

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This would be very helpful for us too, Thanks Brandon
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Liubov Penyugalova, Official Rep

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Brandon, thank you for the metrics suggestion, this is really helpful for the RC analytics team!
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Jeff Salisbury, Champion

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Being able to see who is logging on to Glip and actually using it would be great as we start to roll out Glip to our users over the next few months following an internal pilot within IT.

For meetings, one report I would love to have is to report on whose meetings used call me/dial out where there was an additional audio per-minute cost to us with the detail of what country(s) was called, how many minutes, and the associated cost.
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Liubov Penyugalova, Official Rep

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Hi Jeff, thank you for your thoughts! Noted. Quick questions, how do you drive Glip adoption? Is it important to know what exactly people do in Glip (make calls, send messages, start video, create tasks)? Is it important to know which endpoints (mobile app, web, desktop) are used?
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Jeff Salisbury, Champion

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It would be valuable to know the endpoints. I would like to know who logs into Glip in any fashion, and who is posting messages. Making calls, starting video, and creating tasks would not be of value to me.

On a different note that did remind me that a report showing which users are using the RC Mobile apps to make voice calls would be very valuable. The use case is for users who have big mobile phone bills we could see if they were trying to leverage the RC mobile apps or not to deflect the cost of international calls. 
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Spoonhandle

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This is a cool idea, but building out the features that the Ringcentral App has is more important than adoption reports. Particularly within the Teams portion, for example:
  • Team management (nested Teams, or "Group" management). As it is every team has to have individual members managed independently, which is terribly inefficient, especially for a large organization. The ability to sign members to a "Group" which could then be added to a team would be much better.
  • Team Folders seem to have been removed at some point. Adding that back would be helpful.
  • Make the company Admin a Team Admin by default in any team he/she is added to.
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Ryan Lynch

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Enterprise security features would be a great start too. For example, we could really use the ability to restrict file sharing by user. 
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Ryan Lynch

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Analytics for Glip would be fantastic.  Users logged in, when a user was last logged in / posted, usage time, how many posts and files uploaded would be a good start. Also reports on teams, such as when a team was last active or even giving admins the ability to see and monitor all teams created on the account. 
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Liubov Penyugalova, Official Rep

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thank you, Ryan, it's really helpful! Do you find it important to know about if users use mobile app, web version, desktop? How would you use this data? Drive adoption or...?
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Arron Voce

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We need to know how long a user has been on Do Not Disturb (not available in a certain call queue) this would be great!
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Angel Anderson

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Yes, would love to see this.  This helps us pinpoint and correct undesirable behavior to ensure our customers are receiving the best service.  Would like to see it by extension as well as groups.
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Spoonhandle

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And toggle availability in specific call queues. That's not possible currently, right? It's available/unavailable for all queues they are assigned to, correct?
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Saadet - Community Support, Official Rep

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Hey Spoonhandle,
That option is not available at this time. I've forked this to its own Feature Request for others to vote on. I would love it if you could provide some more details about what you're envisioning :)

Please reference the new conversation here: Toggle Availability for Specific Call Queues
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Angel Anderson

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There seems to be some trouble with the reports --  a couple of us have created reports, one for a weeks worth of data, another for 60 days, and the 60 day report does not populate.  The week report is subscribed to send weekly.  It sends, and updates the dates correctly, but the data remains the same as the original week.  Further in the analytical reports, the graphs do not print on the pdf.  Graphs are a commonly used tool that provide an instant picture of whats happening with our data.

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Saadet - Community Support, Official Rep

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Hi Angel, I would suggest opening a case so we can investigate
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James Bradd

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We would use this type of report to identify teams that are slow to adopt various features (team chat, for example) or maybe features we think would be useful that they don't use.  One example is our Sales Team/Account Management Team's don't like the product and we'd like to see what features they are or are not using because honestly, this product is built for that type of user.  For Glip mobile calls, it would be nice to know the network that was in use (wifi, cellular data, or carrier minutes) because that might help pinpoint the root of their experience problem.

It would be great to be able to dive into data regarding who is most active within a team because that person could potentially be our opening into driving adoption for the rest of the team.

Would love to demo this when it becomes available!
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Liubov Penyugalova, Official Rep

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Hello James,

Thank you for sharing your thoughts! One thing that you mentioned - network type - is already implemented within Quality of Service report. You can find the info in RC analytics portal:

Steps:
1. service.ringcentral.com
2. admin portal
3. Reports section
4. Analytics portal
5. Quality of Service
6. Calls
7. Click any completed call record and you'll find call details. Not every call has the info (work is still in progress) but it anyway helps to identify problems. 

Thank you,
liubov
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Joe Biegler

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Need a report for SMS activity.
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Isabel Hoelbrandt

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agree, we are also looking for a report for SMS activity