user activity reports

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  • Updated 10 months ago
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USER ACTIVITY REPORTS are inaccurate!!

I cannot compare performance of my employees (how many calls each did, how long they were on the phone, etc.) without the USER ACTIVITY REPORTS being accurate.  I am paying for this service and have been told that "our Ring Central Engineers are working on a solution"... for OVER 1 YEAR.

Of course- I can look at the call logs... but those include all calls routed through a user's phone (whether they answered or not)... so there is a lot of "bad data" which cannot be easily filtered down to actual phone calls conducted by each user.  For example- in 1 month, I have a call log that has 18,000 rows!!

Ring Central needs to fix its USER REPORTS and deliver what it is marketing!
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Woodroof

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  • frustrated

Posted 2 years ago

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Mike, Official Rep

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Hello Woodroof

If you have not done so, can you please open a support case and include samples, screenshots, etc, so this can be researched.  The Reports page is relatively new and  has undergone several changes this year.  If there are errors, we'd like to research and fix this.  

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Mike Madsen

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I'm wondering if this ever was successfully solved. Please let me know because I am experiencing the same thing.
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ACCOUNT

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Hi, we are a 100+ user Account, on Office Premium.  I'll start by saying as of this morning, there appears to be a major issue with the Reports. When filtered for "Yesterday" only 11 users show up (out of 100+) and the data is obviously inaccurate.  Although not very forthcoming, the RC Agent implied it may be related to updating the Platform to version 9.  It was also concerning because he kept stating that the call logs were more accurate, without specifically saying what issues or inaccuracies the Reports features have.

I share the frustration as we have always (the past two years) had concerns with both the call logs and Reports. While on the surface the Reports have come a long way, I have been reluctant to utilize them.  One seemingly simple item, when looking at yesterday's data, the average call/day and call/hour appear inaccurate. I see users with 1 call, which should equal 1 call/day, shows as .5 calls/day.  In approaching through several channels, RC has not been able to provide a reason for this. With such a simple discrepancy, it does not instill a lot of trust that other data would be accurate.  And there is no way to drill down to specific data, just raw numbers.

Every time I think I have a handle on the call logs, something seems to change.  One example, sometime between March and June of 2016 "Sip Forwarding" started showing up, yet no one at RC can provide a definition of what "Sip Forwarding" is as it relates to the Call Logs.  While I feel these are critical tools, it just doesn't seem to be a top priority for RC.

Thanks - Dan  
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Andrew, Champion

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Yes, we are experiencing problems as well with our clients reports not being accurate.  Our support rep just said it is a known issue and that there is no ETA on resolution.  Some of our clients run their business on reporting so this is really not an ok response.  They also told us to use the call logs because those are accurate but....
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ACCOUNT

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I was surprised at the response as well. The Call Logs are much more cumbersome and time consuming to work with, and don't allow for multiple reports/settings. We have high level management that use the Reports feature daily, they will not be receptive to a solution of "use the Call Logs".  To say the call logs are more accurate, implies the Reports have bad data.
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Andrew, Champion

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I agree 100%.  I have an opportunity right now with a call center of 120 employees.  How can I confidently recommend RC if the reporting isn't working?  Would love to hear from Mike on this to see if he has any insight. 
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Mike Madsen

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This has been a completely dissatisfying experience. Not only have the reports been inaccurate, they are also inconsistent and frankly, the display and abilities of the reporting is very weak and anemic when compared to other providers.

Frankly, we have been shopping around and found other companies not only less expensive but with comparable service and far more accurate and robust reporting. 
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Mike, Official Rep

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If your reports are specifically missing info from yesterday, Feb 15, 2017, then there's a known issue.   (Resolved 02/16/2017  9:42am MST) 

customers are seeing data missing from yesterday February 15th.  The reports will show fewer calls than the call logs. Please document thenumber of calls that reports show for calls in call summary and how many callsthe call logs show in a note in the case.


Please open a support case and in the case notes copy & paste Parent 05469381 CT 18673 - Reports Data missing for February 15th

(Edited)
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Andrew, Champion

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Hi Mike, Our issue is ongoing and is not tied to this 2/15 occurrence.  For all we know the reports are never accurate, because how can we tell unless we go through and manually count the call logs which is what Tier 1 support wants us to do.   We've opened multiple tickets on this the most recent update today on case: 05437731.  We know for a fact reports were wrong on 2/3/17 Case: 05437731 and 05437731 and 2/22/17 but I'm told it's a known issue with no resolution eta.  I am really not even getting anything except "we'll let tier 3 know about this one also."  Please help as this is vital to my clients and us.  I need to be able to trust these reports and so do our clients.  Thanks. 
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Mike, Official Rep

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Hi Andrew.  I followed up on your case today and it has been escalated to engineering.  I understand the importance of having accurate reports but unfortunately there's still not an ETA.  I've reviewed the details of the issue and our engineers are looking closely at several accounts.  I'll do my best to update this thread when I have more info. 

Mike
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gary.bradshaw

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I have been a RingCentral customer for years and this issue is not getting better.  When you calculate all duration it needs to be without the greeting.  Sure we billed for usage time, but most of us need to calculate if the team is doing a good job or when to hire more people.  

The reports we need are:

  1. How to know if employees are providing good service
  2. How to know if all employees are being given and taking the same number of calls.
  3. If certain extensions are just not taking calls and are available
  4. What times of the day do we need to hire someone for
I am sure there is more, but when I look at downloaded call logs it's too complicated to figure anything out.

Maybe RingCentral should at least create some sample ways to calculate the data.  How about an Excel / Google Sheets sample spreadsheet?

It's just been so long that we have been talking about this.
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Jeff Stern, Employee

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Hey,

  I am the product manager for reporting and analytics.  We will be releasing an updated data source to the current historical reports that solves all major data inconsistencies, give near real-time data refresh, sharpens current KPI set and improves performance.  The official release is scheduled for the 22nd of January. 

Furthermore, we have just launched a beta of our next generation historical reports.  Beta participants  will be receive rolling updates of the new historical reports. Every two to three weeks we plan on adding more reports and functionality building up to its full release later this year.  This will be done to enable us to get our customers feedback as part of the design/development  process, thus truly tailoring our reports to customer needs.

All those who are interested in hearing more about either one of these initiates can contact me and I will gladly set up a meeting to discuss what is available and what is coming, as well as collect your ideas on reporting. Please email me at NGReportsbeta@ringcentral.com.

Regards,
  Jeff
(Edited)
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ACCOUNT

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Will the updated reports and features be available to all, or will it carry a price tag like Live Reports?  Reporting and call log accuracy have been an ongoing issue.  Accurate reporting should not cost extra.
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Jeff Stern, Employee

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I agree.  The new historical reports that I mentioned above will be available as a replacement for what is there today at no additional cost. We have decided  to improve what we already give you and correct all issues, offering our customers an better product that I think we can all agree are owed to them.