Reports: more advanced reporting options.

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it would be good to have a report that shows individual and group usage of ringcentral for specific durations; daily, weekly, monthly report - how many agents did I have available on my ringcentral, daily, weekly, monthly; how long they were logged into ringcentral
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hector

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Posted 5 years ago

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Mike, Official Rep

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Official Response
Please VOTE in the upper right corner to request this app.
(Edited)
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Upp

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Please provide more configurable reports for the Detailed Call Log Report with a CSV / Excel compatible download capability with all fields on 1 row (1 row , 1 call, All Configured fields). The current Detailed Call Log Report outputs multiple rows for a single call. Being able to opt in or out of each possible field would also be nice. Advanced Filter options for the configured fields would also be nice. Thanks.
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Matthew Rocker

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Is this a Joke? I call customer support for an obvious feature in reporting and I'm told to make a community request. Exactly what I want was requested 2 years ago and is still in planned status. I guess I won't hold my breath.
Same here and now customer service seems to be ignoring my request to manually send me a Fax Usage Report from my phone call and email two weeks ago.

RingCentral sells Fax plans based on usage (Sent and Received Faxes), but yet they don't show those two simple counts anywhere. Not asking for any advanced reporting at all, just a Total Fax Count that their entire pricing structure is based on! 
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Steve Khoo

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If you're charging your customers for international calls by the minute, you need to be able to provide detail report on those minutes.  Please provide a report on international minute usage along with country and rate.
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Ladera Admin, Champion

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This reply was created from a merged topic originally titled Call logs need to be in a more useful format..

I have been trying to get the call log into a useful form for a few days now, without luck. Downloading the Excel file gives you a mishmash of information that, even when parsed, is incomplete.

The call logs show "From" - "To" - "Extension" - "Forwarded To" - "Name" columns, but have duplicates across multiple fields. In addition the direct line for a user is not easily associated with that user's name.

Trying to create a table/pivot table of the information to get a TOTAL TALK TIME and a TOTAL NUMBER OF CALLS (Inbound and Outbound) for each user is basically a nightmare and requires several hours of manual manipulation to get all users accounted for, and even then the totals are inaccurate when tracked against our internal counts.

I'm looking to get useful information either from the Call Logs or Reporting function that makes this easy to see, and the best that RC has been able to do is tell me to suggest it here. When a basic function like reporting doesn't provide useful information it really doesn't reflect well on the product. I'd suggest getting this resolved or RC will be left by the wayside in a hurry.

Note: This conversation was created from a reply on: Call Log vs Reports - What is included?.
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Vince Savoldi, Champion

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This is pretty much the same problems I am having. I can parse out the info to get it close but it is never what we can consider correct and complete. Compared against the ring central "User Activity" report the total calls in/out are always off by a few numbers.

here is how I parse it out....

Outbound is pretty easy...

Call Logs, detailed, Voice and VOIP,outbound, all extensions for date or range. Download and open in excel. Apply filters and filter on...

Type = no blanks

Extension = The extensions you want to track

Action Result = Call Connected

I then take the extension, date, time and duration to create my pivot table. Sometimes you need to change the duration field type to h:mm:ss for it to add correctly for a single day report or [h]:mm:ss for a date range report that will total over 24 hrs.

Inbound is a little tougher

Detailed report, Set desired date, Uncheck Fax, Uncheck Outbound, All Extensions

download and open in excel, set filters and apply on...

Extension = rep ext#

Forward to: = (call queue#)+ext and 10 digit phone # and blanks

Action Result call connected

I then take the extension, date, time and duration to create my pivot table. Sometimes you need to change the duration field type to h:mm:ss for it to add correctly for a single day report or [h]:mm:ss for a date range report that will total over 24 hrs.

this can get you close, but not as good as if we could get a simple download of just the calls received and the date/time/duration of the actual call, no queue times, or queue transfer information.


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Steve Davis

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This reply was created from a merged topic originally titled Improved Call Reports and Logs Desperately Needed.

The current summary and detailed activity logs, as well as the activity reports in RingCentral are terrible and desperately need revamping.  If RingCentral really wants to support enterprises more effectively this is critical to address.

There is no simple report that shows single rows which display inbound calling number and who took the call.  Instead there is some kind of train wreck report where you have to dig through every extension in a queue for every call to see who took the call, and the inbound number is not even on the row so downloading this report for analysis of who took what calls and the outcome of each inbound call (recieved by a rep (rep name), missed, or voicemail) is nearly impossible to analyze in Excel.  

Also the summary online report showing # of inbound calls by rep does not function for softphone reps.   If I get 80 calls inbound in a day, it shows zero next to every rep as if all those calls never got answered by anyone on my team, though all the calls were taken and recorded by RC.

I've noted these flaws for 4 years now, falling on deaf ears at RingCentral.
Someone needs to take charge of call reporting and logs at RingCentral as the reporting provided is nearly useless and definitely no where near acceptable for any mid size company.  

If RingCentral really wants to make inroads in the mid size company market, somebody needs to get hot and urgent on fixing and improving the reporting.

Does it really take over 5 years or basically impossible to provide reports that:
1) Show who called in and who took the call
2) How many inbound calls each softphone employee received

Its not like this as hard as building a space shuttle.
(Edited)
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Steve Davis

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Yes, Claudio is sooooo right.   Customers desperately need better reporting.. including:

  • accurate real time information on # of inbound and # of outbound calls per agent
  • Ability to detect agent call avoidance behaviors... like if rep just doesn't pick up after x rings though available, or if rep hits the ignore button on soft phone.
  • simple report by date range showing inbound phone number, time, date, ext and name of person who took the call.  How hard could this possibly be?  Yet this report has never been done, instead there are other reports that are convoluted, not useful for analysis, or miss the key element... 'who took the call'.  It is ridiculous to say the least.


I've asked RC about this for 4 years and even sent letters to executives (who never actually read anything from customers and thus never know the pain points of customers)... they just let minions respond to customer concerns so they can remain oblivious to the real issues and problems.  Upper management at RC doesn't want to know what the problems are and has designed their whole company around insulating themselves from customer feedback.  Its a little scary. 


Somehow RingCentral thinks they can just have customers use their 'partner' upscale and much more expensive 'InContact' call center solution to get better reporting etc.  Why wouldn't customers just use that company directly?  I'm not sure why RC doesnt take the few extra simple steps to improve their reporting, yet my regular feedback to RC just falls on deaf ears.   The thing is RC is almost totally fine as it is as a call center solution just missing reporting.
(Edited)
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Steve Davis

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Hi Claudio, 
I've sent many emails, called in, and even sent letters by US mail to all the executives, but they just route these concerns to low level employees every time, who pass along to an indifferent middle manager who doesn't want upper management to know about big problems.
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Steve Davis

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Five9 has robust reporting.
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Vince Savoldi, Champion

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We were talked into ring central by our outsourced IT company. If I had known the reporting was so totally useless I would have never agreed. As it is I am already searching for a replacement.


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Danno, Champion

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"Taking phone advice from OS IT groups is like seeking medical advice from a drug dealer."  Opps - I mean 'undocumented pharmacist'.

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Vince Savoldi, Champion

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lol I should have known better -heheh


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Marie Brown

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This reply was created from a merged topic originally titled Please add time zone selector on Reports page, and make default to current week..

Can the reports be updated during Central time zone 8am start time. When I come into the office at 8am CDT, reports are still not updated with yesterday's results. Also it would be a nice feature if reports could update earlier than 24 hours.
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Claudio (Customer)

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Definitely, we need a big help with the Reports. We are still waiting too.
(Edited)