Which report to use for total number of calls in queue?

Forum|Forum|5 months ago
April 7, 2026
2 replies
35 views

We recently went live with RingCX a couple of weeks ago and I’ve recently started in my position a couple of weeks before that. Can someone let me know which report(s) to use to determine the amount of voice calls that we received total vs. the amount of handled calls?

There’s so many reports and I’m not getting consistent data across reports.

analytics and reporting

M

mpeterson

The First Step

We are also new to RingCentral but have found the Interactions KPI to be consistent for total calls, then there is Total Inbound Interaction & Outbound Interaction KPI that add up to the Interactions KPI. I would appreciate confirmation that these are the best KPIs for this purpose of counting all calls presented as well please!

A

Aliya M

The First Step

We’re with RingCentral Ex and CX for a little longer than 1 year and still trying to figure out about reports. That is still my biggest unclear part of it. Can’t get numbers to add up with number of calls received/answered/abandoned. What works best for me is Inbound Abandoned report, since answered number of calls corresponds with total calls answered by agents. Still in the limbo where are missing calls between received/answered and abandoned. Created several cases but still didn’t get straight answer. Hope that information helps

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