Feedback requested: what reports do you want to see?

Hi ​@ByrneReese 

Having call stats provided through App Connect is a great idea. The call reports through our previous Bullhorn integration (through Tenfold) was the best (and arguable the only good) part of their integration, and well used by sales teams and their managers across the business.

App Connect is way ahead of the previous integration on many levels, yet has been missing on the reporting functionality. We have looked at providing Sales with RingCentral Performance Reports and Business Analytics, but we are unable to provide more granular reports to team managers - if managers are given access to reports through the manager profile, they will have access to reporting on the entire tenant, exposing more detail than appropriate.

I am curious as to how the reporting will look once implemented within App Connect. Are the cards displayed on your screenshot going to be clickable to view more information? If not, they will only provide limited information.

Our business is more focussed on outbound over inbound calls. For us, useful metrics would be :

• No outbound calls
• No of outbound connected calls
• Time on call (Outbound)
• I would like to see missed calls or unanswered calls on this list
• Will we be able to adjust which cards are displayed for users?

We should be able to adjust which teams or sites are displayed on the Leaderboard. We will need the ability to restrict reporting to sales teams, and managers may only wish to display Leaderboard for their team or office. I'm also interested in the level of detail displayed on the Leaderboard, as we may not wish to expose too much data across the business to teams in different offices.

​@Rian212539066 Thank you for such detailed and thoughtful feedback. This is wonderful. When we first deliver reports, it is highly likely that the feature will be quite simple and rudimentary. Our methodology in Labs is the iterate and learn directly with customers often. This is different than how other RingCentral products are developed - as maintaining an SLA of 99.999% up time naturally leads to more diligent and conservative release cycles. 

So in time, especially with feedback like yours, we can iterate towards a reporting system that exceeds your expectations. 

Our vision with App Connect goes way beyond call logging, where most of our competitors tend to stop. We believe App Connect’s role is to make CRMs better, and to make the teams that use them more productive. We see reporting as vital to that mission. I look forward to developing this feature set with you and others. 

Hi ​@ByrneReese 

I’m looking to be able to create insights using Ring Central logs and match that up with my PipeDrive data and display it through the PipeDrive Insights Dashboards.

For example, I would like to track how quickly we contact a customer after the deal is created in PipeDrive. The insights I would be looking for is what % of customers are contacted (Call & Text) and how quickly they are contacted.

Metric:

• Contact time (Call): From the deal creation to first phone call
• Contact Time (Text): From the deal creation to first text message
• Contact % (Call): What % of the deals are contacted via call (I would like to be able to specify additional conditions in this report → What % of deals are contacted via a call within 90 seconds (configurable) of being created)
• Contact % (Text): Same as above but with Text

Thank you for the support!