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Reports Needed

Tags: analytics and reporting

Sep 21, 2021 at 12:33pm • 1 replies • 0 likes

Brandi Fuller

Hello,

Our team is looking for some reports. Can someone help me out? We need:

Number of incoming calls (ACD)* - Total incoming calls - all agents
Avg Wait Time to Answer - This metric provides us with a view of the amount of resources available to answer the calls. Directly effects customer satisfaction
1st call answer rate - % of calls answered by agents
% Agent Ready - Logged in and available - % of time agents are available to answer calls - or on the phone
% Calls to Voice Mail / ACD - % of calls sent to voice mail
% Abandoned - % of calls dropped that did not leave a VM

1 Answer

Mary-Community_Moderator answered on Sep 22, 2021 at 8:00am

You can find these metrics on the Performance Reports -> Users tab. And you can choose other metrics with the help of the "Select KPIs window." It is next to "Total KPI's. There are 32 metrics to choose from. You can check on this KB article too. https://support.ringcentral.com/article/How-do-you-define-refused-calls-Performance-report-Analytics-Portal.html

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