question

Brandi Fuller avatar image
Brandi Fuller asked mary-community-moderator answered

Reports Needed

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
analytics and reporting
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1 Answer

mary-community-moderator avatar image
mary-community-moderator answered

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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