07/13/17 23:54 PM  

Accessing and Generating a Report in your RingCentral Online account

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SummaryHow can I access Reports in the RingCentral Online account? How do I generate Reports in the Online account? How can I customize Report columns?
Details

Reports are graphical representations of your RingCentral account's call activities that can be generated by Account administrators and Group Managers. These Reports can be generated as a Summary, based on Queue Activity, based on User Activity, based on Telephone Number and based on Call Detail. Once generated, reports can be exported into a .csv format and can be opened using Excel or any spreadsheet program. The data columns can be customized to aid in analysis or visualization later on.

IMPORTANT: When generating a Report, some filters will display No data when it is not available for the said period or if there are no filters set. Some filters will display Loading while data is being generated, so just wait until it has finished loading the Report.

NOTE: Check Exporting a Report in your RingCentral Online account to learn how you can export data generated from this article. 

This article demonstrates how Account administrators or Group Managers can view and generate Reports on the RingCentral Online account. Click any of the links below to learn more. 

Accessing Reports on your RingCentral Online account 
Generating a Summary Report
Generating a Queue Activity Report 
Generating a User Activity Report
Generating a Phone Number Report 
Generating a Call Detail Report 
Customizing Report Columns

Accessing Reports on your RingCentral Online account

Step 1:

Log in as an Account administrator to your RingCentral Online Account.

Step 2:

Go to Reports > Historical Reports.

User-added image

 

Once the Reports page has been loaded, the Summary page is automatically displayed.

Reports Default view

[Back to Topics]

Generating a Summary Report

The Summary Report provides an at-a-glance, high-level usage overview of the entire phone system. Use the metrics to assess the volume of incoming and outgoing calls, or answered and missed calls, then review your business hours to ensure they’re consistent with caller patterns.​

Step 1:

Click SUMMARY.

Click Summary.

Step 2:

Select your preferred date range. — Click the Date Filter box which displays Last 7 days by default. 

Click the Date filter box which displays Last 7 days by default.

Step 3:

Click GO.

Click GO.

The Summary Report will be displayed.

Summary Report

Step 4:

Save or export your Report.​

NOTE: This step is optional. You may save Reports if you regularly generate the same data.

[Back to Topics]

Generating a Queue Activity Report

The Queue Activity Report summarizes call queue activity and volume for historical activity. This Report presents data regarding the ratio of calls answered versus missed calls, call wait times, and average talk time on a call.

Step 1:

Click QUEUE ACTIVITY.

Click Queue Activity.

Step 2:

Select your preferred date range. — Click the Date Filter box which displays Last 7 days by default. Click GO to proceed.

NOTE: Data loading may take a while.

User-added image

 

Step 3:

Click EXPAND to view filtering options.

NOTE: In this example, Call Queue and Dialed Number display No Data since there is no Call Queue selected.

Click EXPAND to view filtering options.

Step 4:

Click Select Queues.

NOTE: Click Clear All to reset the filters.

User-added image

Step 5:

Tick the box before the Queue name, then click Done.

Tick the box before the Queue name, then click Done.

TIPS:

• Use the Search box to easily find a Call queue group.
• Use the Filter drop-down right next to the Search box to further filter the list. 
• Switch between views by clicking Show All or Show Selected.
• Use the Show drop-down box to view 10, 25, 50, or 100 names on one page.
• Use the page navigator right next to the Show drop-down box to jump to a different page.

Step 6:

Click Apply All.

NOTE: The page will refresh and display a Report based on Queue activity.

User-added image

Step 7:

Save or export your Report.​

NOTE: This step is optional. You may save Reports if you regularly generate the same data.

[Back to Topics]

Generating a User Activity Report

The User Activity Report summarizes inbound and outbound call volume and usage for selected users over a selected date range. Compare call volume metrics with a user’s job performance or workload to understand how to optimize the calls for best results. 

This section shows how you can generate a report for all Users and for specific Users.

Step 1:

Click USER ACTIVITY.

Click USER ACTIVITY.

Step 2:

Select your preferred date range. — Click the Date Filter box which displays Last 7 days by default. Click GO to proceed.

NOTE: Data loading may take a while.

User-added image

Step 3:

Click EXPAND to view filtering options.

NOTE: In this example, User shows No Data since there are no extensions or Users selected.

Click EXPAND to view filtering options.

Step 4:

Click Select Extensions and filter your results for Call Type.

NOTE: Click Clear All to reset the filters.

User-added image
 

Step 5:

Tick the box before the User/IVR Menu/Group name, then click Done.

User-added image

TIPS:

• Use the Search box to easily find a User/IVR Menu/Group.
• Use the Filter drop-down right next to the Search box to further filter the list.

Use the Search box to easily find a User/IVR Menu/Group. Use the filter drop-down opposite the search box.

• Switch between views by clicking Show All or Show Selected.
• Use the Show drop-down box to view 10, 25, 50, or 100 names on one page.
• Use the page navigator right next to the Show drop-down box to jump to a different page.

Step 6:

Click Apply All.

NOTE: The page will refresh and display a Report based on User activity.

User-added image

Step 7:

Save or export your Report.​

NOTE: This step is optional. You may save Reports if you regularly generate the same data.

Generating a Phone Number Report

The Phone Number Report summarizes the call activities of each purchased phone number over a selected date range, so you can understand which numbers receive the most calls, which numbers result in the highest placement results, and which calls are answered.

This section shows how you can generate a report for all Phone Numbers and for a specific Phone Number.

Step 1:

Click PHONE NUMBER.

Click Phone Number.

Step 2:

Select your preferred date range. — Click the Date Filter box which displays Last 7 days by default. Click GO to proceed.

NOTE: Data loading may take a while.

User-added image

Step 3:

Click EXPAND to view filtering options.

Click EXPAND to view filtering options.

Step 4:

Click Select Numbers.

NOTE: Click CLEAR to reset the filters.

User-added image

Step 5:

Tick the box before the Number/s, then click Done.

Tick the box before the Number/s, then click Done.

TIPS:

• Use the Search box to easily find a Number.
• Switch between views by clicking Show All or Show Selected.
• Use the Show drop-down box to view 10, 25, 50, or 100 names on one page.
• Use the page navigator right next to the Show drop-down box to jump to a different page.

Step 6:

Click Apply All.

NOTE: The page will refresh and display a Report based on phone numbers dialed.

User-added image

Step 7:

Save or export your Report.​

NOTE: This step is optional. You may save Reports if you regularly generate the same data.

[Back to Topics]

Generating a Call Detail Report

The Call Detail Report (not available on the Mobile app) provides call log information, including caller ID, destination, call duration, and call results, to allow you to understand and control the usage of the company’s phone system.

Step 1:

Click CALL DETAIL.

Click CALL DETAIL.

Step 2:

Select your preferred date range. — Click the Date Filter box which displays Last 7 days by default. Click GO to proceed.

NOTE: Data loading may take a while.

User-added image

Step 3:

Click EXPAND to view filtering options.

NOTE: In this example, User shows No Data since there are no extensions or Users selected.

Click EXPAND to view filtering options.

Step 4:

Click the Select Extensions.

NOTE: Click Clear All to reset the filters.

User-added image

Step 5:

Tick the box before the User/IVR Menu/Group name, then click Done.

Tick the box before the User/IVR Menu/Group name, then click Done.

TIPS:

• Use the Search box to easily find a User/IVR Menu/Group.
• Use the Filter drop-down right next to the Search box to further filter the list.

Use the Search box to easily find a User/IVR Menu/Group. Use the filter drop-down opposite the search box.

• Switch between views by clicking Show All or Show Selected.
• Use the Show drop-down box to view 10, 25, 50, or 100 names on one page.
• Use the page navigator right next to the Show drop-down box to jump to a different page.

Step 6:

Click Apply All.

NOTE: The page will refresh and display a Report based on a User's Call Details.

User-added image

Step 7:

Save or export your Report.​

NOTE: This step is optional. You may save Reports if you regularly generate the same data.

[Back to Topics]

Customizing Report Columns

Data columns can be customized once the Reports have been generated. In the example below, all columns for the Queue Activity Report are shown. The steps to remove the Queue Name column will be demonstrated.

Step 1:

Click Select Columns.

User-added image

Step 2:

Uncheck the box of the column/s to be removed from the Report, then click Save.

In this scenario, we unchecked Queue Name. The Report should be reloaded without the Queue Name column after clicking Save.

User-added image



See Also:

RingCentral Reports Overview 
Saving and Exporting a Report in your RingCentral Online account 

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