12/19/17 23:53 PM  

RingCentral Reports Overview

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SummaryHow can I track the usage of my account? How can I view the graphical presentation of my account's usage statistics
Details
RingCentral Reports provides graphical representations of your RingCentral account's historical phone system usage. Five types of Reports can be accessed and generatedSummary, Queue Activity, User Activity, Phone Number, and User Call Details. Once generated, reports can be exported into a .csv format and can be opened using Excel or any spreadsheet program. Custom Reports can be created, saved and viewed later on.

IMPORTANT:  Reports display a graphical analysis of the account's usage statistics for the past 24 hours; Call logs show raw data of all the incoming and outgoing calls and faxes made by the entire account; while Live Reports provide graphical representations of usage statistics close to real-time.


Features and Benefits


• Date controls allow you to use any of preset relative dates or custom dates.
 Collapsible filters provide you the flexibility to filter your results when you want to but hide them when analyzing results.
 Improved Custom Views lets you create a new custom view. Simply click the + or Add New button, set your filters and click the Save button.
 
NOTE:  Any customized views that you previously created, may not be carried over. You may need to re-create your custom views.


Availability


Account administrators, Users with administrative permission, and Group managers of all Office editions automatically have access to Reports.

See Managing a User group to learn how Group managers can access Reports.
 
This article demonstrates how Administrators, Users with administrative access, and Group managers can access and view different types of Reports using the RingCentral Online account.


Click on links below to learn more:

Accessing Reports on your RingCentral Online account 
Types of Reports you can generate 
Summary 
Queue Activity 
User Activity 
Phone Number 
Call Detail 


Accessing Reports on your RingCentral Online account


Reports can be easily accessed by following the steps below.


Step 1:

 


Step 2:


The Admin Portal is automatically displayed by default.
 
Click Reports.
 
Click Reports.


The Summary view is automatically displayed.
 
Reports Default view
 


Types of Reports you can generate 


There are 5 types of Reports that can be generated using the Online account. Each view empowers a different role in your organization, making it possible for all Users to understand their phone usage patterns.

Click on links below to learn more: 

Summary 
Queue Activity
User Activity
Phone Number
Call Detail



Summary


The Summary Report provides a 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.
 
NOTE: Data from this view can be highly beneficial for business owners or executive staff.
 
Data presented:
- Total Inbound and Outbound Calls 
- Number of Answered Calls
- Number of Voicemail
- Number of Missed Calls
- Trend of Inbound Call Volume per selected time frame
 
Summary Report
 

Queue Activity


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.

NOTE: Data from this view can be highly beneficial for group or department managers.
 
Analysis of Selected Call Queues
- Total Call Volume
- Tall Talk Time
- Average Call Duration
- Missed Calls
- Time to Answer
 
Analysis of Individual Call Queues
- Number of Answered Calls
- Number of Voicemail
- Average Call Duration
- Average Time to Answer
 
Queue Activity Report
 



User Activity


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. 
 
NOTE: Data from this view can be highly beneficial for team leaders.

Data presented:
- Average Number of Calls per User
- Average Call Duration per User
- Total Calls
- Total Answered Calls
- Total Missed Calls
- Total Voicemails

Analysis of Individual User

Inbound:
- Total Inbound Calls
- Total Answered Calls
- Total Voicemails
- Total Missed Calls
- Total Duration of Inbound Calls

Outbound:
- Total Outbound Calls
- Total Duration of Outbound Calls
 
User Activity Report
 



Phone Number


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. 

NOTE: Data from this view can be highly beneficial for Marketing and Sales teams.

Data presented:
- Total Number of Calls
- Total Answered Calls
- Total Missed Calls
- Total Voicemail
- Average Calls per Day
- Average Call Duration
 
Phone Number Report
 



Call Detail


The Call Detail Report (not available on the Mobile app) lists all inbound and outbound call activities during a given time frame. It displays 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.

NOTE: Data from this view can be highly beneficial for IT managers.

Data presented:
- To and From Number
- Call Start Time
- Call Direction
- User Name
- Call Queue Name
- Dialed Number
- Call Duration
- Call Result
 
Call Detail Report
 



See Also

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