02/09/17 15:12 PM  

RingCentral Live Reports Widgets Overview

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SummaryHow do I set up Live Reports Widgets?
Details
 
RingCentral Live Reports widgets make it possible to customize the Reports that you see on your Live Reports Dashboard. Reports or Widgets can be added and customized for your Dashboard. Click on the links below for information on each of the widget:

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NOTE: For more information on your Live Reports Dashboard, go to Managing RingCentral Live Reports Dashboards.

Service Level
Call Volume
Agents Count
Agent Details
Queue Monitor
Queue Details
Queue Calls

Service Level or SLA

This widget measures a percentage of incoming calls that an agent answers during a desired time threshold to a total number of incoming calls for this queue. In general this widget allows to track how well your team is doing in servicing clients within the expected time frame.

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Prerequisites 

Building an SLA report requires a few settings to be defined: 

Timezone of the queue
Service Level Settings

Time zone of the queue ­ - it has to be properly set up to correctly calculate metrics for the queue. For more information on setting your time zone go to Setting a User's Hours of Operation and Time Zone (Regional Settings).

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Service Level Settings - Set up your service level settings on to define the parameters for your Service Level target, Service Level Threshold, Include abandoned calls, and abandoned calls threshold.  For more information on setting your Service Level Settings, go to Setting Up a Call Queue group (Service Level Settings).

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Adding a SLA Widget 

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1. Define the Name.
2. Select a Queue to calculate the SLA for.
3. Select the Time Period
NOTE: The time period applies to today only where today starts at midnight up to current time. Once the day is over and the midnight is passed, the new period is started.
4. Save the widget

Call Volume

This widget shows the volume of inbound calls including abandoned calls and voicemails or the volume of outbound calls.

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Adding a Call Volume Widget

1. Define the distinctive name
2. Select the type of widget:
a. Inbound - Total, Abandoned, Voicemail Redirects
Shows the total number of inbound calls (including number of voicemail redirects and abandoned calls), the number of redirects to the voicemail and the number of abandoned calls
b. Inbound - Answered, Abandoned, Voicemail Redirects
Shows the number of calls that were answered by agents in the queue, the number of redirects to the voicemails and the number of abandoned calls
c. Inbound - Total Calls
Shows the total number of inbound calls including VMs and abandoned calls
d. Outbound - Answered, Unanswered
Shows the number of outbound calls that were answered and the number of calls there were never answered.
e. Outbound - Total Calls
Shows the total number of all outbound calls,
3. Select a queue.
4. Select the time period.
5. Save the widget.

Agents Count

This widget allows to see agents count broken down by the availability state across one or multiple queues.

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Adding an Agents Count Widget

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1. Define the Name.
2. Select one or multiple queues to show agents for.
3. Save the widget.

NOTE: There is no need to set the time period since this widget displays data at the current moment.

Agent Details

This widget allows to show the breakdown of metrics by agents.

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Metrics and Columns Available

• Ext - shows the extension of an agent.
• Status - shows the current status of an agent: Available, On Call, Unavailable.
• Inbound Calls - count of all inbound calls dispatched to an agent - these include calls to queue and direct calls to the agent extension.
• Inbound Answered - count of all inbound calls answered by an agent, both queue call and direct calls.
• Overflow Answered - count of queue calls answered by members of overflow queues.
• VM Redirects - count of redirects of calls to the voicemail regardless of whether the actual voice message was left.
• Outbound Calls - count of all outbound calls made by an agent.
• Outbound Answered - count of outbound calls made by the agent that were connected either to person or to a voicemail.
• Outbound Unanswered - count of outbound calls made by an agent that were not connected due to the busy tone, nobody answering the phone or other reason.
• Total Talk Time - total duration of time for both inbound and outbound calls an agent handled. For outbound calls includes the hold time.
Inbound Talk Time - total duration of time for inbound calls taken by an agent.
• Outbound Talk Time - total duration of time for outbound calls made by an agent. Includes hold time duration.
• Average Talk Time - average duration of talk time per call both for inbound and outbound.
• Inbound Transfers - Total number of inbound transfers per an agent.
• Inbound Transfers, % - Percentage of inbound calls that had at least one transfer to total number of answered calls.
• Total Hold Time - Total duration of all hold periods in all inbound calls.
• Average Hold Time - Average duration of hold time per call where a caller was put on hold.
• Longest Hold Time - Longest time the caller spent on hold during a call with an agent.
• Average SoA (Average speed of answer) - average time it takes an agent to pick up a call from the time the call is dispatched to an agent through the time the agent picked up a call.
• Total Handle Time - Total duration of talk time plus total hold time.
• Inbound Handle Time - Total duration of inbound talk time plus hold time in inbound calls.
• Outbound Handle Time - Total duration of outbound talk time plus hold time in outbound calls.
• Average Handle Time - Average duration of inbound and outbound calls including hold time.
• Longest Handle Time - Time spent handling one longest inbound queue call.

Adding an Agent Details Widget

1. Define the distinctive name.
2. Define the width and height of the widget.
3. Select one or multiple queues.
4. Select the columns that include metrics.
5. Select the time period.
6. Save the widget.

Exporting Data

It is possible to export data from the Agent Details widget to a PDF or CSV file. 

1. Click the top right corner  User-added imageof the widget to show the widget menu 

Choose the export option - PDF or CSV

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The data will be downloaded as a file of the selected format.

NOTE: Data Export is available both for users with Full Control and for ones with View Only permissions. Data Export exports exactly the same rows and columns on the widget.

Queue Monitor

This widget provides visibility on callers waiting in the queue to be served.

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NOTE: the longest wait time indicator appears only if any callers are waiting.

Adding a Queue Monitor Widget

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1. Define the distinctive name.
2. Select a queue to monitor.
3. Save the widget.

NOTE: There is no need to set the time period since this widget displays data at the current moment.

Queue Details

This widget allows to receive detailed reporting data broken down by queues.

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Metrics available

• Ext. - A phone extension assigned to a queue.
• Calls Waiting - Count of calls waiting in a queue right now.
• Live Talk Calls - Count of calls that are being answered right now.
• Inbound Calls - Count of all inbound calls dispatched to a queue.
• Answered Calls - Count of all inbound calls answered by agent in a queue.
• Overflow Answered - Count of queue calls answered by agents of overflow queues.
• Abandoned Calls - Count of all inbound calls ended in a waiting queue prior to answer.
• VM Redirects - Count of redirects to the voicemail regardless of whether the actual message was left.
• Total Handle Time - Total time spent by all agents handling all inbound queue calls.
• Average Handle Time - Average time spent handling one inbound queue call including hold time.
• Longest Handle Time - Time spent handling one longest inbound queue call.
• Total Hold - Total duration of all hold periods in all queue calls.
• Average Hold - Average duration of a hold period .
• Longest Hold - Duration of one longest hold period.
• Total Talk Time - Total duration of all talk sessions in a queue.
• Longest Talk Time - The longest talk session in a queue.
• Average Talk Time - Average duration of a talk session in a queue.
• Service Level - Percentage of calls answered within a predefined time threshold.
• Avg. time to Abandon - Average time spent in a queue for abandoned calls.
• Average SoA - Average time to pick up a queue call. Total SoA includes both wait time and duration of a queue greeting.
• Longest Wait - The longest time of wait in a queue.
• Shortest Wait - The shortest time of wait in a queue.

Adding a Queue Details Widget

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1. Define the Name.
2. Define the width and height of the widget.
3. Select one or multiple queues.
4. Select the columns that include metrics.
5. Select the time period.
6. Save the widget.

Exporting Data

It is possible to export data from the Agent Details widget to a PDF or CSV file. 

1. Click the top right corner  User-added imageof the widget to show the widget menu 

Choose the export option - PDF or CSV

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The data will be downloaded as a file of the selected format.

NOTE: Data Export is available both for users with Full Control and for ones with View Only permissions. Data Export exports exactly the same rows and columns on the widget.

Queue Calls

This widget displays the callers state in the queue.

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Adding a Queue Calls Widget

1. Define the distinctive name
2. Select one or multiple queues to monitor
3. Save the widget
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