06/08/18 01:10 AM  

Live Reports Widgets Overview | RingCentral

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SummaryLive Reports Widgets allows you to customize the reports that will be visible on the Live Reports Dashboard. Widgets can be added and customized for the Dashboard.
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Live Reports Widgets | Overview

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. 

Dashboard

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


Click on links below to learn more.

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 the 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.

User-added image


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).

Time Zone


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).

Service level settings


Adding an SLA Widget 

SLA Widget

1. Enter the widget 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.

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Call Volume

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

Call volume widget


Adding a Call Volume Widget


1. Enter the widget name.

2. Select the type of widget:

Inbound - Total, Abandoned, Voicemail RedirectsShows 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
Inbound - Answered, Abandoned, Voicemail RedirectsShows 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
Inbound - Total CallsShows the total number of inbound calls including VMs and abandoned calls
Outbound - Answered, UnansweredShows the number of outbound calls that were answered and the number of calls there were not answered.
Outbound - Total CallsShows 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 you to see agents count broken down by the availability state across one or multiple queues.

Agents Count widget


Adding an Agents Count Widget

Agents Count Settings

1. Enter the widget 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.

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Agent Details

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

User-added image


Metrics and Columns Available

Ext shows the extension of an agent.
Statusshows the current status of an agent: Available, On Call, Unavailable.
Inbound Callscount of all inbound calls dispatched to an agent - these include calls to queue and direct calls to the agent extension.
Inbound Answeredcount of all inbound calls answered by an agent, both queue call and direct calls.
Overflow Answeredcount of queue calls answered by members of overflow queues.
VM Redirectscount of redirects of calls to the voicemail regardless of whether the actual voice message was left.
Outbound Callscount of all outbound calls made by an agent.
Outbound Answeredcount of outbound calls made by the agent that were connected either to person or to a voicemail.
Outbound Unansweredcount 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 Timetotal duration of time for both inbound and outbound calls an agent handled. For outbound calls, this includes the any hold time.
Inbound Talk Timetotal duration of actual live talk an agent spends with a customer during an inbound call. This does not include the time the agent placed the customer on hold.
Outbound Talk Timetotal duration of actual live talk an agent spends with a customer during an outbound call. This does not include the time the agent placed the customer on hold.
Average Talk Timeaverage duration of talk time per call both for inbound and outbound.
Inbound TransfersTotal number of inbound transfers per an agent.
Inbound Transfers, %The percentage of inbound calls that had at least one transfer, compared to the total number of answered calls.
Total Hold TimeTotal duration of all hold periods in all inbound calls.
Average Hold TimeAverage duration of hold time per call where a caller was put on hold.
Longest Hold TimeLongest time any caller spent on hold during a call with an agent. This is also the longest registered time of hold for a particular agent out of all his/her calls.
Average SoA (Average speed of answer)The average time it takes an agent to pick up a call from the time the call is directed to an agent to the time the agent picked up the call.
Total Handle TimeTotal duration of talk time plus total hold time.
Inbound Handle TimeTotal duration of inbound talk time plus hold time in inbound calls.
Outbound Handle TimeTotal duration of outbound talk time plus hold time in outbound calls.
Average Handle TimeAverage duration of inbound and outbound calls, including the hold time.
Longest Handle TimeLongest talk time plus hold time across all calls of an agent over a chosen period of time.


Adding an Agent Details Widget


1. Enter the widget 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 of the widget to show the widget menu. Choose the export option - PDF or CSV.

Settings

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.

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Queue Monitor

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

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

Queue monitor widget


Adding a Queue Monitor Widget

Queue monitor settings

1. Enter the widget 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.

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Queue Details

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

User-added image


Metrics available

Ext.The phone extension assigned to a queue.
Calls WaitingThe count of calls waiting in the queue right now.
Live Talk CallsThe count of calls that are being answered right now.
Inbound CallsThe count of all inbound calls directed to a queue.
Answered CallsThe count of all inbound calls answered by agents in the queue.
Overflow AnsweredThe count of queue calls answered by agents of overflow queues.
Abandoned CallsThe count of all inbound calls that were abandoned before they were answered.
VM RedirectsThe count of redirects to the voicemail regardless of whether a message was left.
Total Handle TimeTotal time spent by all agents handling all inbound queue calls, including hold time.
Average Handle TimeThe average time to handle an inbound call, including hold time.
Longest Handle TimeLongest talk time, plus hold time across all calls of an agent over a chosen period of time.
Total HoldTotal duration of all hold periods in all calls in the queue.
Average HoldAverage duration of a hold period.
Longest HoldThe longest hold period across all the calls of a particular queue.
Total Talk TimeTotal duration of all talk sessions in a queue.
Longest Talk TimeThe longest talk time across all the calls of a particular queue. This does not include hold time. 
Average Talk TimeThe average live talk session (holds are not included) across all calls of a particular queue.
Service LevelPercentage of calls answered within a predefined time threshold.
Avg. time to AbandonAverage time spent in the queue for abandoned calls.
Average SoAAverage time for calls to be answered. Total SoA includes both wait time and duration of a queue greeting.
Longest WaitThe longest time a call had to wait in the queue.
Shortest WaitThe shortest time a call had to wait in the queue.


Adding a Queue Details Widget

Queue details settings


1. Enter the widget 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 of the widget to show the widget menu. Choose the export option - PDF or CSV.

Settings

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.

[Back to Topics]


Queue Calls

This widget displays the callers' state in the queue.

Queue calls widget


Adding a Queue Calls Widget

Queue calls settings


1. Enter the widget name.

2. Select one or multiple queues to monitor.

3. Save the widget.

[Back to Topics]



See Also

Live Reports - Overview | RingCentral 
Managing Live Reports Dashboards | RingCentral  

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