10/11/17 20:17 PM  

RingCentral Historical Reports Terminologies

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SummaryHow do I interpret the terms found on a RingCentral Historical Report?
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RingCentral Reports empowers your organization's users and decision-makers alike by presenting call activity KPIs and trending metrics in an easy-to-read graphical format. These reports cover all the call activity in your company, such as inbound and outbound call volume, total calls, details on missed or answered calls, average calls per day and time, and more. 
 
IMPORTANT: All numbers shown in the reports are based on call segments (i.e. transferred calls are counted as separate calls). 

The following terms appear when you generate the following Reports on the RingCentral Online account.
 
REPORT NAMETERMDESCRIPTION
Summary PageTotal CallsTotal number of inbound and outbound external calls within a given date range.
OutboundTotal external outbound calls
InboundTotal external inbound calls
AnsweredTotal external answered inbound calls
MissedTotal external inbound calls that were not picked up & did not leave voicemail 
VoicemailTotal external inbound calls that left voicemail
Queue ActivityAvg. Time to AnswerTotal call setup minute of answered calls / Total # of answered calls  
(Call setup is from when the phone starts ringing till its picked up)
Avg. DurationTotal call minutes of answered calls /Total # of answered calls  
(Duration is from when call is answered till its terminated – talk time)
Total CallsTotal number of calls that entered a queue (external + transferred calls)
AnsweredTotal number of answered calls from a queue
MissedTotal number of calls in a queue that were not answered and no voicemail was left
VoicemailTotal number of calls in a queue wherein voicemails were left
User ActivityAvg. Calls/ UserTotal # of calls answered / total # of users within a given time range
Avg. Call Duration/ UserTotal call talk time of answered calls + Time to answer (answered calls) / total # of active users with answered calls
Total CallsTotal number of inbound, outbound (external and internal calls)
VoicemailTotal number of voicemail left 
Avg. Inbound Call Duration Total call talk time of answered inbound calls + Time to answer the inbound calls / total # of answered inbound calls only
Avg. Outbound Call DurationTotal call talk time of answered outbound calls + Time to answer the outbound calls / total # of answered  outbound calls only
Avg. Calls/ DayTotal call minutes of answered calls / total # of calls  
(Duration is from when call is answered till its terminated – talk time)
Phone NumberTotal Calls / Phone NumberTotal number of inbound, outbound (external and internal calls) per phone number
AnsweredTotal number of answered calls per phone number
MissedTotal number of calls that were not answered and no voicemail was left
VoicemailTotal number of voicemail left 
Avg. Calls/ DayTotal call min of answered calls / total # of calls per phone number
(Duration is from when call is answered till its terminated – talk time)
Avg. Call DurationTotal call talk time + Time to answer per phone number
Call DetailCall SucceedCall was answered
Not  Connected Call was not answered



See Also


Accessing and Generating a Report in your RingCentral Online account 
RingCentral Reports Overview
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