05/15/20 02:41 AM  

RingCentral Analytics Portal Performance Report Overview

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SummaryThis article provides information on Performance Reports for the account and for RingCentral Video (RCV).
Details

Performance Report Overview

Features and Benefits 
Limitation
How to access the Performance Report 
Performance Report Tabs 

What are the Features and Benefits of the Performance Report?

• Key Performance Indicators (KPIs) for a deeper understanding of performance
• Modern interface, with fast performance
• Targeted filters available for all reports providing better investigation
• Highly customizable reports to individualize reporting experience
• Enhanced capabilities to better match customer behaviors 

What is the limitation of the Performance Report?

The Performance Report does not provide data on ring groups or virtual extensions.

How to access the Performance Report?

Log in to your RingCentral Online account. Navigate to Admin Portal > Analytics > Performance Reports.

What are the Performance Report Tabs?

Queues
Users
Calls
Meetings

Queues
This portion is composed of the KPIs, Trend, and the Queues sections. The Queues tab allows you to filter the report according to Queues, Call Type, and Call Length.

Queue KPIs section
This section lets you customize which Queues metrics should be presented on Trend as well as the top KPI section. Selected metrics appear as tabs that can be clicked.

Trend section
This part displays a graphical presentation of the selected data from the Queue KPIs section. The selected metrics data is presented on an hourly basis. Click on different metrics from the KPIs section to switch to another graph.

Users
User performance in the context of inbound and outbound calls for the call segment that is relevant to each user. If User Groups are in use (Ultimate and Premium plans), only users from queues and defined user groups are available for monitoring. 

This portion is composed of the Total KPIs, Trend, and the Users sections. The Users tab allows you to filter the report according to Users, Call Type, Queue Calls, and Call Length.

Total KPIs section
This section lets you customize which Users metrics should be presented on the Trend section. Selected metrics appear as tabs that can be clicked.

Trend section
This part displays a graphical presentation of the selected data from the Total KPIs section. The selected metrics data is presented on an hourly basis. Click on different metrics from the KPIs section to switch to another graph.

Users section
This section displays a report with the following data: Name, Extension, Total Calls, Average Calls/Day, Number of Inbound, Number of Outbound, Number of Answered, Number of Voicemail, Number of Missed calls (with Voicemail), Total Handle Time of inbound calls, and Total Handle Time of outbound calls.

Calls
The Calls tab lets you search for calls, filter Users, Call Type, Queue Calls, and Call Length. The search result will then display the following information:

• the callers' numbers
• the numbers called
• the result of the call
• the length of the call
• the inbound handle time
• the call's start time
• the call's direction
• the number of queues the call went through (visible when the call card is expanded)
• the session map (visible when the call card is expanded)

Meetings
This tab lets you view the team's meetings activities and gives you access to the following information:
• All scheduled meetings
• Meetings the team members have participated in
• Date and time of the meetings
• Duration of the meeting

With this information, you can further search for the meeting ID, topic, username, and narrow down your search using filters for Users, User Groups, and Departments.

Meetings KPIs
• Topic/Meeting ID
• Number of participants
• Endpoints
• Host
• Length
• Start time
• End time
• Activities (audio, video, screen share)

Each meeting displays the following information:
• List of participant names
• Endpoints used
• When did participants join and leave the meeting
• Activities (audio, video, screen share)

See  Performance Reports Analytics for RingCentral Video for more information.

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TitleRingCentral Analytics Portal Performance Report Overview
URL Name10512-Analytics-Portal-Performance-Report-Overview-RingCentral
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