11/18/19 11:39 AM  

Analytics Portal - Performance Report Overview | RingCentral

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SummaryRingCentral Performance Reports is an additional tool that enables you to research call records to determine your business unit performance. Performance Reports assists you in combining User, Queue, and Call Activity to evaluate performance using Key Performance Indicators (KPI) and targeted filters.
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?


Go to Admin Portal > Analytics > Performance Reports.

 

What are the Performance Report Tabs?


The Performance Report has 3 tabs namely Queues, Users, and Calls.
 

 

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 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 Queue KPIs section. The selected metrics data is presented on an hourly basis. Click on a different metrics from the KPIs section to switch to another graph.
 

Company Numbers section

This section displays a report with the following data: Name, Extension, Number of Inbound, Number of Answered, Number of Abandoned, Number of Voicemail, Average Handle Time, and Average Speed of Answer. You may customize which metrics should appear as columns.
 

 

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 a 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
• the session map

 

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TitleAnalytics Portal - Performance Report Overview | RingCentral
URL Name10512-Analytics-Portal-Performance-Report-Overview-RingCentral
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