Intro to RingEX™ Analytics
The RingCentral Analytics Portal shows you how the RingCentral suite of products is being used across your company by displaying real-time usage statistics that can help you spot trends.
Analytics Portal admin access
The Analytics Portal is available to all RingEX™ Core, Advanced, and Ultra users. Administrators can access the full range of statistics and report options. Non-admin users can access reports, but have limited ability to edit them. Admins can also set custom roles to give users access to some or all of the reports, as explained in Configuring Analytics portal permissions.
The Analytics Portal can be accessed via these browsers:
- Chrome version 83.0 or higher
- Firefox version 77.0 or higher
- Safari version 13.0 or higher
- Edge version 18 or higher
Analytics portal report types
The Analytics Portal uses graphical representations to display usage and quality data for RingEX™ products across your company. Several categories of reports can be fine-tuned to show the information you need to spot trends and make real-time decisions.
You can access reports from the tiles on the RingCentral Analytics site, or from the navigation bar. (Hover over the left navigation bar to see reports’ full names.) Each report features a dashboard that contains unique, customizable widgets.
Adoption & Usage reports
The reports in the Adoption & Usage section displays data about the usage and adoption patterns of RingCentral products across your organization. Adoption & Usage reports can help you determine:
- Whether and how RingCentral products are being used within sites, departments, and your whole organization.
- Which employees are power users.
- Which employees are infrequent or non-users.
- Usage trends and patterns.
- Which locations or departments could benefit from a training session.
- User preferences, such as preferred devices.
- Frequently used endpoints.
Alerts
The Alerts tool lets admins configure customized notifications (such as emails) for selected call-quality metrics. Alerts can help identify issues before they escalate, and removes the need to monitor metrics in real time.
Business Analytics
Business Analytics reports provide historical call aggregations that can be used for:
- Assessing your teams’ performances.
- Detecting call patterns (such as peak call times) that can help you make staffing decisions.
- Defining, creating, and monitoring KPIs that best suit your organization.
- Downloading data and visualizations to keep your leadership up to date.
Company Numbers reports
Company Numbers display data about these Key Performance Indicators (KPIs) for calls:
- The number and percentage of all inbound calls answered on company numbers.
- The number and percentage of all inbound calls in which callers left voicemail messages.
- The number and percentage of all missed calls.
- The total amount of handle time that users spent on calls to company numbers. (Handle time is the sum of all live talk time and all hold time.)
- The average duration of a call, including talk and hold time.
- The number of calls placed on hold, average hold times, and the number of calls abandoned after put on hold.
- The number of transferred calls, parked calls (as well as calls answered from park), total park time, and the number of calls abandoned from park.
Live Reports
Live Reports displays data on inbound and outbound calls in near-real time. Customizable dashboards let you see usage analysis and trending metrics in an easy-to-read graphical format. Live Reports include:
- Over 30 metrics for inbound and outbound calls.
- Real-time reporting on queues, with aggregated data available for up to 24 hours.
- Multiple dashboards that you can customize and manage.
- Drag-and-drop widgets you can use to create and configure your dashboards.
- Service Level identification and management.
- Queue data, such as the number of customers waiting, service level agreements (SLA), and average hold times (AHT).
- Agent data, such as status, talk time, hold time, transfer rate, and call count.
- Customizable privacy settings that let you control access to your dashboards.
- Multiple ways to access your data: from your RingCentral online account, RingCentral Phone for mobile, or a dedicated Live Reports website.
- Wallboard view that lets you display dashboards on a large screen.
- Data export capabilities.
- Support for RingCentral permissions (no access, read-only, or full access).
Meetings Dashboard
Meetings Dashboard reports provides RingCentral Meetings admins with snapshots of overall meetings usage, including information about:
- Overall meetings usage in your organization.
- Past and current meetings.
- Past and current webinar statistics.
- RingCentral Meetings Rooms usage.
- Room Connector port usage.
Performance Reports
RingCentral Performance Reports is an additional tool that enables you to research call records to determine your business unit performance. By using KPIs and targeted filters, this report type assists you in combining user, queue, and call activity to evaluate performance.
You can take advantage of performance reporting to streamline your evaluation of issues with these features and benefits.
- Dozens of available Key Performance Indicators (KPIs) for a deeper understanding of performance
- New modern interface, with extremely 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
Quality of Service
Quality of Service reports display near-real-time information on the quality of the phone and video apps in your organization. These reports let you monitor potential issues proactively and troubleshoot those issues quickly.
Rooms & Devices
Rooms & Devices reports can help IT admins make sure that your organization’s employees can use their RingCentral communication tools with minimal interruption. These reports let IT admins proactively monitor the global health of your organization’s RingCentral Rooms and hard-phone infrastructure.
Subscriptions
The Subscriptions tool lets you automatically send customizable reports to selected recipients via email.
In this article
Analytics Portal admin access
Analytics portal report types