This article will walk you through Call Queues reporting in Brightmetrics for RingCentral and offer some best practice suggestions.
Accessing the Call Queues reports is simple. Log in to Brightmetrics, click Reports on the left sidebar menu, then select any of the three Call Queue Performance reports:
If you don't see the Reports section and see a blank page instead, your Role/Permissions on the account may not allow access. Reach out to an account admin to request a permissions adjustment.
Once on the report of your choosing, you'll see data broken out differently depending on which report you selected:
| Call Queue Performance | Broken out by Extension Name. Shows all calls that came to the queue — Missed, Answered, and Voicemail — in both counts and percentages. |
| Call Queue Performance by Agent | Broken out by Extension Name & Next Party Name. Similar to a call distribution report — shows Missed, Answered, and Voicemail breakouts, plus who answered each call. |
| Call Queue Performance by Hour | Broken out by Extension Name & Date Group - Hour. Shows Missed, Answered, and Voicemail broken down by hour, letting you identify busy hours and traffic patterns. |
You also have the option to start a report from scratch at any time using the green + icon on top or the Create New Report option at the bottom of the Reports section.
Questions or feedback? Please email us at support@brightmetrics.com.