RingCentral: Reporting on Call Queues (Call Legs)

This article below will walk you through the Call Queues reporting in Brightmetrics for RingCentral and offer some suggestions for best practices.

Accessing the Call Queues reports is simple.  Login to Brightmetrics, click Reports on the left sidebar menu, and then any of the 3 Call Queue Performance Reports:

(If you happen to not see the Reports section and simply see a blank page, that means your Role/Permissions on the account have not allowed for this and you'll want to reach out to an account admin to ask them to adjust your permissions.)

Once on the report of your choosing, you'll see it broken out by either Extension Name(Call Queue Performance), Extension Name & Next Party Name(Call Queue Performance by Agent), or Extension Name and Date Group - Hour(Call Queue Performance by Hour.)

Extension Name(Call Queue Performance) will give you a breakout of the calls that came to the call queue complete with what happened to them, Missed, Answered, and Voicemail, all broken out into counts and percentages.

Extension Name & Next Party Name(Call Queue Performance by Agent) is more like a call distribution report.  You'll still see the breakouts for Missed, Answered, and Voicemail but also if it was answered, who answered it?

Extension Name and Date Group - Hour(Call Queue Performance by Hour) will give you the breakout of calls that came in complete with Missed, Answered and Voicemail, but broken down into hour, so you can determine things like busy hour, etc.

You also have at all times as well the option to start your report from scratch using the green plus icon on top or the "Create New Report" option on the bottom of the reports section.

Questions or feedback? Please email us at support@brightmetrics.com.