When working with reports and dashboards in Brightmetrics, it is important to understand the different types of data RingCentral is logging that we use in reporting. This article provides definitions of the various data instances you will encounter, how and when to use them, and which standard reports are built around them.
Data instances are broken down into three main groups: Users, Queues, and Configuration.
Users
The Users segment allows you to look at the individual perspective — how a call got to the user and what the result was. You can also use these reports to look at user status broken down by day, week, or month. All of this is available through the User Activity Detail or Summary reports.
Queues
The Queues segment allows you to look at Call Queue and Agent Activity data. Report on how many calls came into your queues and how they ended — answered, missed, or sent to voicemail. Use these reports to see when you need more agents available or whether agents should be moved to a different queue.
Configuration
The Configuration segment allows you to look at how things are set up in your system. View Extensions or Roles by Site, counts of extensions, and how your extensions are broken out into various types such as IVR, User, and more.
You also have the ability to build your own report from scratch at any time by clicking the green + icon in the top right-hand corner or by choosing Create New Report at the bottom of the Reports section.
Questions or feedback? Please email us at support@brightmetrics.com.