Understanding the RingCentral Data Instances

When working with reports and dashboards in Brightmetrics, it is important to understand the different types of data RingCentral is logging that we are then using in the reporting. This article is designed to give you definitions of the various data instances you will encounter, how/when to use them, and which standard reports are built around them.

We will break the data instances down to 3 main groups: Users, Queues, and Configuration Data.  Let's look at these individually:


This segment of the standard reports allows you to look at the individual perspective.  How the call got to the user and what was the result?  You may even choose to use these reports to look at the status of the user broken down by day, week, or month.  All of these are possible with the User Activity Detail or Summary reports.



This segment of the standard reports allows you to look at the Call Queue and also Agent Activity.  Reporting on how many calls came into your Queues and how the calls ended; were they answered, missed, or went to voicemail?  All of that is available here under the Queues reports.  Use these reports to see data on when you need more agents available, or if you need to move them to a different queue.  That is all able to be seen under the Queue reports:



This segment of the standard reports allows you to look at how things are configured in your system.  Look at Extensions or Roles by Site or Counts of Extensions.  See how your Extensions are broken out into various types like IVR, User, etc.



You will also always have as well the ability to build your own report from scratch by clicking in the top right-hand corner on the green plus icon or on the bottom and choosing "Create New Report."


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





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