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Reports | RingCentral Engage Digital

Overview

Intro to reports

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Volume reports

Messages by channel report

Messages by category report

Messages by status report

Messages by type of participants report

Messages by privacy report

Messages by type of contribution report

Messages by author report

Messages per hour report

Messages per day report

Messages by language report

Interactions per hour report

Interactions transferred per hour report

Conversations by category report

Chat thread by trigger report

Messaging thread by trigger report

Threads by channel report

WhatsApp conversations by type report

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Activity tracking reports

Intro to activity tracking reports

Messages activity report

Conversations activity report

Interaction activity (Routing mode only) report

Agent activity report

Activity calendar report

Availability by agent (Routing mode only) report

Availability by channel group (Routing mode only) report

Availability by channel group per hour (Routing mode only) report

Concurrent interactions by channel group report

Interactions by routing strategy step report

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Quality value reports

Intro to quality reports

First reply resolution report

Customer satisfaction report

First contact resolution report

Contact rate report

Average queue time report

Average first response time report

Average response time report

Average handling time (Routing mode only) report

One contact resolution report

Service level report

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