Engage Voice | Intro to Prebuilt Reports

Last updated on August 22, 2023

Notice

On October 22, 2021, access to Prebuilt Reports in RingCentral Engage Analytics (now known as RingCX Analytics) was discontinued for new customers. Legacy customers were still able to use this feature.
On July 1, 2023, access to Prebuilt Reports in RingCentral Engage Analytics (now known as RingCX Analytics) was discontinued for existing and new users. Customers should migrate to RingCX Analytics Historical Reporting.
On July 1, 2023, access to Direct Data Access (DDA) to AWS Redshift was discontinued for all customers. Customers should migrate to RingCX Analytics Historical Reporting and use the Consolidated Reports Scheduling and Delivery feature.
RingCX Analytics Historical Reporting is the new location for all reporting features. Read Intro to Historical reports to learn more.

Reports are a standardized way to get information on specific activities in your contact center. Prebuilt Reports allow you to download or schedule a report. You can use these reports to view your data in tables with columns, rows, and headers.

There are two data sources for Prebuilt Reports:

MySQL: Operational database. Data is managed in real-time.
RedShift: Data warehouse. Information is collected from historical data.

Learn more about Prebuilt Report types and their data sources.

Most Prebuilt Reports are standard, generic, and available anytime. Various general reports are available for categories including agents, digital queues, inbound and outbound calls, tracking, and more.

Upon logging in to the Analytics app, you can find your reports by navigating to Prebuilt Reports in the left navigation bar.

View of the 'Scheduled reports' button on the left-hand navigation bar

Most of the reports you’ll find in Prebuilt Reports are historical reports, but you will also find some real-time reports.

View of the 'Realtime Reports' link under Scheduled reports

Historical reports provide data that’s at least one day old; real-time reports display same-day data. The real-time reports located in Prebuilt Reports are different from the Real-Time reporting dashboards in the Real-Time section of the Analytics app. Learn more about Real-Time reporting.

Prebuilt Reports lets you track metrics like KPIs (Key Performance Indicators) and SLAs over days, months, or years. This data is viewable and downloadable, so you can edit, arrange, and print it. You can choose from multiple download formats: CSV, PDF, HTML, XLS, XLSX, and ODS.

Helpful hint!

When you create Prebuilt Reports with historical information, certain data (such as SLAs) will be reported according to the settings that were in effect during the call. This means that if you adjust SLAs on a queue and then generate a Prebuilt Report, the SLAs that were in effect during the call will be reported.

You can schedule reports to run at and between certain times and intervals, and even specify a timezone in which reports should process data. Reports can be forwarded to the destination(s) of your choice via email, File Transfer Protocol (FTP), and Secure File Transfer Protocol (SFTP). You can also view and manage all your scheduled prebuilt reports within a table that displays schedule information and report properties.

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