Analytics is an analytics and business intelligence (BI) solution that uses a modern, [segment-based unified Logical Data Model](https://support.ringcentral.com/article-v2/Intro-to-metrics-and-attributes-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US "") (LDM) with [enhanced metrics](https://support.ringcentral.com/article-v2/Metrics-reference.html?brand=RingCentral&product=RingCX&language=en_US "") and [attributes](https://support.ringcentral.com/article-v2/Attributes-reference.html?brand=RingCentral&product=RingCX&language=en_US "") documented in the data dictionary.
RingCX
Analytics offers accurate and detailed insights for improved contact center performance and data-driven decision-making.
The engine of
RingCX
Analytics is the Reports Library, which consists of a set of standard reports and dashboards based on available attributes, metrics, and facts supported by the LDM.
Analytics collects contact center data in real time, presenting it for real-time monitoring and aggregating data over time for historical analysis. You can rely on two main components of
RingCX
Analytics, Real-time Reporting and Historical Reporting, to cover a full range of your reporting needs.
Additional views into real-time KPIs and stats, which are based on the same data, are provided for agents and supervisors in the
RingCX
Agent interface.
While all components rely on the same set of contact center data and work in combination, each serves its unique purpose.
### Purpose of Real-time Reporting
Real-time Reporting helps contact center supervisors, admins, managers, and business owners to monitor current operations and take proactive actions in real time. Data in Real-time dashboards updates continuously in near real time, providing visibility into current contact center performance and activity across queues, campaigns, agents, and interaction types.
Real-time dashboards are critical for decision-making in the moment to manage service levels, optimize staffing, and respond to customer demand.
* Operational awareness:
* Monitor contact center KPIs
* Visualize current load across inbound queues and outbound campaigns
* Track agent statuses (*Available* , *Wrap-up* , *On Break*)
* Monitor agent conduct
* Monitor workflows and interaction routing
* Real-time intervention:
* Get alerts for SLA breaches or long hold times
* Adjust campaign pacing and quotas dynamically
* Performance optimization:
* Reassign agents to overloaded queues and underperforming campaigns
* Make data-driven decisions to escalate interactions or widen the agent pool
* Proactively prevent customer dissatisfaction by monitoring SLAs and addressing service slowdowns
### Purpose of Historical Reporting
Historical Reporting in
RingCX
Analytics gives admins, business analysts, operations managers, and business owners insights into contact center trends to inform and confirm their business decisions. Historical dashboards and reports are designed for in-depth performance analysis, trend discovery, and long-term operational decision-making.
Unlike Real-time dashboards that focus on live metrics and support real-time control, Historical dashboards and reports rely on aggregated, time-bound data and drill-down capabilities to serve long-term planning, KPI analysis, training evaluations, and regulatory compliance reviews.
* Strategic decisions:
* Optimize staff allocation based on past traffic patterns
* Justify budget or resource changes using historical usage and performance data
* Identify process improvement and training needs based on agent conduct records and performance metrics
* Trend analysis:
* Identify recurring interaction patterns, such as peak hours, volume spikes, and common contact reasons
* Track metrics such as handle time, talk time, abandonment, or digital engagement trends over time
* Performance evaluation:
* Analyze agent productivity, conduct, and SLA adherence on a daily, weekly, monthly, or quarterly basis
* Assess queue and campaign performance based on a number of interactions and their outcomes
* Compliance and audit readiness:
* Track billing usage and contract overages over defined time periods
* Document SLAs, outbound compliance metrics, and dialing practices
* Troubleshooting:
* Drill down to the level of a single record to identify any errors or misconduct
### Interpreting real-time and historical metrics
Metrics used for Real-time and Historical Reporting come from the same data set and are generally aligned. However, because Real-time dashboards and Historical dashboards are intended for different use cases, reporting data can't always be directly compared between the two. Even when the same metrics appear in both views, they usually serve different purposes. For example:
* In Real-time dashboards, agent status and occupancy are used to monitor current agent availability. In Historical dashboards, the same metrics help you track long-term agent utilization trends.
* Queue volume and wait time in Real-time dashboards may indicate the need for staffing changes in real time. In Historical dashboards, the same metrics help you analyze hourly and daily queue patterns.
* SLA performance metrics in Real-time dashboards enable you to identify service level breaches immediately. Historical dashboards help you track SLA compliance over time.
* In Real-time dashboards, interaction volume per channel helps you monitor channel activity as it occurs in your contact center. In Historical dashboards, the same metrics help you analyze multichannel performance and long-term trends.
Real-time Reporting
-------------------
[Real-time Reporting](https://support.ringcentral.com/article-v2/Intro-to-Real-time-reporting-in-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US "") helps you monitor the health of your contact center as interactions happen. Real-time Dashboards are composed of individual widgets that visualize your contact center data as numbers, charts, and graphs.
You can set up one or more Real-time Dashboards and then add standard widgets that display different categories of live data, including inbound, outbound, workflow, cloud routing, and digital activity. You can also customize standard widgets or add specific custom widgets to display only the metrics you need.
Real-time dashboards let you:
* [Set up rules and alerts](https://support.ringcentral.com/article-v2/Adding-widgets-in-the-Real-time-dashboard-in-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US#configuring-rules-alerts-for-real-time-metrics "") to notify the appropriate people in your contact center when a specific event occurs
* [Manage agent assignment](https://support.ringcentral.com/article-v2/Adding-widgets-in-the-Real-time-dashboard-in-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US#managing-agent-assignment-in-real-time "") to queues or dial groups directly from the dashboard
Additionally, you can:
* [Share a Real-time dashboard](https://support.ringcentral.com/article-v2/Managing-real-time-reporting-dashboards-in-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US#content-section--0-2 "") with other admins on your account
* [Display a Real-time Dashboard](https://support.ringcentral.com/article-v2/displaying-ringcx-real-time-reporting-dashboards-on-external-devices.html?brand=RingCentral&product=RingCX&language=en_US "") with the most critical metrics on a large-screen wallboard or external monitor in your contact center to keep your team aware and responsive
Historical Reporting
--------------------
To give you insights into contact center activity and analyze trends over a period of time, Historical Reporting includes:
* A set of [Historical Dashboards](https://support.ringcentral.com/article-v2/Intro-to-Historical-dashboards-in-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US ""), featuring multiple KPIs and standard reports, and covering all types of contact center activities
* [Standard historical reports](https://support.ringcentral.com/article-v2/Standard-Historical-reports-in-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US "") grouped by folders that cover activity specific to agents, interactions, dispositions, and workflows
* A large set of [attributes and standard metrics](https://support.ringcentral.com/article-v2/Intro-to-metrics-and-attributes-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US "") that give insights into all aspects of contact center performance
You can [create custom reports and metrics](https://support.ringcentral.com/article-v2/creating-a-custom-historical-report-in-ringcx-analytics.html?brand=RingCentral&product=RingCX&language=en_US "") using the [Analytical Designer](https://support.ringcentral.com/article-v2/Intro-to-the-analytical-designer-in-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US "") and also [create custom dashboards](https://support.ringcentral.com/article-v2/Creating-a-dashboard-in-Historical-dashboards-in-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US "").
Additionally, you can:
* Receive an email alert for any KPI in Historical Dashboards when the KPI value changes by a specified number over a set time period
* Receive reporting data with selected frequency at your preferred destination by [scheduling Historical Reports delivery](https://support.ringcentral.com/article-v2/Scheduling-reports-in-Historical-reports.html?brand=RingCentral&product=RingCX&language=en_US "")
* [Integrate](#integration-support-direct-data-access "") with an internal reporting system or third-party BI tools
This flexibility lets you tailor Historical Reporting to your business priorities and performance goals.
Accessing dashboards and reports
--------------------------------
\\\Your browser does not support the iframe element.\
To use dashboards and reports:
* Sign in to [
RingCX
](https://ringcx.ringcentral.com/ "").
Note: If it's enabled in your account, you can sign in to [
RingCX
in the
RingCentral
app](https://app.ringcentral.com "") instead.
* Click **Analytics**.
View complete instructions in [Signing in to
RingCX
Analytics](https://support.ringcentral.com/article-v2/signing-in-to-ringcx-analytics.html?brand=RingCentral&product=RingCX&language=en_US "").
Note: If you're already logged in to
RingCX
, you can access
RingCX
Analytics by clicking the nine-dot **app switcher** icon, then clicking **Analytics**.
In the
RingCX
Analytics, use the left navigation bar to access:
* [Real-time dashboards](https://support.ringcentral.com/article-v2/Intro-to-Real-time-reporting-in-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US "")
* [Historical dashboards](https://support.ringcentral.com/article-v2/Intro-to-Historical-dashboards-in-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US "")
* [Historical reports](https://support.ringcentral.com/article-v2/Intro-to-RingCX-Analytics-Historical-Reporting.html?brand=RingCentral&product=RingCX&language=en_US "")
The appropriate level of access is required to view full account details. For more information, read [an introduction to admin roles](https://support.ringcentral.com/article-v2/Intro-to-admin-roles-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "").
Accessing agent stats
---------------------
Agents and supervisors, who don't have access to
RingCX
Analytics, can view agent stats directly in the
RingCX
Agent interface
To view your agent stats:
* Sign in to [RingCX](https://ringcx.ringcentral.com/ "") as an agent.
* In the left navigation bar, click **My stats**.
In the view that opens, agents can track their own progress with [live agent stats](https://support.ringcentral.com/article-v2/Intro-to-agent-stats-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "").
Supervisors can also monitor and guide agent progress in a configurable [Supervisor dashboard](https://support.ringcentral.com/article-v2/Understanding-the-supervisor-dashboard.html?brand=RingCentral&product=RingCX&language=en_US "").
To view stats for your team:
* Sign in to the [RingCX](https://ringcx.ringcentral.com/ "") Agent interface as a supervisor.
* In the left navigation bar, click **Supervisor**.
You can add or remove stats on the **Agents** or **Interactions** tab in your dashboard view to focus on the stats that matter to you.
Integration support and direct data access
------------------------------------------
RingCX
Analytics is compatible with third-party business intelligence (BI) tools. If your organization already uses a preferred BI tool, you can [integrate it with
RingCX
Analytics](https://support.ringcentral.com/article-v2/ringcx-analytics-integration-with-third-party-bi-tools.html?brand=RingCentral&product=RingCX&language=en_US "") to leverage existing investments and extend your analytics capabilities.
RingCX
direct data access (DDA) to Historical Reporting data lets you retrieve raw historical data from
RingCX
and use it for various purposes, including custom analysis, integrating with external systems, and building your own custom reports and dashboards with third-party business intelligence tools.
RingCX Analytics provides DDA capability through two different mechanisms:
* Manual data download from any historical report, in XLS and CSV formats
* [Consolidated reports scheduling and delivery](https://support.ringcentral.com/article-v2/Scheduling-reports-in-Historical-reports.html?brand=RingCentral&product=EV&language=en_US "") of standard or custom historical reports
RingCX Analytics supported languages
------------------------------------
Check the list of [RingCX supported languages](https://support.ringcentral.com/article-v2/RingCX-supported-languages.html?brand=RingCentral&product=RingCX&language=en_US "") to find out if RingCX Analytics supports the languages preferred for your contact center.
**Additional resources**
[Intro to Real-time reporting in RingCX Analytics](https://support.ringcentral.com/article-v2/Intro-to-Real-time-reporting-in-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US "")
[Intro to RingCX Analytics Historical Reporting](https://support.ringcentral.com/article-v2/Intro-to-RingCX-Analytics-Historical-Reporting.html?brand=RingCentral&product=RingCX&language=en_US "")
[Intro to metrics and attributes RingCX Analytics](https://support.ringcentral.com/article-v2/Intro-to-metrics-and-attributes-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US "")
[Standard Historical reports in RingCX Analytics](https://support.ringcentral.com/article-v2/Standard-Historical-reports-in-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US "")
[RingCX Analytics integration with third-party BI tools](https://support.ringcentral.com/article-v2/ringcx-analytics-integration-with-third-party-bi-tools.html?brand=RingCentral&product=RingCX&language=en_US "")