Intro to Analytics Live Reports | RingCentral MVP

Last updated on September 01, 2021

Table of contents

RingCentral Live Reports provide access to queues and queue members’ call activity data near real-time. Formatted in easily configurable dashboards, Live Reports provides a snapshot of trending data metrics in an easy to read graphical format. With multiple views and filtering options, you can target your report to show exactly what you need to know.
 
You can access Live Reports via the left-hand navigation bar in the Analytics Portal. For more information on how to do this, see Accessing the Analytics Portal.
Location of the Live Reports tab in the Analytics left navigation bar.
You can use Live Reports to:
  • Get access to over 30 metrics, on queue calls and queue member activities
    • Service Level identification and management
    • Queue-level visibility, such as call volume, customers waiting, and After Hours Time
    • Agent-level visibility, such as status, talk time, hold time, transfer rate, and call count
    • Export data to a spreadsheet
  • Real-time reporting on queues, with aggregated data available for up to 24 hours
  • Create and manage multiple dashboards
    • Add the widgets you need, then drag and drop to configure your dashboard
    • Wallboard view: expand your display to show the dashboard on a big screen
    • Custom privacy settings: make multiple dashboards visible to anyone or only visible to and editable by the owner
    • Supports RingCentral permissions: no access, read-only, or full access
  • Access Live Reports via your RingCentral Online account, RingCentral Phone for Mobile, or via dedicated Live Reports websites

Availability

  • Live Reports requires additional licensing. A separate license is required for each access account. For example, managers must have a license, and each agent who requires monitoring also needs a license.
  • Licensees must be enabled in Roles and Permissions. From the Admin Portal, navigate to Users > Roles. Select a role and scroll down to Analytics. Check the box next to Live Reports - Full Access or Live Reports - View Only, then click Save.
    • Full Access lets you make changes to Live Reports: add dashboards, set privacy, add or remove dashboard widgets, and make changes to widget settings.
    • View Only allows a user to view existing dashboards if those dashboards are marked Public by their originator. Along with these, an additional setting called ‘User Info’ must also be enabled.
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