Live Reports overview
=====================

Live Reports help you manage inbound call queues. You can check call queue member availability, track performance, and monitor service levels from a customizable dashboard. The dashboard displays a clear, graphical snapshot of trending data metrics in near-real time, with aggregated data available for up to 24 hours.

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Features
--------

Users or managers with permissions to use Live Reports have access to over 30 metrics for queue calls and agent activity, including:

* Service level tracking
* Queue insights such as call volume, waiting customers, and after-hours activity
* Agent insights such as status, talk time, hold time, transfer rate, and call count

You can [create and manage multiple dashboards](https://support.ringcentral.com/article-v2/9226.html?brand=RC_US&product=RingEX&language=en_US "") by:

* [Adding widgets](https://support.ringcentral.com/article-v2/Widget-types-in-Analytics-Live-Reports.html?brand=RingCentral&product=RingEX&language=en_US "") and [customizing your report layout](https://support.ringcentral.com/article-v2/Managing-Live-Reports-widgets.html?brand=RC_US&product=RingEX&language=en_US "")
* Export data to a spreadsheet
* Using the wallboard view to display dashboards on a larger screen
* Setting privacy options to control who can view or edit dashboards
* Using role-based permissions to control who has no access, read-only access, or full access

Purchasing requirements
-----------------------

You need to [purchase licenses](https://support.ringcentral.com/article-v2/Purchasing-and-managing-Live-Reports-licenses.html?brand=RingCentral&product=RingEX&language=en_US "") for:

* Users or managers with **Live Reports -- View** or **Live Reports -- Edit** access. For example, supervisors, team leads, call center managers, or QA leads who monitor agent performance or manage dashboards.
* Agents assigned to call queues that are monitored in the Live Report. For example, frontline support agents, sales agents, or service representatives who handle inbound or outbound calls within those call queues.

**Additional resources**  
[Purchasing Live Reports licenses and managing usage](https://support.ringcentral.com/article-v2/Purchasing-and-managing-Live-Reports-licenses.html?brand=RingCentral&product=RingEX&language=en_US "")  
[Navigating Live Reports dashboards](https://support.ringcentral.com/article-v2/9226.html?brand=RC_US&product=RingEX&language=en_US "")  
[Creating Live Reports widgets](https://support.ringcentral.com/article-v2/Widget-types-in-Analytics-Live-Reports.html?brand=RingCentral&product=RingEX&language=en_US "")  
[Managing Live Reports widgets](https://support.ringcentral.com/article-v2/Managing-Live-Reports-widgets.html?brand=RC_US&product=RingEX&language=en_US "")