Purchasing Live Reports licenses and managing usage =================================================== You can purchase and manage Live Reports licenses in the Billing Portal. Licenses are required 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. You need to give users access to Live Reports by [adding the permissions to their roles](#types-live-reports-permissions ""). Note You have access to Live Reports if you're on the Customer Engagement Bundle or have [add-on Call Queues Booster licenses](https://support.ringcentral.com/article-v2/using-call-queues-booster-licenses.html?brand=RingCentral&product=RingEX&language=en_US ""). You don't need to buy separate Live Reports licenses for users on this plan, or if you have users assigned to the add-on licenses. Purchasing Live Reports licenses -------------------------------- * Sign in to the [Billing Portal](https://billing-portal.ringcentral.com/ ""). * Click **Purchase** in the left panel.. * Click **Analytics** to filter by Analytics products. * Enter the quantity of Live Reports licenses you want to purchase. * Click the **Add to Cart** icon and select more items or click **Buy now** to immediately go to the checkout window. * Click the **Shopping cart** icon at the top right when you're ready to complete your purchase. ![Add Live Reports licenses in Admin Portal](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/mvp/Purchasing-and-managing-Live-Reports-licenses/topics/media/1-Add-Live-Reports-licenses-Billing-Portal.png) * Review the items in your cart. You can change the quantity or delete any items. Click **Next**. * If you have multiple cost centers, you can: * Click the **Select cost center** dropdown (a) to assign a cost center for each item. * Click**Assign to all** or check the box next to an item, then click **Assign to selected** at the top (b). * Click **Split** (c) to separate multiples of the same item into smaller quantities and assign each one to a different cost center. * Click **Next** . ![Add Live Reports licenses to cart in Admin Portal](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/mvp/Purchasing-and-managing-Live-Reports-licenses/topics/media/2-Live-Reports-licenses-Cost-Centers.png) * Confirm your order and its pricing in the **Review charges** tab. Click the checkbox at the bottom of the page to acknowledge that you have read and understood the information and itemized charges, then click Confirm. Using Live Reports licenses --------------------------- Live Reports licenses are required for: * Users or managers who need to view and manage Live Reports dashboards * Any call queue member assigned to queues monitored in the Live Reports For example, an organization has the following setup: * A Detroit support call queue with Alice as the supervisor, and John, Sarah, and Mike assigned as agents. * A Belmont support call queue with Bob as the supervisor and Emma, David, Karen, Lisa, and Mark assigned as agents. * Both call queues are monitored in Live Reports. You'll need to purchase ten overall Live Reports licenses - two for Alice and Bob, and eight for the unique agents across both queues. Providing access to the Live Reports dashboard ---------------------------------------------- Admins don't need to manually assign licenses or permissions to users in monitored call queues. Licenses are assigned automatically to all members of a call queue when it's added to a Live Reports dashboard. You can [review which users are actively using the licenses](#checking-live-reports-usage ""). Admins need to update role permissions for managers and supervisors who need view or edit access to Live Reports dashboards. ### Types of Live Reports permissions There are two types of permissions: * **Live Reports -- Full Access**: Grants full access to create, edit, and delete dashboards. * **Live Reports -- View Only**: Grants view, but no edit access. By default, the Super Admin of an account has both Live Reports permissions and can assign access to others. ### Creating and assigning a custom role for Live Reports access We recommend [creating a custom role](https://support.ringcentral.com/article-v2/10641-user-roles-permissions-edit-permission-custom-role.html?brand=RC_US&product=RingEX&language=en_US "") with the necessary Live Reports permissions, then [assigning the role](https://support.ringcentral.com/article-v2/10639-user-roles-permissions.html?brand=RingCentral&product=RingEX&language=en_US "") to the appropriate users. For example, create a Manager -- Live Reports View Access role that includes all manager-level permissions plus **Live Reports -- View access**. Accessing Live Reports dashboards --------------------------------- Once the appropriate Live Reports permissions have been applied, managers and supervisors can access Live Reports using several methods. ### Analytics Portal * Sign in to the [Analytics Portal](http://analytics.ringcentral.com ""). * You can also access the Analytics Portal from the**Analytics \& Logs** tab in the [Admin Portal](https://service.ringcentral.com ""). * Click the**Live Reports** tile or hover over the left navigation, then click the **Live Reports** icon. ![](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/mvp/Purchasing-and-managing-Live-Reports-licenses/topics/media/1-Access-Live-Reports.png) ### RingCentral app You can also access the Analytics Portal from the RingCentral app. **Desktop and web** * Click the three-dot **More** icon in the navigation bar. * Click **Analytics** . You can also [move the location](https://support.ringcentral.com/article-v2/Customizing-tabs-in-the-RingCentral-app.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=desktop_%26_web "") of the **Analytics** tab to the main navigation bar. The Analytics Portal will open in a browser window. ![](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/mvp/Purchasing-and-managing-Live-Reports-licenses/topics/media/2-Analytics-RC-app-desktop.png) **Mobile** * Click the three-dot **More** icon in the bottom menu bar. * Click **Analytics** . ![](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/mvp/Purchasing-and-managing-Live-Reports-licenses/topics/media/3-Analytics-RC-app-mobile.png) Checking your Live Report license usage --------------------------------------- You can check your current Live Report license usage to verify that the correct users are assigned. * In your **Live Reports** , click **Download License Status Report** (a), then **Excel file** (b). An Excel file containing your license usage for the last 30 days will be downloaded to your computer. Note If your account is on the [Customer Engagement Bundle](https://www.ringcentral.com/products/customer-engagement-bundle.html ""), you won't have the **Download License Status Report** option. This bundle includes unlimited access to Live Reports, so you won't need to track license usage. ![License status report Live Reports](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/mvp/Purchasing-and-managing-Live-Reports-licenses/topics/media/4a-License-Status-Report-Live-Reports.png) Reviewing your Live Reports license usage ----------------------------------------- You can use the License Status Report to track license allocation, identify active users, and monitor overages. ### Opening the report file Locate the downloaded file on your computer. File name format: *RingCentral_LR_Licensed Users_\.xlsx* Open the file in Excel or another spreadsheet tool. Three tabs are available: * **Live Reports Usage Summary** * **Total Active Users** * **Detailed Usage** ### Reviewing the Live Reports Usage Summary tab * Click the **Live Reports Usage Summary** tab. Use this tab for a high-level view of license usage: * **Report Time Duration**: The date range the report covers. * **Total "Live Report" Licenses Purchased**: Number of Live Reports licenses on your account. * **Total "Call Queue Booster" Licenses Purchased**: Number of Call Queue Booster licenses on your account. * **Total Licenses Purchased**: Number of purchased licenses (the sum of Live Report and Call Queue Booster Licenses). * **Monitored Users (Agents)**: Unique agents in monitored call queues. * **Live Report Viewers**: Users or managers who viewed Live Reports dashboards. * **Total Active Users**: Combined number of monitored agents and viewers (used for license billing). * **Overage Users**: Number of users (total active users minus total licenses purchased) exceeding your license count, if any. This information can help you verify that there are enough licenses available and whether you've exceeded your license limit. ![Usage Summary Live Reports](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/mvp/Purchasing-and-managing-Live-Reports-licenses/topics/media/5a-Usage-Summary-Live-Reports.png) ### Reviewing the Total Active Users tab * Click the **Total Active Users** tab. Each row represents a user who is assigned a Live Reports license. The key columns include: * **Users / User Extensions**: Identifies the user. * **Role Type**: Viewer or Monitored Agent. * **Last Viewed**: Last date the user accessed Live Reports. * **Monitored Call Queues**: Number of monitored queues the user belongs to. * **Dashboards with Monitored Queues**: Number of dashboards that include any of the user's queues. This information can help you verify which licenses are actively being used and by whom, and if managers or agents are driving most of the usage. ![Total Active Users Live Reports](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/mvp/Purchasing-and-managing-Live-Reports-licenses/topics/media/6-Total-Active-Users-Live-Reports.png) ### Analyzing usage in detail in the Detailed Usage tab * Click the Detailed Usage tab. This tab provides an event-level view of license usage. The details include: * User name and extension * Call queue name (if applicable) * Dashboard accessed * Last viewed date * Live Reports and Call Queue Booster license assignment status (Licenses are now assigned automatically.) This information can help you investigate license overage, identify which call queues or dashboards are driving license consumption, and support internal audits or usage reports ![Detailed Usage Live Reports](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/mvp/Purchasing-and-managing-Live-Reports-licenses/topics/media/7a-Detailed-Usage-Live-Reports.png) **Additional resources** [Live Reports overview](https://support.ringcentral.com/article-v2/Intro-to-Analytics-Live-Reports.html?brand=RingCentral&product=RingEX&language=en_US "") [Navigating Live Reports dashboards](https://support.ringcentral.com/article-v2/9226.html?brand=RC_US&product=RingCentral_MVP&language=en_US "")