Live Reports User Guide

20 Pages·2017·1.53 MB·English

by  Patrick Sullivan

RingCentral®

™
Live Rep orts

User G uide
R ingCentral Live Reports | Table of Contents

Table of Contents

3 Live Reports Overview 16 Call Volume
3 Live Reports Features 16 Agents Count
3 Availability 16 How to Add a Call Volume Widget
3 Limitations of Live Reports 17 How to Add an Agents Count Widget
4 How to Access Live Reports 17 Agent Details
6 How to Access Live Reports Usi ng RingCentral Phone 18 Metrics and Columns Available
7 How to Manage Live Reports Dashboards 20 How to Add an Agent Details Widget
7 Access Live Reports via the RingCentral Online Account 20 Exporting Data
7 How to Create a New Live Reports Dashboard 20 Queue Monitor
8 How to Edit an Existing Live Reports Dashboard 21 How to Add a Queue Monitor Widget
8 How to Delete a Live Reports Dashboard 21 Queue Details
8 How to Duplicate an Existing Lie Reports Dashboard 22 Queue Metrics Available
9 How to Search for a Live Reports Dashboard 23 How to Add a Queue Details Widget
9 How to Add New Reports 23 Exporting Data
10 How to Manage a Live Reports Widget 23 Queue Calls
10 How to Change the Live Reports Dashboard Layout 24 How to Add a Queue Calls Widget
11 How to Set the Wallboard View in Live Reports 25 Live Reports Known Issues and Workarounds
13 Widgets Overview 25 Live Reports Known Issues
14 Service Level or SLA 25 Workarounds
14 Time Zone of the Queue
15 Service Level Settings
15 How to Add an SLA Widget
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R ingCentral Live Reports | Live Reports Overview

Live Reports Overview
RingCentral Live Reports empowers your organization's decision -makers Availability
by providing access t o reports on inbound and outbound calls close to
Live Reports is free for all Office Ultimate customers in the US, Canada,
real-time which can be displayed on dashboards. This feature helps you
and UK. RingCentral customers in Europe can sign up for test accounts. It
optimize the advantages of your phone system by presenting usage
is also available as an add -on for RingCentral Essentials, Standard, and
analysis and trending metrics in an easy -to-read graphical format. With
Premium customers.
separate views and several filtering options, you can target your report to
Limitations of Live Reports
reveal exactly what you want to know to increase your business
performance. • Changes to Live Reports will take effect after 4 hours on the
IMPORTANT: Live Reports provide graphical representations of usage RingCentral Online account. This means that changes in queues' names,
statistics close to real-time; Call logs show raw data of all the incoming agents' names, extensions' names, adding agents to queues, deleting
and outgoing calls and faxes made by the entire account; queues or agents, switching or assigning agents or queues sites, agents
while Reports display a graphical analysis of the account's usage statistics work hours, and similar changes do not appear in Live Reports
for the past 24 hours. immediately.
For example, when a User is added to a queue or the site for a queue is
Live Reports Features
changed, the customer will have to wait up to 4 hours for that change to
• Over 30 metrics available, both inbound and outbound calls are
be reflected in Live Reports.
supported.
• Real-time reporting on queues, with aggregated data available for up • Special characters are NOT supported in RingCentral Live Reports. To
to 24 hours. avoid any issues when generating reports for agents, make sure that you
• Create and manage multiple dashboards. have removed any special characters on agents' names before generating
a report.
• Easily manage dashboards: drag and drop widgets to create and
configure dashboards. • Live Reports keep data for only 24 hours starting from now, any older
• Service Level identification and management. data is dropped.
• Show data for Queue level visibility, such as customers waiting, SLA,
• Live Reports get aligned with the RingCentral Online account, which is
and AHT.
also aligned with the RingCentral Phone for Desktop status. However,
• Show data for Agent level visibility, such as status, talk time, hold time,
only the Do Not Disturb (DND) status results in the Online account get
transfer rate, and call count.
updated from available to unavailable.
• Set privacy settings: make multiple dashboards visible to anyone or
• For Multi-Site enabled accounts, Live reports will only display
visible only to the owner (only the owner can edit a dashboard).
information for sites that are assigned or enabled to the User. The User
• Access Live Reports via the RingCentral Online account, RingCentral
may view the data for all Sites if they are assigned to the Main Company
Phone for Mobile, or through dedicated Live Reports websites.
Site. For more information on viewing Multiple Sites in Live Reports, go
• Wallboard view: display the dashboard on a big screen.
to RingCentral Multi-Site - View Data for Multiple Sites in Live Reports.
• Data export capabilities.
• Supports RingCentral permissions (no access, read-only full access).

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RingCentral Live Reports | Live Reports Overview

How to Access Live Reports
A new drop-down appears under Reports once Live Reports is enabled on

your account. Account administrators and Users with administrative

privileges can follow the steps below to access Live Reports through
the RingCentral Online account, RingCentral Phone for Mobile , or

through the Live Reports site.

Users with administrative access can create and customize reports based
on metrics such as Service Level, Call Volume, Agents Count, Agent
Details, Queue Monitor, Queue Details, and Queue Calls.

Live Reports align with RingCentral Online account and RingCentral

Phone status in real-time.

See Knowledge Article 3237, User Roles and Permissions | RingCentral ,
for more information.

There are three ways to access Live Reports:

1. Using Your RingCentral Online Account

2. Using the Live Reports Website

3. Using the RingCentral Phone for Mobile

How to Access Live Reports Using your Online Account

1. Log in to Your RingCentral Online Account.
Login to RingCentral
2. Go to Admin Portal > Analytics > Live Reports.
NOTE: Access to Live Reports is controlled via roles and permissions as

set by the Group Manager.

How to Access the Live Reports Website

1. Go to any of the websites below:

• live.ringcentral.com

• live.ringcentral.co.uk
• live.ringcentral.eu
2. Enter your RingCentral login credentials, then click Log In.
NOTE: You will not be asked to sign in to this page if you are

already logged in to your RingCentral Online account.
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RingCentral Live Reports | Live Reports Overview

The Live Reports dashboard is now loaded.

The Live Reports dashboard is now loaded.

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RingCentral Live Reports | Live Reports Overview

How to Access Live Reports Using RingCentral Phone for Mobile On the other hand, Users who have only Live Reports permission will be
taken directly to the Live Reports page.
1. Launch the RingCentral Phone for Mobile on your device.

2. Go to My Profile (tap your profile picture) > Reports > Live

Reports.

NOTE: Depending on your assigned User role and permissions ,

you will see a different screen. Users with administrative

access will see Historical Reports, Live Reports, and Quality of

Service.

3. Tap the Refresh button to reload the data.

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R ingCentral Live Reports | How to Manage Live Reports Dashboards

How to Manage Live Reports Dashboards
Users with Live Reports - Full Access permission can manage Live How to Create a New Live Reports Dashboard
Reports dashboards. They should be able to create new dashboards, 1. Click the Add Dashboard button (plus sign).
modify existing dashboards, and add and/or remov e widgets via

their RingCentral Online account .

Access Live Reports via the RingCentral Online Account

Account administrators and Users with administrative privileges can

access Live Reports through their RingCentral Online account.

1. Log in to the RingCentral Online account.

2. Go to Admin Portal > Analytics > Live Reports.

NOTE: Access to Live Reports is controlled via roles and

permissions as set by the Group Manager.

Once you are logged in, you can do the following:
2. Enter a Dashboard Name, then select a Privacy Setting.
• Create a new Dashboard
There are two available Privacy Settings:
• Edit an Existing Dashboard
• Private －visible only to User who created the Dashboard.
• Delete a Dashboard
Only this User can edit the Dashboard as well.
• Duplicate an Existing Dashboard
• Public － visible to anyone who has an access to Live
• Search for a Dashboard Reports but only the creator of the Dashboard can edit.
• Search for a Dashboard 3. Click Save.
• Add New Reports NOTE: If a Dashboard is set to Public, all users with either Full
Access or View Only permissions can access this dashboard.
• Manage a Widget

• Change the Dashboard Layout

• Set the Wallboard View

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RingCentral Live Reports | How to Manage Live Reports Dashboards

How to Edit an Existing Live Reports Dashboard How to Delete a Live Reports Dashboard
1. Click the Edit button. Click the Delete button.

2. Make the necessary changes, then click Save.
How to Duplicate an Existing Live Reports Dashboard

Duplicating dashboards help you save time when creating one. For

example, a User who needs to edit a dashboard but does not have edit
permissions can duplicate the dashboard. Once duplicated, the User
becomes the owner of the duplicated dashboard and can customize it

accordingly.

Typically, a Super Administrator who manages multiple sites can set up a
dashboard to monitor all queues for all the locations. Managers from each
location can then be allowed to clone the dashboard so they can remove

the unnecessary queues. This helps save time in setting up widgets for
every particular location, and the Super Administrator sees the same
metrics and numbers as every site Manager.

Alternatively, a Super Administrator can create an empty dashboard with

all the correct settings or metrics; for example, SLA targets, Queue calls,
etc. The created dashboard can be cloned for every location and relevant
queues can be added.

NOTE: If a Super Administrator sets a particular site (other than

Company) as his/her own, he/she would be automatically restricted to the
site. This happens because the Super Administrator does not have sites to
add or edit.

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RingCentral Live Reports | How to Manage Live Reports Dashboards

Click the Duplicate Button.
2. Type the name of the Dashboard you are looking for in the search
box.

NOTE: The search result/s will appear right below the search box.

3. Click the Dashboard that you want to open from the search
How to Search for a Live Reports Dashboard result/s.
In case there are multiple dashboards, you can search for a Dashboard by
typing the name in the search field.

NOTE: You need to be logged in to Live Reports to be able to perform this

action.
1. Click the Dashboard's drop-down box.

How to Add New Reports
Reports in Dashboards are called Widgets. Add a new Report or Widget
by following the steps below:

1. Click the Add Widget button.

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RingCentral Live Reports | How to Manage Live Reports Dashboards

2. Decide which Widget type needs to be added to the Dashboard. 2. You will see the following options:
Click your choice. • Settings — Select if you want to change the widget settings.
• Duplicate — Choose this option to create a new widget of the
same type settings inherited from the current widget.

• Delete — Deletes the widget.

Click your preferred action.

How to Change the Live Reports Dashboard Layout

All widgets are draggable and can be easily repositioned to a new location
How to Manage a Live Reports Widget
in the Dashboard.
Widgets can be managed once created — you can modify the settings,
1. Select a Widget to reposition. Hover your mouse over the drag-
duplicate or delete them.
and-drop handle located in the top-left corner of the Widget.
1. Select a Widget to manage. Click the three vertical dots button
NOTE: If the drag-and-drop
located in the top-right corner of the Widget.
handle is absent, check the

NOTE: In case the 3 vertical following.
dots button is not present, check the
• Make sure you have Full Access

following:
permissions for Live Reports.

• Make sure you have Full Access • Ensure you are the owner of a
permissions for Live Reports.
dashboard you want to edit.

• Ensure you are the owner of a
• If you don’t own a dashboard

dashboard you want to edit.
and still want to configure a
• If you don’t own a dashboard and
dashboard, you can clone it using
still want to configure a dashboard,
the top toolbar.
then clone it using the top toolbar. 10