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Reports/Analytics: Detailed Data on What Happened in a Call Journey (Call Queue)

To have a detailed call journey report on call queue calls wherein it shows the current status of the call queue members while the call is waiting in the queue. To also show if the pending caller on the call queue during that time has been transferred to the overflow call queue if a) already the 6th caller if the number of callers allowed in queue is 5; b) Reached the maximum wait time; c) No call queue members available during that duration. Can be added to the call details when clicked on Performance Report > Calls. Or it should also be added as a column on Performance Reports > Queues Notes: Submitted on behalf of the customer.

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Jorge shared this idea  ·   ·  Report…  ·  Admin →
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Planned  ·  AdminGurpreet (Principal Product Manager, Platform, RingCentral) responded  · 

Detailed visual Call Journey view for each and every call is going to be implemented in Business Analytics - Call Records widget where for CQ calls, you can expand the entire journey in a separate window and can see all the call legs and times, etc.


But this will be part of Business Analytics Pro tier, and not Essentials. For essentials, it will be a non visual way of showing all call legs between different extensions.

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  • Morgan commented  ·   ·  Report

    Is there a status update for this idea, I recently received an inquiry from a director (manager) asking if this level of details was available?

  • Mark commented  ·   ·  Report

    Accurate call volume is critical to management to understand business performance over time, especially when call queues are added and removed for business need, it becomes harder to understand true call volume changes over time (today, it is impossible to know when calls from one queue transfer into another queue and both queues double-count call volume). True call volume, accurate data, is paramount to managing a business well. The more flexible RC is in allowing a business to add locations, queues, rules, transfers etc., the more important it is to be able to track accurate call volume data through that spiderweb structure.

  • Elena commented  ·   ·  Report

    This is an important reporting feature for our locations.

  • Ryan commented  ·   ·  Report

    Prior phone system had this feature and assumed it would easily be found on RingCentral analytics, but cannot find the details needed. Please add this feature.

  • David commented  ·   ·  Report

    Critical for me to staff properly. I've never had a phone system that does not have this reporting capability.

  • Derek commented  ·   ·  Report

    The ability to report on this was a major reason behind us signing up for RC rather than another provider, to find out now that the reports we need cannot be obtained is not good.

  • Vanessa commented  ·   ·  Report

    Drafting a weekly report, to be sent via email, that outlines the number of calls received by a specific group of extensions. The report should include details such as the source of the calls (DDI, switchboard, IVR), whether the calls were answered or missed, the length of time the caller was waiting, and other relevant metrics.

  • Diana Joy commented  ·   ·  Report

    The capability to generate a call queue report that shows detailed report.
    - Duration of the call
    - Who answered the call
    - Who are the available user did not answer the call
    - Who are the users engage on a call and cannot be answer the call