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

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    8 comments  ·  Analytics & Reporting » Other  ·  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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    Mark commented  · 

    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.

    Mark supported this idea  ·