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  1. Call should not be detected as missed if it was answered elsewhere

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    3 comments  ·  Analytics & Reporting » LOB  ·  Admin →
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    Implemented  ·  AdminGurpreet (Principal Product Manager, Platform, RingCentral) responded

    We have this problem in performance reports, but this is no more a problem in Business Analytics since Jan 2026.


    In Business Analytics, we have a separate Call Result for Abandoned, Missed with VoiceMail, Missed without Voicemail, and Answered Elsewhere (for simultaneous ringing) w.r.t user dimension.

    We have a BA dictionary explaining this -https://support.ringcentral.com/article-v2/Business-Analytics-data-dictionary.html?brand=RingCentral&product=RingEX&language=en_US


    and soon in a couple of weeks we will publish a detailed knowledge base article on how to check metrics in business analytics and filter "answered elsewhere" calls.

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    Faizaan commented  · 

    Very important that this is implemented as a standard and not an option. For businesses that get lots of calls, it is imperative to clear notifications and ensure there is alignment with the mobile device, phone device and/or computer when using it on one. This allows clarity regarding any people to call back and ensure that nothing is missed. Really really hoping its implemented ASAP.