We're updating our
call queue reports feature for RingCentral Office administrators to provide data in a clearer format and overall better performance.
What is changing?
Current View - User Activity
We removed the "average calls per hour" metric due to inaccuracy. Average call per hour was calculated based on 24 hour period, not on how many hours a user was available or logged in.
New View - User Activity
After the changes, you'll see metrics are divided into individual users inbound and outbound call metrics.
Current View - Queue Activity Detail
We are removing a specific contact missed a call, because a call queue misses a call, not an individual user.
New View - Queue Activity Detail total
This is how the new Queue Activity Detail will appear after your account has been updated.
What is changing?
- New columns added to User Activity
- Removal of confusing columns from Queue Activity Detail
- These changes will be reflected on your account between March 14 -17, 2017.
Current View - User Activity
We removed the "average calls per hour" metric due to inaccuracy. Average call per hour was calculated based on 24 hour period, not on how many hours a user was available or logged in.
New View - User Activity
After the changes, you'll see metrics are divided into individual users inbound and outbound call metrics.
Current View - Queue Activity Detail
We are removing a specific contact missed a call, because a call queue misses a call, not an individual user.
New View - Queue Activity Detail total
This is how the new Queue Activity Detail will appear after your account has been updated.
