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This reply was created from a merged topic originally titled Summarized Data in Call Reports. We are having issues with the "summary" of your data files. It seems that when we download, it will not summarize each user, and instead just compile the user into multiple lines instead of just one. We would like the summary of each user set to one line in the .csv file so that we can easily implement it into our records.

This reply was created from a merged topic originally titled Call logs need to be in a more useful format.. I have been trying to get the call log into a useful form for a few days now, without luck. Downloading the Excel file gives you a mishmash of information that, even when parsed, is incomplete.

The call logs show "From" - "To" - "Extension" - "Forwarded To" - "Name" columns, but have duplicates across multiple fields. In addition the direct line for a user is not easily associated with that user's name.

Trying to create a table/pivot table of the information to get a TOTAL TALK TIME and a TOTAL NUMBER OF CALLS (Inbound and Outbound) for each user is basically a nightmare and requires several hours of manual manipulation to get all users accounted for, and even then the totals are inaccurate when tracked against our internal counts.

I'm looking to get useful information either from the Call Logs or Reporting function that makes this easy to see, and the best that RC has been able to do is tell me to suggest it here. When a basic function like reporting doesn't provide useful information it really doesn't reflect well on the product. I'd suggest getting this resolved or RC will be left by the wayside in a hurry.

Note: This conversation was created from a reply on: Call Log vs Reports - What is included?.

This reply was created from a merged topic originally titled Reports. please add Reports on all calls forwarded to each user, on the reports tab.

This reply was created from a merged topic originally titled Can hiearchy layers be created in Ring Central reports?. Reports in Ring Central would be beneficial if we can add reporting structure to reports.  I can manage groups results with this feature.

This reply was created from a merged topic originally titled Improved Call Reports and Logs Desperately Needed.

The current summary and detailed activity logs, as well as the activity reports in RingCentral are terrible and desperately need revamping.  If RingCentral really wants to support enterprises more effectively this is critical to address.

There is no simple report that shows single rows which display inbound calling number and who took the call.  Instead there is some kind of train wreck report where you have to dig through every extension in a queue for every call to see who took the call, and the inbound number is not even on the row so downloading this report for analysis of who took what calls and the outcome of each inbound call (recieved by a rep (rep name), missed, or voicemail) is nearly impossible to analyze in Excel.  

Also the summary online report showing # of inbound calls by rep does not function for softphone reps.   If I get 80 calls inbound in a day, it shows zero next to every rep as if all those calls never got answered by anyone on my team, though all the calls were taken and recorded by RC.

I've noted these flaws for 4 years now, falling on deaf ears at RingCentral.
Someone needs to take charge of call reporting and logs at RingCentral as the reporting provided is nearly useless and definitely no where near acceptable for any mid size company.  

If RingCentral really wants to make inroads in the mid size company market, somebody needs to get hot and urgent on fixing and improving the reporting.

Does it really take over 5 years or basically impossible to provide reports that:
1) Show who called in and who took the call
2) How many inbound calls each softphone employee received

Its not like this as hard as building a space shuttle.

This reply was created from a merged topic originally titled Filter Reports and Call Log by the Field "Department". We need a better way to filter o create more accurate Reports from the Report Area or from the Call Log area.  One of the fields could be very useful is using the field " Department".
We have more than 70 users and create reports without a template, always is time consuming.

This reply was created from a merged topic originally titled Poor Performance of Running Reports. Changing a single filter in any of the reports causes the website to reload everything involved, which can easily take 1+ minutes.  If I'm changing multiple filters, this ends up with a refresh after each filter....taking 5-10 minutes to just run a single report.

This could be easily solved by adding a "Refresh" or "Load" button to click once all filters are adjusted as needed to prevent the multiple unnecessary refreshes.

It also doesn't help that the Date filters seem to always be set to a date range back in October whenever I load the Reports(10/12/14 to 10/26/14).  Either don't populate the report contents until I select the filters, or choose a more current date range.

This reply was created from a merged topic originally titled reporting. 2 Report Questions:
1. I am unable to get reports for the previous day's queue activity.
At what time of day to reports sync.

2. What is the difference between missed/voicemail as defined by RC
The voicemail counts on my queue aren't working- and I'm trying to find basic answer rates (super frustrating!)

This reply was created from a merged topic originally titled More explanation about Reports. I'm trying to get some info using the Report functionality from the Portal and I'm still a little confused, as you see in this screen shot, it seems like the user is having calls at 5am and stoping around 4pm...
The time zone is properly setup but the time showed is not accurate...
By other hand, the Average Call Duration/User shows 05 hours :15 min :30 sec?, or this should be read like 5 min: 15 sec: 30 milisec ?