Measure and monitor key statistics for process improvement with powerful dashboards and customisable reports
Get better insight into your customer experience and call centre activity with RingCentral Live Reports. Available as an add-on feature to your RingCentral MVP™ phone system, RingCentral Live Reports gives you easy-to-understand dashboards that include helpful information on agent performance and the overall customer service experience.
Colourful dashboards provide a way to look at real-time communications patterns in easy-to-understand charts that can help organisations determine how to drive operational efficiencies or to improve productivity and performance. You can analyse queue data to ensure proper staffing levels or even spot emerging patterns in call traffic to prevent queue overload.
Live Reports provide comprehensive insight into general productivity metrics, such as time on call and time between calls, as well as calling patterns. In addition, you can access missed calls, abandoned calls, number of voicemails received, and other customer service related information. Data is configurable through many lenses, including on user, department, location, and organisational levels.
Your administrators, sales, and customer service employees can view and monitor key performance indicators as well as implement service level agreements to work towards. This is beneficial for improving quality of service, assessing operational efficiency, and evaluating trends. In addition, employees gain a simple, visual way to view their own communication patterns to better manage their workday. Dashboards can be converted into wallboards for better visibility and made public or private depending on who you want to access the data.
Instant access to actionable insights is essential when managing a global, mobile, and distributed modern workforce. This requires a set of analytics that reflect how workers are communicating, enabling organisations to precisely understand employee engagement anywhere in the world, from any device.