Introducing the Ring Groups Summary report (beta)

In the release 2.2, as part of the migration to our new analytics platform, we have migrated and enhanced the Ring Groups report and are offering it as a beta version. We expect to discontinue the legacy Ring Group reports in the next several months. This report contains the same metrics offered in the legacy reports, with significant improvements in usability and performance.

The enhanced Ring Group Summary report will replace the legacy Ring Group Listing and Ring Group Detail reports. With the enhanced Ring Group Summary report in beta, you can:

  • Enjoy easier and faster reporting.
  • Enjoy more flexible metric comparisons.
  • Access related call records easily (Let’s say a ring group shows a few abandoned calls, simply sort and find the call detail records of abandoned calls.)
  • Filter ring group data by sites.
  • Access call details records for every call handled by ring groups. Take a deeper look at the call legs or simply view the call summary.
  • Download member summaries for any ring group. (New)
  • Select the desired columns in your report to meet your business needs.

Note: The beta report does not include the following time metrics:

  • Call time, Total call time, Average call time
  • Ring time, Total ring time, Average ring time
  • Abandoned, Total abandoned time, Average abandoned time

To access the Ring Group Summary beta report:

  1. Log into Virtual Office Analytics.
  2. Go to Ring Group > Ring Groups Summary (beta) from the menu. The Ring Group Summary report launches.



Ring Group data charts

You can access comparative data for all ring groups using the following data charts:

  • The Call Volume Comparison chart offers comparative metrics for total inbound, answered, missed, abandoned, and voice calls
    .
  • The Call Time Comparison chart shows comparative metrics for total talk time for all the ring groups.
  • The Average Time Comparison chart shows comparative metrics for average talk time, average call time, and average ring time for ring groups.

Access Call Detail Records of ring group calls

The new report now offers integrated call detail records (CDRs) for all ring group calls. You can access CDRs related specifically to the displayed summaries, and can download them as call records or call legs. Learn more.ClosedCDRs can be presented as Call Records or Call Legs. The Call Record is a single record view of the overall call designation and metrics and is represented by a single Call ID. The Call Leg provides detailed metrics for each individual call segment within the same call journey and is represented by a Call Leg ID associated with the Call ID. Call Legs (Simplified) does not include child calls (e g. ring group offers).

Let’s say you are reviewing call details of a transferred ring group call, it is currently presented as two individual call legs with detailed call data. While the individual call leg metrics are quite helpful for investigation or analysis, they can be challenging to consume. For example, if you want summary values by call for metrics such as total talk time or total ring time of the entire call, you would need to sum up those time metrics of the two individual call legs. With CDRs presented as call records, you can get the consolidated data in a simple click.

To access call details records for ring group calls:

  1. Log into Virtual Office Analytics.
  2. Go to Ring Group > Ring Group Summary (beta) from the menu. The Ring Group Summary report launches.
  3. Scroll down, click View. A pop-up window launches presenting the call detail records.
  4. If you wish to view detailed call legs (formerly the default view), select Call legs from the menu.

Glossary: Ring Group Summary

This report tracks call traffic and average call handling times for each ring group.

Column Description
Ring Group Extension Extension number of the ring group
Ring Group Name Name of the ring group
Total Members Total members of the ring group
Total Calls Total number of calls received by the ring group extension that were answered or missed (Abandoned or Voicemail)
Answered Total number of calls answered live by a ring group member.
Missed Total number of calls that were answered live (includes calls that reached voicemail and/or were abandoned).
Abandoned Total number of incoming calls abandoned by callers before being answered live or reaching voicemail.
Voicemail Total number of calls that reached voicemail.
Total Talk Time Total duration of the live answered calls (Stop Time, minus Answer Time).
Average Talk Time Average duration of calls answered live.
Active Number of calls currently active for that extension.

Glossary: Ring Group Member Details

This report tracks call traffic for each ring group member. If Joe and Robin are members of the Support ring group, you can now track the number of calls each member has answered, their total talk time and more.

Column Description
Ring Group Extension Extension number of the ring group
First Name Name of the ring group
Last Name Total members of the ring group
Total Calls Total number of calls received by the ring group extension (answered, abandoned, or missed)
Answered Total number of calls answered live by a ring group member.
Advanced Total number of calls that were answered by the ring group member but advanced to another ring group member.
Voicemail Total number of calls that reached voicemail.
Total Talk Time Total duration of the live answered calls (Stop Time, minus Answer Time).
Average Talk Time Average duration of calls answered live.