Ring Group Statistics Report

The Ring Group Statistics report counts the calls a ring group receives and how many of them get answered, both for the group as a whole and for each member. Use it to judge how well a ring group and its members are keeping up with incoming calls. This page walks through opening the report and explains what each metric represents.

Note

A ring group is a set of extensions that ring together (or in a set order) when a call reaches the group, so any available member can pick it up. This report is where you check how much traffic that group handles and how much of it the members actually answer.

Open the report

1. Sign in to the PBX web portal and go to Reports and Recordings > Call Reports.

   PBX stands for Private Branch Exchange, the phone system that routes your organization’s internal and external calls.

2. Open the Default Reports tab.

   

   Note

   Starting with Cloud Voice firmware 84.21.0.117, the CDR module uses a redesigned data structure that presents call details more clearly. (A CDR, or Call Detail Record, is the log the system keeps for each call.) Older CDRs and their associated report data are cleared over time according to your CDR Auto Cleanup setting. Until that cleanup completes, recent and historical data are kept apart: newer data appears on the Default Reports tab, and earlier data on the Call Reports (Legacy) tab.

   The steps here cover report data generated on 84.21.0.117 and later. To review anything recorded before the upgrade, open the Call Reports (Legacy) tab instead.

3. In the Call Center Reports pane, select Ring Group Statistics.

4. Set the filters that define what the report covers.

   

   1. In the Time field, set the date and time range.
   2. From the Ring Group drop-down list, choose one or more ring groups.

   Tip

   Match the time range to the exact period you want to evaluate (for example, one business day or a single week). A tighter range returns faster and makes it easier to spot trends than a wide, catch-all range.

   The report updates to match your filters.

   

Adjust the columns

Arrange the layout so the indicators you want to track stay in view.

• Choose which columns appear: Select the filter icon, then pick the columns to show.

  

• Freeze a column in place: Select the drag handle beside a field and drag it to Left (Freeze Column) or Right (Freeze Column).

  

• Reorder columns: Select the drag handle beside a field and drop it where you want it.

  

Note

These layout changes affect how the report looks on screen. To keep them for next time, save the report to My Reports (see below) so you do not have to set the columns again.

Save, schedule, or download

When the report looks the way you want, you can keep it on hand, have it emailed automatically, or export a copy.

Tip

CDR Auto Cleanup eventually removes the underlying call data. If you need these ring group figures for the long term, download a copy or schedule regular delivery before the cleanup window passes, so the numbers are not lost.

Save to My Reports

Add the report to your My Reports list so you can reopen it without setting the filters again.

1. At the bottom of the page, select Add to My Reports.
2. Enter a name that will help you recognize the report, and adjust the filters or metrics if needed.
3. Select Save.

Schedule automatic delivery

Create a task that emails the report on a recurring basis.

1. At the bottom of the page, select Add to Scheduled Reports.
2. Complete the scheduled task settings to set the recipients and delivery timing.

Download a copy

Export the report to your computer for offline review or further analysis.

1. Optional: Select the settings icon to change how the file is exported, then save your changes:
   • File Format: Choose CSV, XLS, HTML, or PDF.
   • Duration Format: Show every duration field either Display in Second (s) or Display as HH:MM:SS.
   • Export Fields: Export All fields or only the Selected ones.
2. Select Download.

Report metrics

Metric	What it measures
Answered	Number of calls that were answered.
Received	Number of calls that came in.
Answered Rate	Share of received calls that were answered, for the ring group or for an individual member.

Note

Answered Rate is your headline number here: it is the percentage of received calls that someone actually picked up. A low rate for the group can point to understaffing or missed calls, while a low rate for a single member can flag someone who is often unavailable.