Engage Digital: Analytics and Reporting

Engage Digital: Analytics and Reporting

If you are an administrator or a leader within your contact center interested in accessing analytics and reporting, this course shows you how to view and access metrics that are important to your success.

About this course

Overview

If you are an administrator or a leader within your contact center interested in accessing analytics and reporting, this course shows you how to view and access metrics that are important to your success. Gain insight into analytics features available in the RingCentral Engage Digital platform. Access and modify dashboard views, generate reports, and export journal information. Along with accessing this information directly, discover how to set up automated processes to make you more efficient in your day to day activities.


Objectives

  • Understand the analytics generated by the platform
  • Leverage different dashboard views for presenting analytics
  • Generate and access reports
  • Export data directly from the platform for analysis
  • Automate the data export process
  • Utilize journals to view all interactions based on different criteria

Agenda

  • Introduction to RingCentral Engage Digital Analytics
    • Understanding Analytics
    • Accessing Analytics
  • Managing Dashboard Views
    • Viewing the Dashboard
    • Using filters
    • Understanding the Dashboard structure
    • Leveraging targets
  • Using Reporting Groups
    • Types of reporting groups
    • Volume reports
    • Activity tracking
    • Introduction to full time equivalent reporting
    • Quality measures
  • Generating Reports
  • Exporting Data
    • Manual data export
    • Automatic data exports
  • Viewing the Journal

Copy this link to share this course: https://university.ringcentral.com/series/engage-digital-admin/engage-digital-analytics-and-reporting-1

Engage Digital: Analytics and ReportingLevel 1

  • Introduction to Analytics and Reporting 1 min
  • Accessing Analytics 1 min
  • Using Dashboard Features 6 min
  • Generating Volume Reports 6 min
  • Generating Activity Tracking Reports 5 min
  • Generating Quality Measures Reports 4 min
  • Exporting Data Manually 3 min
  • Exporting Data Automatically 3 min
  • Analyzing the Audit Log 2 min
  • Downloadable Agenda 5 min
  • Training Satisfaction Survey
  • Training Satisfaction Survey

About this course

Overview

If you are an administrator or a leader within your contact center interested in accessing analytics and reporting, this course shows you how to view and access metrics that are important to your success. Gain insight into analytics features available in the RingCentral Engage Digital platform. Access and modify dashboard views, generate reports, and export journal information. Along with accessing this information directly, discover how to set up automated processes to make you more efficient in your day to day activities.


Objectives

  • Understand the analytics generated by the platform
  • Leverage different dashboard views for presenting analytics
  • Generate and access reports
  • Export data directly from the platform for analysis
  • Automate the data export process
  • Utilize journals to view all interactions based on different criteria

Agenda

  • Introduction to RingCentral Engage Digital Analytics
    • Understanding Analytics
    • Accessing Analytics
  • Managing Dashboard Views
    • Viewing the Dashboard
    • Using filters
    • Understanding the Dashboard structure
    • Leveraging targets
  • Using Reporting Groups
    • Types of reporting groups
    • Volume reports
    • Activity tracking
    • Introduction to full time equivalent reporting
    • Quality measures
  • Generating Reports
  • Exporting Data
    • Manual data export
    • Automatic data exports
  • Viewing the Journal

Copy this link to share this course: https://university.ringcentral.com/series/engage-digital-admin/engage-digital-analytics-and-reporting-1

Engage Digital: Analytics and ReportingLevel 1

  • Introduction to Analytics and Reporting 1 min
  • Accessing Analytics 1 min
  • Using Dashboard Features 6 min
  • Generating Volume Reports 6 min
  • Generating Activity Tracking Reports 5 min
  • Generating Quality Measures Reports 4 min
  • Exporting Data Manually 3 min
  • Exporting Data Automatically 3 min
  • Analyzing the Audit Log 2 min
  • Downloadable Agenda 5 min
  • Training Satisfaction Survey
  • Training Satisfaction Survey