Engage Voice: Analytics and Reporting

Engage Voice: Analytics and Reporting

This course helps you become familiar with the analytics and reporting features of the RingCentral Engage Voice platform.

About this course

Overview

This course helps you become familiar with the analytics and reporting features of the RingCentral Engage Voice platform. You will learn how to configure custom real-time dashboards to streamline the monitoring of your contact center performance and improve decision making. You will also discover numerous report downloads for historical reporting and detailed analysis. Learn how to use the reports for tracking KPI metrics over days, months, and even years.


Objectives

  • Gain an understanding of Engage Voice analytics and reporting
  • Leverage real-time dashboards
  • Become familiar with historical and real-time reports
  • Leverage reporting capabilities for decision making

Agenda

  • Introducing Engage Voice Analytics
    • Analytics and Reporting access and features
  • Configuring real-time dashboards
    • Adding widgets
    • Removing widgets
    • Using the pop-out feature and wallboard
    • Using the chart view
    • Configuring rules
  • Understanding report categories
  • Generating historical reports
    • Configuring and viewing historical reports
    • Scheduling reports
  • Generating real-time reports
    • Configuring and viewing real-time reports

 


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

Engage Voice: Analytics and ReportingLevel 1

  • Introduction to Analytics and Reporting 1 min
  • Configuring Real Time Dashboards 23 min
  • Generating Reports 19 min
  • Additional Resources
  • Downloadable Agenda 5 min
  • Job Aid: Engage Voice: Configuring Real-Time Dashboards 5 min
  • Training Satisfaction Survey
  • Training Satisfaction Survey

About this course

Overview

This course helps you become familiar with the analytics and reporting features of the RingCentral Engage Voice platform. You will learn how to configure custom real-time dashboards to streamline the monitoring of your contact center performance and improve decision making. You will also discover numerous report downloads for historical reporting and detailed analysis. Learn how to use the reports for tracking KPI metrics over days, months, and even years.


Objectives

  • Gain an understanding of Engage Voice analytics and reporting
  • Leverage real-time dashboards
  • Become familiar with historical and real-time reports
  • Leverage reporting capabilities for decision making

Agenda

  • Introducing Engage Voice Analytics
    • Analytics and Reporting access and features
  • Configuring real-time dashboards
    • Adding widgets
    • Removing widgets
    • Using the pop-out feature and wallboard
    • Using the chart view
    • Configuring rules
  • Understanding report categories
  • Generating historical reports
    • Configuring and viewing historical reports
    • Scheduling reports
  • Generating real-time reports
    • Configuring and viewing real-time reports

 


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

Engage Voice: Analytics and ReportingLevel 1

  • Introduction to Analytics and Reporting 1 min
  • Configuring Real Time Dashboards 23 min
  • Generating Reports 19 min
  • Additional Resources
  • Downloadable Agenda 5 min
  • Job Aid: Engage Voice: Configuring Real-Time Dashboards 5 min
  • Training Satisfaction Survey
  • Training Satisfaction Survey