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Ring Group Call Data Reporting Glossary

Overview 

The Ring Group Call Data dashboard provides a real-time view of all call activity in any designated Ring Group in 8x8 cloud phone system. Using these stats, you can monitor the performance of agents assigned to the ring group. This report presents the call details of all calls processed by ring groups. You can view all attempted calls, or filter to view only answered calls.

Applies To

  • Analytics for 8x8 Work

Features of Report

  • View data on individual calls handled by agents within a Ring Group
  • Get a clear view of real-time call activity in a ring group to track the quality of your call center service

Glossary

Column Description
Ring Group Extension Extension number of the ring group
Ring Group Name Name of the ring group
Total Members Total number of members that were offered calls
Total Calls Total number of unique calls received by the ring group extension that were answered or missed.
Answered Number of incoming calls answered live; includes repeat answers within the same Call ID.
Total Answered Total number of incoming calls answered live.
Missed Number of calls that were NOT answered live; includes repeat interactions within the same Call ID.
Total Missed Total number of incoming calls that were NOT answered live.
Abandoned Number of incoming calls abandoned by callers before being answered live or reaching voicemail; includes repeat interactions within the same Call ID.
Total Abandoned Total number of incoming calls abandoned by callers before being answered live or reaching voicemail.
Voicemail Number of incoming calls that reached voicemail.
Total Voicemail Total number of incoming calls that reached voicemail
Total RG (Ring Group) Time Total time spent (ring time + talk time + voicemail time) by callers in a specific ring group. It includes multiple visits during the same call. 
Total Ring Time Total time callers experienced ringing. This is the cumulative time spent ringing for ring group members before being answered or missed.
Total Talk Time Total time all callers engaged with a ring group member. This is the total duration of the live answered calls (Stop Time, minus Answer Time).
Total Abandoned Time Total time callers waited, since the last successful transfer, before disconnecting. Cumulative duration of all abandoned calls to this ring group extension (all calls where caller ends the call before being answered). Abandoned Time for ring group is time spent where the caller ends the call after it was transferred to the ring group extension, but before being answered.
Average RG time Average time (ring time + talk time + voicemail time) spent by callers in a ring group.
Average Ring Time Average time a caller experienced ringing.
Average Talk Time Average time a caller engaged with a member.
Average Abandoned Time Average time a Caller waited, since the last successful transfer, before disconnecting.
Site Site that the ring group is assigned to.