Course Overview
IntermediateRingCentral
RingCentral: Dashboards, KPIs, & Analytics For Admins
This course helps administrators and team managers use RingCentral’s Analytics in the Admin web portal to monitor call activity, define and track KPIs, and turn trends into actions. Learn to navigate dashboards, apply filters, interpret queue and user metrics, set up subscriptions, and export data for leadership reporting.
Why this course matters
- Improve service reliability by watching leading KPIs and adjusting staffing/routing before issues escalate.
- Defend business decisions with real numbers rather than guesses.
- Automate reporting so you focus on improvement instead of data gathering.
- Boost client experience by acting on trends early.
Who should attend
- IT administrators and telecom managers responsible for service quality.
- Customer service leaders, contact centre supervisors, and operations managers monitoring performance.
- Business analysts, product managers, and executives using call data for planning.
What you’ll learn
- Access and roles - How analytics access works, what different roles can see, and how privacy/sharing modes affect dashboards.
- Key performance indicators - Average Handle Time, First Call Resolution, Customer Satisfaction, Net Promoter Score, Call Abandonment Rate, Average Speed of Answer and Call Transfer Rate, and how they are calculated and interpreted.
- Volume and trend analysis - Tracking total versus missed calls, identifying peak hours and understanding call patterns over time.
- Agent and group performance - Evaluating talk time, hold time, after‑call work and identifying coaching opportunities.
- Quality of Service and voice quality - Spotting and triaging call-quality issues across apps and devices to protect user experience.
- Subscriptions and exports - Scheduling automated email reports and exporting charts/tables for leadership updates.
Practical applications
- Build custom dashboards showing call volumes, missed calls and peak traffic to inform staffing decisions.
- Shorten handle time by diagnosing excessive hold/transfer patterns and coaching on call handling rules.
- Proactively manage quality by setting alerts and reviewing QoS reports when call experience degrades.
- Leverage AI transcription and sentiment analysis to discover themes in customer conversations and adjust processes accordingly.
Syllabus
Prerequisites
- Admin or manager-level access to RingCentral Analytics.
Instructors
Output Workshop