Ring group statistics, missed calls and repeat callers

Ring group statistics show how your enhanced ring groups did over a day, a week or longer: how many calls were answered, which members missed calls, and which callers called more than once.

This feature needs the Contact Center Lite or Contact Center Pro plan. See plans and pricing

Some labels in your portal or apps may look slightly different from this guide.

Run a report

1. 1
   Step 1:

   Open ring group statistics

   In the admin portal, go to Statistics and open the enhanced ring groups reports.

2. 2
   Step 2:

   Set the filters

   Choose a Date Range, then the groups and members you want. You can also filter by caller, call length and hold time.

3. 3
   Step 3:

   Pick the report type

   Choose Summary, Member or Enhanced Ring Group.

4. 4
   Step 4:

   Add reports

   Select the green plus beside each report you want. It moves to Selected reports.

5. 5
   Step 5:

   Run them

   Select Show. The results open in a separate window.

Reports you can run

Work with the results

• Hover over the top left corner of a report to see the filters you used.
• Sort any column, search the results, or switch to a graph.
• Download a CSV or PDF file, print the report, or email it.
• Open the breakdown to list the calls behind a number.

Play a recording from a report

In a breakdown, a Call ID marked REC has a recording. Select it to open that call and play the recording. A Call ID without the mark opens the same view with the call's details only. Recordings are kept for 30 days. Recording and monitoring laws vary by state, and your company is responsible for any notice and consent they require.

Get reports by email on a schedule

Contact Center Lite includes scheduled reports with automated delivery.

1. 1
   Step 1:

   Open scheduled reports

   Find scheduled reports in the Statistics area of the admin portal. If you can't find them, contact support.

2. 2
   Step 2:

   Add a report

   Choose the enhanced ring groups type, name the report and turn it on. Pick how often it runs: hourly, on chosen days of the week, monthly or yearly.

3. 3
   Step 3:

   Choose what's in it

   Pick the reports, a period such as Last Week, and the groups and members to include.

4. 4
   Step 4:

   Set delivery

   Turn on email, enter who gets it, and choose an HTML, PDF or CSV attachment.

5. 5
   Step 5:

   Save

   Select Save, or Save & Run to send the first one now.

Troubleshooting

• No ring group reports, or the scheduler says it isn't running. These reports rely on a setting CallSprout manages. Contact support.
• A member's numbers look too low. A member's own call settings, such as forwarding, can affect whether some group calls are counted. Contact support to check the group's settings.

Don't see this option? Contact support and we'll set it up for you.