Introduction to the RingCentral Line of Business Analytics APIs
Getting Started with Analytics APIs
The RingCentral Line of Business (LOB) Analytics APIs gives developers access to the data and metrics necessary to help their organizations obtain a deeper understanding of how their team uses RingCentral's voice and telephony service.
Line of Business (LOB) Analytics is a historical call performance analytics offering for RingCentral MVP customers, to help functional managers increase their understanding of their team’s performance across call queues, user groups, and individuals. There are currently two operations that comprise the Analytics APIs to help assess:
- Team’s performance
- Call handling patterns
- Call volume distribution by multiple time intervals
Analytics API is in beta - please request access
To call the Analytics API your application needs to have 'Analytics' permission. If you are using an application that doesn't have that permission, you can reach out to our support team with your application's Client ID and request that the 'Analytics' permission be added.
What can the Analytics API be used for?
Team and individual performance assessment
Managers who have teams set up on call queues, user groups or departments to handle customer queries need to closely monitor the performance of their teams as well as members of the teams to identify areas of improvement.
Operational performance optimization
Managers who are responsible for the customer experience need to ensure customers are being sent in the right direction and are served on time.
Communication effectiveness vs business outcome analysis
Managers can also look at the above-mentioned metrics in conjunction with other business lifecycle data to assess the effectiveness of each of the team members in driving the business outcomes.
What reports can the Analytics API help generate?
The Analytics APIs current supports creating two types of reports:
The Call Performance Aggregate API allows users to get the aggregation of calls count (counter) and time spent (timer) on calls for specified data scopes.
The Call Performance Timeline API allows users to get the view of the count of calls (counter) or time spent on calls (timer) broken down by time frames for specified data scopes. Supported timeframes are Hour, Day, Week, and Month
These APIs can be used to analyze various call-related metrics as stated below:
- Origin (internal or external calls)
- Direction (Inbound or outbound calls)
- Answered and not answered calls
- Types of calls answered and reasons for not answering
- Time spent by the caller in phases of the call such as Setup, Ringing, IVR prompt, Live Talk, Hold etc.
- The time's agents put the caller on hold, park, transferred during the call
- How the call end, did it end after 'livetalk' at a specified extension or got transferred, or sent to voicemail etc.
- Company Hours
- The APIs provide data from the current datetime to the past 184 days for which you can set custom date and time ranges
How is LOB Analytics API different than Call Log API?
Please beware of the known discrepancies between Call Log and Analytics APIs
The Call Log APIs are suitable for detailed analysis of individual calls. The Analytics APIs are suitable for aggregate call analysis. Call log and analytics APIs are two different systems using different data sources (call log uses an older source), 100% match is unlikely, however we are working towards minimizing the gap during the beta stage of Analytics APIs.