Rainbow Office Analytics Portal Performance Report Overview

March 15, 2021
Article : 010512

This article provides information on Performance Reports for the Rainbow Office account.

Performance Report Overview

Features and Benefits 

Limitation

How to access the Performance Report 

Performance Report Tabs

What are the Features and Benefits of the Performance Report?

Key Performance Indicators (KPIs) for a deeper understanding of performance

Modern interface, with fast performance

Targeted filters available for all reports providing better investigation

Highly customizable reports to individualize reporting experience

Enhanced capabilities to better match customer behaviors 

What is the limitation of the Performance Report?

The Performance Report does not provide data on ring groups or virtual extensions.

How to access the Performance Report?

1. Log in to your Rainbow Office online account

2. Navigate to Admin Portal > Analytics > Performance Reports

What are the Performance Report Tabs?

Queues

Users

Calls

Meetings

 

Queues

This portion is composed of the KPIs, Trend, and the Queues sections. The Queues tab allows you to filter the report according to Queues, Call Type, and Call Length.

Queue KPIs section

This section lets you customize which Queues metrics should be presented on Trend as well as the top KPI section. Selected metrics appear as tabs that can be clicked.

Trend section

This part displays a graphical presentation of the selected data from the Queue KPIs section. The selected metrics data is presented on an hourly basis. Click on different metrics from the KPIs section to switch to another graph.

 

Users

User performance in the context of inbound and outbound calls for the call segment that is relevant to each user. If User Groups are in use (Ultimate and Premium plans), only users from queues and defined user groups are available for monitoring. 

This portion is composed of the Total KPIs, Trend, and the Users sections. The Users tab allows you to filter the report according to Users, Call Type, Queue Calls, and Call Length.

Total KPIs section

This section lets you customize which Users metrics should be presented on the Trend section. Selected metrics appear as tabs that can be clicked.

Trend section

This part displays a graphical presentation of the selected data from the Total KPIs section. The selected metrics data is presented on an hourly basis. Click on different metrics from the KPIs section to switch to another graph.

Users section

This section displays a report with the following data: Name, Extension, Total Calls, Average Calls/Day, Number of Inbound, Number of Outbound, Number of Answered, Number of Voicemail, Number of Missed calls (with Voicemail), Total Handle Time of inbound calls, and Total Handle Time of outbound calls.

 

Calls

The Calls tab lets you search for calls, filter Users, Call Type, Queue Calls, and Call Length. The search result will then display the following information:

the callers' numbers

the numbers called

the result of the call

the length of the call

the inbound handle time

the call's start time

the call's direction

the number of queues the call went through (visible when the call card is expanded)

the session map (visible when the call card is expanded)

 

Meetings

This tab lets you view the team's meetings activities and gives you access to the following information:

All scheduled meetings

Meetings the team members have participated in

Date and time of the meetings

Duration of the meeting

With this information, you can further search for the meeting ID, topic, username, and narrow down your search using filters for Users, User Groups, and Departments.

 

Meetings KPIs

Topic/Meeting ID

Number of participants

Endpoints

Host

Length

Start time

End time

Activities (audio, video, screen share)

Each meeting displays the following information:

List of participant names

Endpoints used

When did participants join and leave the meeting

Activities (audio, video, screen share)

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