Department Monitor Data Specifics 

RingByName offers business owners and managers the ability to monitor and generate reports to measure the efficiency of calls handled by departments within their organization. The Department Monitor tool has various granular data points that we've outlined in detail here to help you best track data in your call reports. 

What information is displayed in the on-demand report?

The on-demand report generates information for the selected department during the timeframe selected. It displays information about the number of calls and how they were handled, providing managers of contact centers and sales organizations a snapshot of the effectiveness of their teams. This information can be used to measure the effectiveness of their teams, gauge staffing levels, reconsider the configuration of their call routing schemes, and various quarterly and yearly business needs. The calculations department monitor uses were updated 4-16-2024 with these metrics in mind. Previous reports will maintain their respective totals/values unchanged.

The information is displayed in two sections, a graphics section displaying key information, and a table with performance metrics for individuals in the department.

 ·        Total Inbound Calls: The total number of calls received by the selected department during the time period selected from external contacts regardless of whether they were answered or unanswered. Voicemails and Callback requests are not included, they are logged as missed calls.

·        Total Outbound Calls: The total number of external outbound calls made by members of the selected department during the time period selected who have flagged their outgoing calls with this department regardless of whether they were answered or unanswered. Users can have outbound calls flagged to a particular department in the 'Ringbyname Setup' > Users section > "Outbound Department"

·        Rollover Calls: The percentage and total of calls received by the department that were sent to its roll-over destination.

·        Abandon Rate: The percentage of calls where the caller hung up while ringing the department or went to voicemail/callback. 

·        Missed Calls: The total number of calls where the caller hung up while ringing the department or went to voicemail/callback.

·        Max Ring Time: Within all of the total inbound department's calls, the single longest ring time someone waited before a call was answered within the time frame. 

·        Handled/Unreturned Calls: The total number of calls that were returned / total number of calls that were not answered. This report generates a list of of these calls for follow-up and tracking. Any unhandled call is automatically marked handled if anyone talks to the same contact within 24 hours of the missed call. After 24 hours it must be marked handled using the unreturned call report options. 
Rollover Rules: If a rollover exists from Department A to Department B, Department A will only get an unreturned call if the caller hangs up while ringing Department A. Department B gets any missed call that rolls over since it will either be missed during Department B ringing or reach Department B voicemail box.
Multiple Day rules: Since a call missed on Monday can be returned on Tuesday, it's statistically possible to have more Handled calls than Unreturned calls.
More information is available here.

·        Top 10 Users/ Extensions with Major Time to Answer: the top ten extensions in the department with the longest ring time until answer in the specified time frame for the department.

·        Top 10 Users/ Extensions with Lowest Total Talk Time: the top ten extensions in the department with the lowest amount of talk time in the specified time period for the department. 

The table displayed just below the graphics section displays individual metrics for each user/ extension in the department (other department calls, internal/direct calls are not included). These metrics can be downloaded as a spreadsheet by clicking on the CSV button located at the top right corner of the table.

·        Agent with Extension: The agent's name and extension

·        Answered Calls: Total inbound calls answered by the user.

·        Outbound Calls: Total outbound calls made by user. Only outbound external flagged with the department are logged. Both answered and missed outbound.   

·        Total Calls: The total of Answered Calls and Outbound Calls. 

·        Total Talk Time: The total time user spent on total calls. This includes ring time for outbound calls. 

·        Avg. Time per Call: Total talk time divided by total number of calls. 

·        Avg. Time to Answer: Average time the user took to answer inbound calls. Specifically the average amount of time the user was ringing for inbound calls. 

What is the Department Monitor?

The Department Monitor is a Contact Center feature which allows managers to keep an eye on the volume of inbound and outbound calls within a department and audit the performance of call representatives, to maintain quality standards, or to assess the staffing levels of a particular department or ring group.

Who can access It?

Access to Call Monitoring reports, as well as the ability to launch live monitoring screens, is restricted to department managers and to system administrators. Within the web application, click on your name located in the top-right corner of the screen and click on "System Administration" in the drop-down menu.

If this option is not visible, you do not have manager permissions or are not a system administrator. For access, please contact your system administrator or RingByName Technical Support at 855-345-7464. 

How do I access Call Monitoring?

Within the web application, click on your name located in the top-right corner of the screen and click on "System Administration" in the drop-down menu.

Click on the 'Call Center' option located along the top navigation area. To generate an on-demand report, select the desired date range, the desired department, and click on search.