Analytics Dashboards and Reports in Ringover allow you to monitor telephony performance in real time and generate in-depth activity reports using AI-powered assistance. In this guide, you’ll learn how to build custom dashboards, configure report metrics, display data on TV screens, and share analytics across your organization.

Prerequisites

• An active Ringover Enterprise account with the Analytics add-on enabled.

• Administrative or supervisor access with permissions to view Team Activity.

Create and customize analytics dashboards and reports

1. Create a dashboard using AI or templates

Start from scratch or use natural language prompts to quickly structure your visual dashboard.

1. Go to Analytics in your Ringover Dashboard.
2. Click on New to open the creation window.
3. Choose your preferred creation method:
   • AI Prompt: Describe the KPIs, widgets, or reports you want to display (e.g., "Create a dashboard with the volume of calls by agent"). You can also ask the AI to rename, modify, share, or delete elements.
   • Pre-built Template: Select either a Blank dashboard to build from scratch or an Activity (Live) template for real-time monitoring.

2. Add and customize dashboard widgets

Organize your operational metrics and define precise filtering rules across each widget. 

1. Click on Add section to insert a new widget block.
2. Select the data metrics you want to display and pick a visualization format.

Available widget categories

Choose the relevant metric set to monitor live operations, team performance, messaging, compliance, or call quality.

• Live & Real-time: Calls in progress, Direct lines, IVRs, Ringing calls, Calls in queue, Queue list, Live agent status.
• Call Metrics & Performance: Total calls, Total call duration, Ringing duration, Avg talk time (in/out), Abandoned time, AHT, Missed calls, IVR tree, Outbound calls, Distinct calls, Transfer rate, Voicemail rate, Long abandon rate, Max wait time, Low quality rate, Tag analysis, Tagging rate, Processed missed calls by channel, Missed calls follow-up, Missed calls handling rate, Missed calls to handle, Handled calls, Queue abandons, Hung up by, Transfers by type/agent, Costs, TFHA (Time to Human), Queue entries, Answer rate, Human answer rate, Abandon rate, Technical failure rate, Dropped calls rate, Call flow (direction → outcome).
• Team & Agents: Activity by agent, AHT by agent, Group ranking, Pauses per agent, Agent irregularities, Activity timeline, Offered calls, Handled calls per agent, Tagging rate per agent, Talk time, After-call time, Activity breakdown, Rejected rate.
• Messages (SMS): SMS volume, SMS fragments, Avg SMS fragments, SMS send failures, SMS blacklisted, SMS ACK latency, SMS conversations, SMS total cost.
• Omnichannel & Meetings: Omnichannel messages, Ranking of omnichannel messages, Omnichannel conversations, WhatsApp (status breakdown, conversations, send failures, ACK latency, total cost), Video meetings, Video call history, Meeting duration, Total meeting duration, Avg session duration, Total recording duration, Distinct participants, Conversations (omnichannel).
• Geography: Calls by country, Calls by city.
• Quality & Satisfaction: Average quality, Quality by connection/provider, Service level within a delay, Service level by agent, Average quality by agent, Advanced service level, CSAT avg. score, CSAT satisfaction, First contact resolution.
• Compliance: Out of hours calls, Avg callback delay, Recurring callbacks.
• Campaigns: Campaign list, Performance by campaign, Campaign calls placed, Campaign answer rate, Campaign completion rate, Scheduled callbacks, Campaign call outcomes, Campaign call distribution, Performance by agent.
• List and logs: Call history, IVR list, Group list, Number list, Calls by line, Transfers by destination group/IVR, Calls by external number, Contact list, Frequent contacts, Most listened recordings, AI analysis.
• Notes : Text notes.

Use AI to add widgets

• Click the AI Chat icon in the top-right corner.
• Select one of the suggested prompts or type in your own request.

Options widgets

Click the three dots in the upper corner of any widget to access management actions:

• Filter: Set specific users, groups, IVR scenarios, and alert thresholds.
• Copy filters: Replicate active filter rules to apply them to other widgets.
• Duplicate: Clone an identical copy of the widget.
• Copy as PNG: Export a snapshot image directly to your clipboard.
• Remove: Delete the widget from your dashboard.

3. Share dashboards and project onto TV screens

Distribute performance views to team members or stream real-time stats on wallboard displays.

Project onto big screens (TV Mode)

Use this to broadcast real-time call center activity across office monitors without requiring login credentials on the display hardware.

1. Click on Share in the top-right corner of your dashboard.
2. Search for collaborators by name or email.
3. Toggle the option Show the same numbers as me if you want recipients to view data strictly based on your visibility scope rather than their own.

4. Select the Project option to generate unique TV projection links.
5. Adjust the projection display settings in the preview window (resolution, zoom, overscan, and display rotation duration).
6. Copy the generated URL and open it on your display screen.

4. Generate and filter detailed reports

Create periodic reports with multi-criteria filtering to analyze call quality and agent productivity.

1. Go to Reports in the left navigation menu.
2. Click on New and choose whether to generate the report manually or with AI guidance.
3. Select your category widgets (e.g., Quality widgets for SLA tracking, or Team Activity widgets for agent performance).
4. Apply primary filters: users, groups, IVRs, queues, call types, or country.
5. Click on More filters to refine by transferred calls, missed calls, call duration, talk time, tags, and date scope.
6. Use Advanced filters to include, exclude, or display matching entries only.

Advanced filters

Call Nature

5. Export your reports

Download your report metrics in PDF or CSV format to share data offline or perform external analysis.

Choose an export format

Select PDF for visual presentations and stakeholder reporting, or choose CSV to export raw tabular metrics for custom spreadsheet calculations.

1. Open the report you want to download.
2. Click on Export in the top-right corner.
3. Select either PDF or CSV.
4. Choose the specific data columns and metrics you want to display in the export file.
5. Click on Confirm export to start the download.

FAQ

🎉 You now know how to create and configure analytics dashboards and reports and can track your team's live performance and historical metrics with ease!