Reporting provides immediate access to critical information for making data-driven decisions and optimizing your call flows.

Call reporting is available throughout the portal to give you immediate access to critical information you can use to make data-driven decisions for optimizing your call flow. To access the central reporting function, click Reporting in the left navigation panel and then click the report you want to open.

You can configure the reporting screen and save the configuration as a custom report for yourself and other admins to use. See How to Save a Custom Report later in this article. If you don't want to open a custom report, click Default.

The reporting feature lets you quickly drill in and sort all of your data streams to gain actionable insights into your entire business with flexible Reporting Filters.

Ringba aggregates as much data as possible about the people who call, and those who don’t, to give you mission-critical access to optimization data you won’t find anywhere else, with industry-leading attribution and Reporting Tags.

Exporting data from the Reporting interface is easy. Each panel has its own export functionality so you can generate reports specific to the data you need.

The Reporting interface contains four parts:

• Reporting Panel
• Timeline
• Summary
• Call Details

The following sections describe these parts in more detail.

Note: The Reporting Panel and Summary are subject to a rate limit of 5 calls/second or 80 calls/minute. This limit applies to all users in your account, across this screen and the related API calls. For example, you could have five admin users loading the Reporting screen at the same time, but if a Get Logs API request came in during the same second, it would fail.

If you exceed the rate limit, the system returns an error message similar to this:

The message (Your account has been rate limited at the '[time]' for the resource '[resource name]') specifies whether you exceeded the per-second or per-minute limit. It also includes the name of the resource you requested too many times.

Reporting Panel

The Reporting Panel is where you configure, sort, and filter the data in the report. When configuring reports, the Reporting Panel is where you can find the Reporting Filters that you can use to drill-down and find the exact data you need to analyze your campaigns and call flows. You can combine multiple filters by using AND/OR logic to filter it in different levels. It's also possible to copy and filter using this option in the Call Details section.

You can find more detail about these controls in the Reporting Panel article.

Timeline

The Timeline visuals display data using easy-to read charts. Chart data is organized into bars and lines to show different data types for easy comparison. The bars on the chart are always represented by the number of calls for your current configuration.

The Timeline view makes it easy to zoom in and out to isolate calls from a specific time range. Simply click-and-drag or click on the chart to select and jump to a new time range.

Summary

The Summary groups, filters, and aggregates statistical information into easy-to-read totals. It includes the most popular filters, and a drop-down menu for selecting more detailed Tags. This report is useful for drilling deeper into the causes of conversions and which segments of users are the most profitable for your business.

To export and download a copy of your call statistics, adjust your filters and click the Export CSV" button in the upper right of the panel.

Call Details

The Call Details section provides expanded information about each call included in the report. This report is where you can find specific information about every call that happened within your filters.

You can find a detailed description of the information available in this table in the Call Details Report article.

Each row shows a triangle in the upper left corner. The color of the triangle indicates the status of the call:

• Green: Live
• Red: Blocked
• Yellow: Completed-No Conversion
• White: Completed-Conversion

Click the arrow icon to the left of the call date to reveal even more detailed information about the call. A streamlined view appears with tabs for Events, Record, and Tags. You may also see tabs for Ring Tree Events or Transcription.

On the right side of the rows in the Call Details table appear the Recording URL, Transcript, and Actions columns:

• Recording URL: If the call has a recording, you can click the play button in the Recording URL column to listen to the recording. When you click the button, an audio player panel appears to help you control the recording and jump to the transcript.
  

• Transcript: If the call has been transcribed, you can see the transcript by clicking the icon in the Transcript column. See the Call Transcription article for more information.

• Actions: Using the icons in the Actions column, you can block phone numbers from calling again, add a custom Annotation Tags, or adjust the call payments.

You can bulk select up to 10 rows for adding tag annotations or blocking caller IDs. Just click each row you want to select. If you select the wrong row, you can undo the selection by clicking the row again, or you can click the Clear Selection button to deselect all rows.

To customize the columns in your report, click Customize Columns and select the columns that you would like to show in your report. You can even select tags to display as columns to add more insight to your reports.

You can multi-sort the columns if you hold SHIFT and click on multiple columns to sort on them . The sorting priority will be displayed beside the column name. Simply click-and-drag the column headers to reorder them to best suit your needs.

To export and download a copy of the Call Details Report, click the Export CSV button in the upper-right corner of the panel. The export will include all of the data from every page, not only the visible page which means this download may take longer than others due to data size.

How to Save a Custom Report

You can save a Report at any time by creating a Custom Report. Custom Reports are saved reporting configurations that can be quickly accessed from the main menu under Reporting.

To save your current reporting configuration as a Custom Report, navigate to the top of the Reporting interface, give your report a name, and click Save.

You can save your report as Personal or Shared. A Personal custom report can be viewed only by the user who created it, while a Shared custom report is available to other account admins.

Custom Reports can be created by any user and will appear under the Reports tab in the menu panel.

Reporting FAQ

What is the difference between filtering vs sorting?

Filtering refers to changing the set of data you are currently viewing. This can be done adding Reporting Filters, updating the Date Range, etc. Sorting refers to arranging the order of your current report to make it easier to understand and analyze.

What is “Inbound ID” and why is it important?

Inbound ID is the unique identifier associated with each call transaction. Whenever possible, you will want to use the Inbound ID when troubleshooting or looking into a specific issue with a call. You can find the Inbound ID under the Call Record in the Call Details Report.

What are tags and why are they important?

Tags are applied to calls and can be used in a variety of ways throughout the Ringba platform. Ringba automatically applies a variety of tags to your call, in addition to custom tags that can be added by users. Tags can be used for routing calls which makes them powerful tools for building dynamic call flows.

Can my publisher users see tags in the Reporting?

Publisher users can see the tag values that are relevant to them, such as data they generated. By default, publisher users cannot see the tags that Ringba generates, such as IVR results.

Note: If you want to share these tags with your publishers, you can contact Ringba Support and request to  share the tags. However, if you request this change, the tags become available to all publishers.

What should I do if I hit the rate limit on this screen?

The rate limit on this screen is 5 calls/second or 80 calls/minute. That means up to 5 users can access the reports in the same second, but if any more users try in the same second, they will receive an error. If you receive this error, you should be able to wait a few minutes (or even a few seconds) and try again.

What should I do if I need help with Ringba Reporting?

If you have any questions or need additional help, please reach out to our support team via chat or email at support@ringba.com.