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Connecting People to RingCentral

VOIP call data and analytics

15th August 2016

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Yellowfin’s RingCentral connector provides insightful access to your operational phone system data, giving you the ability to visualize and manage your inbound, outbound, and team performance. Garnering insightful information into your phone system data will ensure that you discover ways to improve your team’s performance in this critical customer experience channel. Discover a new way to look at your phone system data so you can staff correctly, predict trends, find routing problems, and ensure the highest level of customer success through improved team performance.

Yellowfin makes connecting to RingCentral and sharing insights easy:

1. Install your connector 2. Connect to your account 3. Pre-packaged content 4. Share live insights 5. Create custom reports (optional)

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Install your Connector

Add a New Data Source a) Log into your Yellowfin Server

(The User must have permissions to add a new Data Source)

b) Click Create and select Data Source

Upload new connector If you can see the icon for the RingCentral Connector at the New Connection step, then you can skip to step Connect to your RingCentral account. Otherwise you will need to select the Not here? links.

Search Marketplace - download your connector from the Yellowfin Marketplace Upload New - upload your connector to your instance of Yellowfin

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Download the connector from the Yellowfin Marketplace c) Go to the Yellowfin

Marketplace

d) Download the RingCentral Connector (it’s free!)

Upload your new Connector

a) Click Upload New.

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b) Give your connector a name and description.

c) Click Connect Platform.

Your connector will now be available under your Data Source’s list.

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Connect to your account Once your RingCentral Connector is installed, you can use it to connect to your RingCentral account.

Create a new Data Source a) Click Create and select

Data Source. (If you have just installed your connector, then you will be immediately taken to the next step)

b) Select RingCentral

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Name your Connection and Enter your Account Details c) Give your connector a

name and description.

d) Enter your Phone Number, Password, and Administrator Extension (optional parameter).

e) Click the [Validate Credentials] button. This will populate the Access token and Refresh Token fields

f) Select the User Timezone g) Click Launch Pre-Built

Content

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Pre-packaged content Congratulations, you have now connected Yellowfin to your RingCentral account, enabling you to see your RingCentral data. Once you have added a New Connection, Yellowfin will take you to the Browse Page.

Add RingCentral Dashboard a) From the Browse Page, open the RingCentral dashboard.

b) Click Add, to add RingCentral to your dashboard.

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RingCentral Pre-Built Content The RingCentral Connector comes with a three tabs of pre-built content; Summary, Direction Analysis, and Location, which includes the following reports:

Summary Tab:

Voice Call Activity

Summary

A summary displaying total calls, A bar chart of calls broken out by inbound/outbound and a line chart showing call frequency by date.

Inbound Voice Call

Activity

Charts representing call counts and call frequency for Accepted, Missed, and Voicemail

Top Outbound Callers

List

A drill through report allowing you to see who your top callers and then drill through to see those calls.

Outbound Callers Distribution

A scatter chart showing the average call time as a distribution

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Inbound Callers -

Distribution

A scatter chart of inbound calls with average length of call

Top Inbound callers A report with drill through functionality to see calls based on the ‘From Name’ column.

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Daily Call Density by Hour

Chart showing call density by days and hours of those days

Call Device Charts representing the devices used to make calls

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Direction Analysis Tab:

Outbound Stats Summary of outbound calls statistics

Inbound Stats Summary of inbound calls statistics

Inbound/Outbound Analysis

Trellis line chart with multiple areas of analysis; Count Calls, Average Duration(s), Total Duration(s), Unique ‘From’ Number, Unique ‘To’ Number.

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Hourly Call Activity Vertical Bar Chart showing inbound/outbound call activity by hour for the duration filtered.

Outbound Calls Hourly Summary

Chart showing the density of Call Connected, Hang up, and No Answer calls by hour for the filtered duration.

Inbound Calls Hourly Summary

Chart showing the density of Missed, Voicemail, Accepted, and Rejected calls by hour for the filtered duration.

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Location Tab:

Outbound Calls – Call To Location Mapped

Map showing call density by location

Outbound To Locations Report with ability to drill through from ‘To Location’. The drill

through report shows the user and specific info about the call.

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Inbound From Locations

Report with ability to drill through from ‘From Location’. The drill through report shows the customer/user and specific info about the call.

Inbound Calls - From Location Mapped

Map showing call density by location visualized on a map.

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Share live insights Yellowfin’s RingCentral Connector makes it easy to share insights gained from your data.

Share Click on any report or dashboard and, then click Share. Now you can Distribute, Email, Embed or send Links of your content to colleagues with an accompanying message.

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Comment Collaborate where your data lives by using the Activity Stream to add comments and discuss any report or dashboard.

Discussion Streams Create a RingCentral Discussion Stream to discuss multiple reports and put your ideas into Kanban boards.

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Storyboard Add your phone datainsights into Storyboards and present your insights with live data in meetings.

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Create custom reports (optional) Yellowfin makes it easy to create custom reports from your RingCentral data source. You may wish to create custom reports for RingCentral data if:

You wish to couple your own data with RingCentral data.

You want to create new analysis that Yellowfin hasn’t considered.

The settings when adding the RingCentral data source allow you to:

Set your time zone.

Create a new custom report

c) Click on the + button and select Report

d) Select the RingCentral View.

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e) Build your query by adding the Data in which you are interested in.

f) Save your new custom report.

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Customize your RingCentral Dashboard. a) Click on the RingCentral dashboard drop down menu, then click Edit.

b) While in edit mode, click on the report folder on the left.

c) Drag your custom report onto the dashboard.

d) Save your dashboard changes.

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One platform to gain powerful insight With Yellowfin’s latest connector, RingCentral, gain insightful access to your operational phone system data, giving you the ability to visualize and manage your inbound, outbound, and team performance. Garnering insightful information into your phone system data will ensure that you discover ways to improve your team’s performance in this critical customer experience channel. Discover a new way to look at your phone system data so you can staff correctly, predict trends, find routing problems, and ensure the highest level of customer success through improved team performance. Now you have successfully connected to RingCentral, you might want to try our other connectors from the Yellowfin Marketplace.

About Yellowfin Yellowfin is a global Business Intelligence (BI) and analytics software vendor passionate about making BI easy. Founded in 2003 in response to the complexity and costs associated with implementing and using traditional BI tools, Yellowfin is a highly intuitive 100 percent Web-based reporting and analytics solution. Yellowfin is a leader in mobile, collaborative and embedded BI, as well as Location Intelligence and data visualization. Over 10,000 organizations, and more than 2 million end-users across 70 different countries, use Yellowfin every day. For more information, visit www.yellowfinbi.com

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