Analytics API are now in public beta!

Today, we are happy to announce Analytics APIs in beta for RingCentral MVP customers. Analytics APIs are a part of our Line Of Business Analytics offerings built to give functional managers within your company visibility into their team’s call performance.

Audience

We welcome all our ISV partners, customers and other developers to use these APIs to build reports and dashboards for use by managers of customer communications teams such as — sales, support, financial, human resources, etc. to help them optimize their overall operations for better business outcomes.

Please note that these APIs are available only for RingCentral brand and not for our Global Strategic partners.

Key Use Cases

Analytics APIs provide aggregated data for calls & call handling behaviors that can be used for:

• Individual & team performance analysis
• Call volume vs calls answered or not answered
• Call handling patterns such as talk time vs hold time vs transfers
• Operational decision making such as staffing & training
• Call volume & call handling patterns over different time intervals such as hourly, daily, weekly
• Correlation of communication effectiveness and business outcomes
• Merge with sales data to see calls made vs leads converted
• Calls per customer segment vs revenue generated

Since this is an API that returns aggregated call performance data, if desired that data can then be incorporated into other centralized systems like a CRM or a Financial system. Microsoft Azure and Power BI working together with this data is one such example. Read more here. It can also be used in a custom developed application that can be used to generate specialized reports. The flexibility of an API is inherent in this one as well.

The overall API is actually delivered over two endpoints.

• The CallPerformanceAggregate API returns data on call performance metrics.
• The Timeline API one returns same data over multiple time interval splits.

Call Performance Aggregate API

/analytics/phone/performance/v1/accounts/{accountId}/calls/aggregate

In the first case the API can be used to help businesses answer the following questions:

• How many calls are being dropped?
• How long are calls waiting to be answered?
• Are call messages being returned in a timely manner?
• What does the abandonment rate look like?
• How is the total handle time metric during call handling?

All these questions can be answered using the call performance aggregate API. This API provides performance data at an aggregate level which will provide call response, call result, and segment information.

Managers can make incentive, allocation, or training decisions by looking at total answered calls vs not answered calls per agent, or by looking at the average abandonment rate for an agent, or by checking total handle time for each agent. This can be done for individual agents or for any granularity level.

Call Performance Timeline API

/analytics/phone/performance/v1/accounts/{accountId}/calls/timeline

In the second case, any customer-facing team can face huge call volumes that impact the customer experience depending on how the volume is handled. Maintaining & optimizing this experience is the top most priority for businesses.

In order to optimize call volume management, managers need an understanding of how these calls are getting distributed. If there are any peak times or certain times of day look busier than rest. By using the call performance timeline API, managers can review the data at multiple time splits. This API supports Hourly, Daily, Weekly, or Monthly time intervals. This information can all be used to help answer the above questions.

This kind of information can show managers when peak call times are happening and if and when they should adjust their call staff shifts to manage those peak times or increase their staffing altogether.

Next Steps

We encourage you to get started with our API Overview and Quick Start Guide to build your application using Analytics API.

As the API is still in beta, we would love for you to try it out and put it through some real-world exercises. Of course, we would also love for you to share any of your feedback, use cases, and any application uses with us via this portal so that we can make the API the best it can be for the broadest range of our customers. If you run into any challenges, you can also ask questions in our community portal or open a ticket and if you want to learn even more about other features we have make sure to visit our developer site.

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