RingQ Reports Overview: Call Center Statistics, Call Logs and Heat Map

RingQ has 29 reports in 7 groups, from queue statistics and agent performance to call logs with AI sentiment and a call heat map. Open Reports in the RingQ web app to see them all on one page, pick a date range, and view, download, email or schedule any report.

Open the reports

Sign in to the RingQ web app.
Click Reports in the menu.
Pick a group, then the report you want.
Choose a date range, such as Today, Last 7 Days, Last Month or a custom range, and any filters.

Reports show a Totals row at the bottom with the number of rows. Only users whose role allows Reports can open them.

Download, generate and schedule

Every report has the same buttons:

Download: save the report as CSV, Excel or PDF. The file matches what you see on screen, including the totals row.
Generate: for a large date range, RingQ builds the report in the background and emails it to you.
Schedule: email the report every day, week or month. The email has an Open Reports link that opens the same report with the same dates and filters.

All reports

Queue Statistics

RingQ queue statistics reports show how your call center queues perform: how many calls were answered, how long callers waited, your service level (SLA), which callers hung up and whether they were called back. Read the Queue Statistics guide

Report	What it shows
Queue Performance Overview	Every queue call with its agent, waiting time, result and wrap-up.
Detailed Queue Statistics	Answered, abandoned, % serviced, talk time and callbacks per queue.
Abandoned Queue Calls	Callers who hung up before an agent answered, with how long each one waited.
Answered Calls by Waiting Time	Answered calls grouped by how long the caller waited: 0-15 seconds, 15-30 seconds, 30-60 seconds and over 60 seconds.
SLA Statistics	The share of calls answered within your target time, per queue and per hour.
SLA Breaches	Every call that waited longer than the queue's target time.
Queue Callbacks	Missed and abandoned callers, and whether each one was called back.
Team Queue Statistics	A team view of each queue: the agents on it, calls per agent and busy time.

Agent Statistics

RingQ agent statistics reports show what each agent did: the queue calls they answered, when they signed in and out, time spent in each pause reason, their wrap-ups and the ratings callers gave them. Read the Agent Statistics guide

Report	What it shows
Agent in Queue Statistics	Each agent per queue: calls answered, share of the queue's calls, talk time and waiting time.
Agent Login History	When each agent signed in and out.
Aux Codes	Time agents spent in each pause (aux) reason, such as Lunch or Meeting.
Wrap Up	The wrap-up code, notes and time after each call.
Call Ratings	Caller satisfaction scores per agent and per queue.

Call Logs & AI Insights

Every RingQ call is in the call log with its recording, transcript and AI summary. The sentiment reports show how callers felt, and the Call Heat Map shows your busiest and quietest hours so you can plan staff and phone lines. Read the Call Logs & AI Insights guide

Report	What it shows
Call Log	Every call with its recording, transcript, AI summary and sentiment.
Inbound Calls	Incoming calls only: who called, who answered and the outcome.
Outbound Calls	Outgoing calls only: who dialled, the number called and the duration.
Sentiment by Extension	The average caller sentiment for each user, with the share of positive, neutral and negative calls.
Sentiment by Queue and Ring Group	The average sentiment for each queue and ring group, and how sentiment changes with waiting time.
Call Heat Map	Incoming calls, answered %, missed calls and phone line (trunk) channels in use, for each hour of each weekday and for each date.

Extension Statistics

RingQ extension statistics reports show the calls each user made and received, and how calls spread across hours, days and weeks. Read the Extension Statistics guide

Report	What it shows
Extension Statistics	For each user: total calls, answered, missed and talk time.
User Activity	Answered and unanswered calls for each user, by hour, day or week.
Call Distribution	Incoming, outgoing and internal calls by hour, day or week.

Ring Group Statistics

The RingQ ring group statistics report shows how calls to each ring group are answered. Read the Ring Group Statistics guide

Report	What it shows
Ring Group Statistics	Answered and missed calls, talk time and waiting time for each ring group.

Chat Statistics

RingQ chat statistics reports cover your website, WhatsApp and Facebook chats: how each chat queue performs, how each agent handles chats, and which chats got no reply. Read the Chat Statistics guide

Report	What it shows
Queue Chat Performance	Chats per queue: answered, lost, resolved and first response time.
Agent Chat Statistics	Chats each agent handled, messages sent and first response time.
Abandoned Chats	Chats where no agent replied, per channel.

Logs & System

These RingQ reports show every chat, every change made in settings, and where each of your phone numbers is routed. Read the Logs & System guide

Report	What it shows
Chat Log	Every chat with its channel, customer, agent and transcript.
Audit Log	Who changed what in settings, and when, with the IP address.
Inbound Rules	Which phone numbers route to which queue, IVR or user, and whether each rule is enabled.