Weekly RingCentral call coaching brief for your phone team

Every Monday at 8am, build a call performance and coaching brief for the phone team and post it to Slack.

First, pull the previous seven days of call activity from RingCentral using the List Company Call Log operation. Cover the full week that just ended, page through every result rather than stopping at the first page, and keep the fields needed for analysis: the extension involved, call direction, call result, start time, and duration. This operation spans all extensions on the account and requires an admin connection.

Aggregate the raw records per extension: total call volume, answered versus missed, average talk time across answered calls only, and the inbound versus outbound split. If the call log records do not carry readable names, use Search Company Directory to map extension numbers to rep names, so the brief talks about people rather than numbers.

Before writing anything, read the earlier rows back from the Google Sheets tracker with Get Values so you have a baseline of previous weeks to compare against. Read first and append second, so this week's numbers do not end up inside their own comparison baseline.

Then append one row per rep per week to the tracker with Append Values, carrying week start date, rep name, extension, total calls, answered, missed, missed call rate, average talk time, inbound count, and outbound count. One row per rep per week, so the history builds up over time. If the tracker is empty, write a header row first.

Now write the narrative brief, and make it about what actually changed rather than restating the table. Call out reps whose missed call rate is climbing relative to their own previous weeks, unusually short average call durations that suggest calls are not connecting, big swings in call volume in either direction, and who had the strongest week. Compare each rep against their own history rather than only against the team average, since a lower volume rep is not automatically underperforming.

Post the brief to Slack with Send a Message. Lead with the two or three things a manager should actually act on this week, then give a handful of bullets per rep. Keep it readable as a message rather than a raw data dump, and reduce reps with nothing noteworthy to a single line.

On the very first run there will be no history in the tracker, so append the week's rows, state plainly that this run is the baseline, and note that week over week comparisons start next week.