Weekly call performance and coaching brief from RingCentral to Slack

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.

What does this prompt do?

Pulls the last seven days of calls for every extension on your phone system and works out each rep's volume, answered versus missed, average talk time, and inbound versus outbound split.
Adds one row per rep per week to a Google Sheets tracker, so you build up a real history instead of a one off snapshot.
Compares this week against previous weeks and writes a short narrative that calls out what actually changed, not just what the numbers are.
Posts it to Slack as a few bullets per rep, led by the two or three things a manager should act on that week.

What do I need to use this?

A RingCentral account with admin access, since company wide call logs are only available to admins.
A Google Sheets tracker the workflow can add rows to, or an empty sheet it can start filling.
A Slack workspace and the channel where the brief should land.
A phone team where reps have their own extensions, so activity can be split per person.

How can I customize it?

Change the timing. Monday at 8am suits a weekly team huddle, but any day and hour works.
Adjust what counts as a red flag, such as how much a missed call rate has to climb or how short an average call has to be before it gets called out.
Send it to a private manager channel instead of the whole team, or direct message each supervisor.

FAQs

Do I need admin access to RingCentral?

Yes. The brief covers every extension on the account, and RingCentral only makes company wide call activity available to admin users. A standard user login can only see its own calls.

What happens the first time it runs?

There is no history to compare against yet, so the first brief reports the week's numbers, says plainly that it is a baseline, and starts the tracker. Week over week comparisons begin on the second run.

Will this work if several reps share an extension?

Activity is grouped by extension, so a shared extension shows up as one combined line. Give each person their own extension if you want per person coaching.

Does it listen to or record calls?

No. It only reads call details such as time, direction, duration, and whether the call was answered. No recordings or transcripts are involved.

Can I send the brief somewhere other than Slack?

This version is built around Slack and Google Sheets. The same brief can be pointed at another chat tool or spreadsheet that the platform supports.