Configure Monitoring for RingCentral

⚙️ Configure Monitoring for RingCentral

Configure how GermainUX collects, analyzes, correlates, and alerts on RingCentral activity after the required GermainUX components have been deployed.

📞 1. Configure RingCentral Call Monitoring

Configure the RingCentral integration used by the GermainUX Engine to collect supported SIP-over-WebSocket call-signaling events.

Define:

• RingCentral connection endpoint

• Authentication

• Required signaling or subscription scope

• GermainUX application

• Environment

• Destination KPIs

• Collection behavior

• Reconnection behavior

• Permitted call properties

• Permitted participant properties

• Masking and exclusion requirements

Only collect properties approved by your organization.

Call Events

Depending on the events exposed by RingCentral, GermainUX can collect:

• Call started

• Call connected

• Call ended

• Call direction

• Call duration

• Ringing or waiting duration

• Call/session identifier

• User or extension

• Call result

• Failure or termination status

KPI Mapping

Map collected events to the applicable GermainUX KPIs.

Examples include:

• RingCentral Call

• Call Started

• Call Connected

• Call Ended

• Call Failure

• RingCentral Session Event

The exact integration configuration depends on the RingCentral environment, permissions, and GermainUX version.

⚙️ 2. Configure Browser Monitoring — Optional

Configure browser monitoring when RingCentral or the related CRM needs to be analyzed from the user's perspective.

RUM Extension

For RingCentral-hosted applications, use the RUM Extension when supported.

Go to:

Germain Workspace > Left Menu > Wizards > Browser Extension Agent

Create or select the monitored application and configure:

• Application name

• RingCentral URL

• GermainUX environment

• Host when required

• Software/application

• UX Monitoring Profile

• Privacy configuration

Deploy the extension to the appropriate users or manage it centrally according to your organization's browser-management policy.

RUM JS

When monitoring a customer-controlled application that embeds or integrates RingCentral, configure the corresponding GermainUX RUM JS monitoring.

Go to:

Germain Workspace > Left Menu > Wizards

Search for the appropriate RUM or JS wizard for the monitored application.

Configure:

• Application

• Website URL

• Environment

• UX Monitoring Profile

• Privacy

• User/session identification

• Bot and crawler exclusions

⚙️ 3. Configure Session Replay — Optional

When Session Replay is permitted, configure it for the RingCentral or CRM UX Monitoring Profile.

Go to:

Germain Workspace > Settings > Analytics > UX Monitoring Profiles

Select the applicable profile.

Configure as required:

• Session Replay enabled/disabled

• Sensitive-field exclusion

• Masking

• Anonymization

• URL exclusions

• User/session properties

• IP exclusions

• Bot/crawler exclusions

• Replay access

• Retention

Validate all privacy settings before enabling production monitoring.

RingCentral call audio and video are not captured by browser Session Replay.

⚙️ 4. Configure CRM Correlation

When RingCentral is used with a CRM, configure the properties required to correlate interactions across systems.

Useful properties can include:

• Agent ID

• User ID

• RingCentral extension

• Call ID

• Session ID

• Customer ID

• Contact ID

• Case ID

• Service-request ID

• Lead ID

• Opportunity ID

• Interaction timestamp

The identifiers available depend on what RingCentral and the monitored CRM expose.

GermainUX can use these properties to associate RingCentral interactions with:

• User sessions

• CRM transactions

• Business processes

• Application errors

• Integrations

• Supporting technology

⚙️ 5. Configure Business Processes

Define the RingCentral-enabled workflows that are important to the business.

For each process, configure:

• Start event

• Milestones

• Completion event

• Failure condition

• Abandonment condition

• Expected duration

• Relevant users

• Relevant teams

• Business-impact measures

Examples include:

Customer Support

Call connected → Customer identified → Case opened → Issue handled → Call completed → Case updated

Sales

Call started → Contact identified → Opportunity opened → Call completed → Opportunity updated

After-Call Work

Call ended → CRM update started → Required fields completed → Work completed

GermainUX can then measure:

• End-to-end duration

• Time at each stage

• Repeated steps

• Abandonment

• Process failures

• After-call work

• Lost productivity

• Affected users and teams

⚙️ 6. Configure Supporting-System Monitoring

Configure monitoring for customer-controlled technology that can affect RingCentral workflows.

Depending on the environment, this can include:

• CTI logs

• Middleware logs

• Integration availability

• API response time

• API errors

• Authentication availability

• Application processes

• Server CPU

• Server memory

• File-system capacity

• Database availability

• Database performance

• Network endpoints

• Custom diagnostic queries

Correlating this telemetry with RingCentral activity helps identify whether an issue originated in the browser, CRM, integration layer, network, or supporting infrastructure.

🔧 7. Configure Synthetic Monitoring — Optional

Use the GermainUX RPA Bot Recorder to configure approved synthetic scenarios.

Configure:

• Test account

• Target application

• Scenario steps

• Execution schedule

• Expected results

• Timeout

• Failure conditions

• Target Engine

• Notifications

Avoid synthetic actions that contact real customers, alter production records, or generate unintended business activity.

⚙️ 8. Configure Conversation Analysis — Optional

RingCentral signaling does not include the spoken conversation.

When an authorized textual source is available, GermainUX can analyze conversation content from sources such as:

• Call transcripts

• Chat transcripts

• Messaging conversations

• Customer-service notes

• Conversation events exposed by an authorized API

Depending on the data available, GermainUX can analyze:

• Sentiment

• Intent

• Topics

• Friction

• Escalation indicators

• Recurring concerns

• Customer-defined phrases

Do not enable conversation-content collection without the required authorization and privacy controls.

📈 9. Configure KPIs

Configure the KPIs required for your RingCentral use cases.

Typical KPIs include:

• RingCentral Call

• Call Started

• Call Connected

• Call Ended

• Call Failure

• RingCentral Session Event

• Browser Error

• Outbound HTTP Request

• Business Process

⚙️ 10. Configure Measures

Measures can include:

• Call count

• Unique agents

• Call duration

• Average duration

• Median duration

• Percentile duration

• Ringing time

• Waiting time

• Failure count

• Failure rate

• Concurrent calls

• Workflow duration

• After-call work

• Total work time

• Lost productivity

🔧 11. Configure Pivots

Analyze RingCentral KPIs using pivots such as:

• Agent

• Team

• Extension

• Direction

• Call result

• Application

• CRM

• Business process

• Environment

• Browser

• Error

• Time period

• Customer-defined category

⚙️ 12. Configure SLA Thresholds

Configure SLAs for conditions that require attention.

Examples include:

• Failed calls

• Interrupted calls

• Excessive ringing time

• Excessive waiting time

• Unusually short calls

• Unusually long calls

• Call-failure rate above threshold

• Unexpected reduction in call activity

• Unexpected increase in call activity

• CRM process duration above threshold

• Excessive after-call work

• Browser errors affecting agents

• Integration errors affecting agents

• Synthetic scenario failure

Thresholds should reflect the organization's actual operating expectations.

A long or short call is not necessarily an issue without the relevant business context.

⚙️ 13. Configure Rules and Automated Analysis

Use GermainUX Rules to identify more advanced RingCentral conditions.

Rules can combine RingCentral data with:

• CRM KPIs

• User-experience KPIs

• Application errors

• Integration errors

• Infrastructure KPIs

• Business-process KPIs

Rules can be used to detect patterns that cannot be identified reliably from a single threshold.

🚨 14. Configure Alerts and Watches

Configure notifications for RingCentral conditions requiring attention.

GermainUX can:

• Send an alert

• Notify subscribed users through a Watch

• Generate a scheduled report

• Generate an event-driven report

• Initiate an approved diagnostic workflow

• Call an authorized endpoint

• Execute an approved corrective action

Automated actions affecting users, RingCentral interactions, CRM data, or production systems should be authorized and tested before production use.

📈 15. Configure Dashboards and Reports

Create dashboards appropriate for the teams using RingCentral data.

Examples include:

RingCentral Operations

• Call volume

• Call duration

• Failure rate

• Ringing/waiting time

• Concurrent activity

• Availability

Agent Experience

• Calls per agent

• Time on calls

• After-call work

• CRM performance

• Browser errors

• User friction

Customer-Service Workflow

• End-to-end process duration

• Process failures

• Abandonment

• Repeated steps

• Integration errors

• Lost productivity

Technical Operations

• RingCentral event failures

• Browser errors

• HTTP failures

• CTI/integration errors

• API performance

• Infrastructure health

🛡️ 16. Configure Security and Privacy

Before production monitoring, define:

• RingCentral events permitted for collection

• Agent identifiers permitted for collection

• Customer identifiers permitted for collection

• Participant identifiers permitted for collection

• Fields that must be masked

• Fields that must be excluded

• Whether Session Replay is permitted

• Whether transcripts are permitted

• Whether message content is permitted

• Users permitted to view interaction details

• Users permitted to access Session Replay

• Data-retention period

• Alerts and automated actions that are authorized

Recommended practices include:

• Use dedicated integration accounts.

• Use dedicated synthetic-monitoring accounts.

• Grant only required permissions.

• Protect credentials.

• Encrypt connections.

• Mask or exclude sensitive information.

• Restrict access using GermainUX roles.

• Validate privacy settings before production deployment.

✅ 17. Validate the Configuration

Call Monitoring

Perform an approved test call and confirm:

• Start event appears

• Connection event appears

• End event appears

• Duration is correct

• Direction is correct

• User/extension is correct when available

• Status is correct

Browser Monitoring

Perform representative browser actions and confirm:

• UX events appear

• Network requests appear

• JavaScript errors are detected

• Session Replay works when enabled

• Sensitive information is protected

CRM Correlation

Confirm that GermainUX correctly associates:

• RingCentral call

• Agent

• Browser session

• CRM interaction

• Business process

Verify that unrelated events are not incorrectly correlated.

SLA and Alerting

Safely reproduce a test condition and verify:

• KPI status

• SLA status

• Rule behavior

• Alert

• Watch

• Report

• Authorized automation

Troubleshooting

RingCentral Events Are Missing

Verify:

1. Engine is running.

2. Engine is connected to Germain Enterprise.

3. RingCentral endpoint is reachable.

4. Firewall and proxy configuration is correct.

5. Authentication is valid.

6. Required permissions are available.

7. Required RingCentral signaling scope is available.

8. RingCentral collection is enabled.

9. Destination application and KPIs are correct.

10. Engine logs contain no connection, authorization, parsing, or reconnect errors.

Browser Events Are Missing

Verify:

1. RUM JS or RUM Extension is loaded.

2. RingCentral/CRM URL matches the configured application.

3. UX Monitoring Profile is enabled.

4. Browser security policies permit monitoring.

5. Cross-origin restrictions are understood.

6. Privacy exclusions are not excluding all activity.

CRM Correlation Is Incomplete

Verify:

1. Both systems are collecting data.

2. A common identifier is available.

3. User and extension mappings are correct.

4. Timestamps are synchronized.

5. Correlation time windows are appropriate.

6. Relevant CRM workflow events are being collected.

ℹ️ Get More Information

RingCentral monitoring can be customized according to the application's components, user journeys, errors, performance requirements, privacy requirements, APIs, and integrations.

GermainUX can help determine which monitoring, analytics and automation capabilities are appropriate for your RingCentral environment. Contact GermainUX Support.