Call reports board

Attention: Due to CPNI compliance, GoTo Connect Support cannot run reports on your behalf and distribute them to you. All report information can be obtained by logging into your account and running the reports there. Please refer to the Code of Federal Regulations website for more information on CPNI compliance.

Use our various detailed call reports to empower your managers with the metrics, statistics, and analytics they need to manage employees effectively and grow your business. Only available in English at this time.

Use Reset all to clear the filters to their default state.
Use Export where available to generate a .csv of the desired data.
Use the settings gear to rearrange the available cards if desired.
Group call report metrics by:
- Ungrouped (view all) — Provides call activity for all calls in the system.
- User — Provides call activity for each user.
- Internal number — Provides call activity from the perspective of your GoTo Connect phone numbers.
- External number — Provides call activity from the external caller's perspective.

Remember: All data visualizations will show data specific to the selected filters (and groupings where applicable). If an agent did not participate in any type of call or chat during the date range, regardless if they were logged in or not, the agent name will not appear in the graphs. Likewise, if there is no data for a given day or hour (depending on the time filter), there will be no bar displayed.

Call reports cards

Card	Description
Call volume	The total number of calls for a given time frame.
Total duration	The total amount of time that a non-GoTo Connect phone number interacted with any GoTo Connect phone numbers.
Avg call volume	Depending on how you grouped the call report metrics by: User — The total number of calls to and from the user Internal number — The total number of calls to and from the GoTo Connect phone number External number — The total number of calls to and from a non-GoTo Connect phone number
Avg call duration	Depending on how you grouped the call report metrics by: Ungrouped (all) — The Total Duration divided by the Call Volume. User — The Total Duration divided by the Total Answered Calls. Internal number — The Total Duration divided by Total Call Volume. External number — The Total Duration divided by the Total Answered Calls.
Total calls overtime	The total number of calls for each day.
Total call duration overtime	For each day, the total number of duration of calls.
Average call duration	The Total Duration for the day divided by the Call Volume for the day.
Call reports — summary	Ungrouped (View all): Provides call activity for all calls in the system. The Ungrouped filter displays the most recent calls with all possible call types that occurred on the account. Call report — Summary by User (User): Provides call activity for each user. These high-level, user-specific numbers can serve as a good starting point for determining employee performance or training opportunities. By default, results are sorted alphabetically by the user's name. Please allow up to 6 hours for the latest data to display. Call report — Summary by Internal Number (Internal number): Provides call activity from the perspective of your GoTo Connect phone numbers. These high-level, number-specific details can serve as a great resource for managers needing to understand the call volume routing through their phone numbers to various sales and support teams. By default, results are sorted by total duration, putting your most active GoTo Connect phone numbers at the top. Please allow up to 6 hours for the latest data to display. Call report — Summary by External Number (External number): Provides call activity from the external caller's perspective. These caller-specific reports can serve as a great resource for Sales, Customer Support, and Customer Experience Managers to view the interactions their teams are having with these phone numbers. By default, results are sorted by total duration, putting the most active phone numbers (inbound and outbound calls) at the top. Please allow up to 6 hours for the latest data to display. A breakdown of each summary's metrics is shown in the tables below. Tip: To access the Interaction overview, select a specific day, user, or phone number to drill into the call details to see a comprehensive view of call details, recording playback, interaction journey, notes and call transcripts for a specific call. Available for advanced call reports only. Note: Only available in English at this time.
Call report — summary export	Allows you to download a spreadsheet (.csv) with a complete list of call details from a selected date. Depending on how you have grouped the data, choose from Exporting all call report summary details for a specific date/timeframe. Exporting a specific user, internal or external number from the summary details.

Call reports — All calls

Tip: To access the Interaction overview, select a specific day drill into the call details to see a comprehensive view of call details, recording playback, interaction journey, notes and call transcripts for a specific call.

Column header	Description
Answer time	Date and time the call was answered.
Duration	Total time from when the call was answered to the end of the call.
End time	Date and time the call ended.
Direction	Defines whether the call was inbound or outbound to the user's line.
From	Phone number that initiated the call.
Participants	Who was all involved in the call.
Call results	Specifies how each call ended: Normal call clearing: When either the caller or the callee hangup the phone normally, while connected to each other. Missed call: When the caller hangup the phone while attempting to reach the callee (even if the caller initially reached someone and subsequently got transferred to another line/phone number). Sent to voicemail: When the caller hangs up while in a voicemail system, either after leaving a message or just in the automated announcement. Hung up (in queue): When the caller has hung up while in a queue. Hung up (parked): When the caller has hung up while parked. Hung up (hold): When the caller has hung up while being on hold. Dial plan call ended: When the caller's call ended while being inside a dial plan (either terminated by the dial plan or by hanging up). Undetermined: When the conversation length is over 250 events and the caller's outcome cannot be determined. Unknown: In all other cases and historical data before the field was created.
Recordings	Allows you to listen to call legs that have been recorded.

Call reports — Summary by User

Tip: To access the Interaction overview, select a specific user drill into the call details to see a comprehensive view of call details, recording playback, interaction journey, notes and call transcripts for a specific call.

Column header	Description
User name	User associated with the call data. Click a user to view their activity summary.
Total Calls	The total number of calls to and from the user.
Inbound	The total number of calls to the user.
Outbound	The total number of calls from the user.
Total duration	The total amount of time (hh:mm:ss) the user was on calls.
Inbound duration	The total amount of time (hh:mm:ss) the user was on inbound calls.
Outbound duration	The total amount of time (hh:mm:ss) the user was on outbound calls.
Average duration	The Total Duration divided by the Total Answered Calls.

Call reports — Summary by Internal Number

Tip: To access the Interaction overview, select a specific phone number to drill into the call details to see a comprehensive view of call details, recording playback, interaction journey, notes and call transcripts for a specific call.

Column header	Description
Internal number	GoTo Connect phone number associated with the call data. Click a number to view the activity summary.
Total Calls	The total number of calls to and from the GoTo Connect phone number.
Inbound	The total number of calls to the GoTo Connect phone number.
Outbound	The total number of calls from the GoTo Connect phone number.
Total duration	The total amount of time (hh:mm:ss) the GoTo Connect phone number interacted with any phone number or extension.
Inbound duration	The total amount of time (hh:mm:ss) that any phone number or extension called and interacted with a GoTo Connect phone number.
Outbound duration	The total amount of time (hh:mm:ss) that a GoTo Connect phone number called and interacted with other phone numbers or extensions.
Average duration	The Total Duration divided by Total Call Volume.

Call reports — Summary by External Number

Column header	Description
External number	Non-GoTo Connect phone number associated with the call data. Select a number to view the activity summary.
Total Calls	The total number of calls to or from a non-GoTo Connect phone number.
Inbound	The total number of calls from a non-GoTo Connect phone number to any GoTo Connect phone number or extension.
Outbound	The total number of calls to a non-GoTo Connect phone number from any GoTo Connect phone number or extension.
Total duration	The total amount of time (hh:mm:ss) that a non-GoTo Connect phone number interacted with any GoTo Connect phone numbers.
Inbound duration	The total amount of time (hh:mm:ss) that a non-GoTo Connect phone number called and interacted with any GoTo Connect phone numbers.
Outbound duration	The total amount of time (hh:mm:ss) that any GoTo Connect phone number called and interacted with a non-GoTo Connect phone number.
Average duration	The Total Duration divided by the Total Answered Calls.

Article last updated: 22 March, 2024

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