Call reports board

Permissions

Based on your role/permissions, you will have the following experience with this board when logged in:

Role	Access	Recordings
Super admin	You can access all calls on the platform.	You do not have access to any call recordings
Admin	You can access calls you participated in.	You only have access to call recordings for calls you participated in with respect to the admin portal recording permissions.
Manager	Managers (Managers of user groups) that have the "Access user history, usage and data" permission enabled have access to calls they were involved in and calls their direct reports have participated in. Managers (Managers of user groups) that have the "Access user history, usage and data" permission disabled have access to only calls they participated in.	Managers that have the Access call recordings permission enabled have access to recordings for calls they were involved in and calls their direct reports have participated in. Managers that have the Access call recordings permission disabled do not have access to any call recordings.
Custom role	Note: Super admins will decide which call report permissions to enable on the custom role: Custom roles with the call reports permission have access to all calls on the platform. Custom roles without the call reports permission have access to calls they participated in. When a custom role enters the call reports portal, they will only see calls they participated in.	Note: Super admins will decide which call recording permissions to enable on the custom role: Custom roles that have the Access call recordings permission enabled have access to all recordings for all calls on the platform as specified in the admin portal recording permissions. Custom roles that have the Access call recordings permission disabled do not have access to any call recordings.
Member	You can access calls you participated in.	You do not have access to any recordings.

Filters and tools

There are a variety of filters available for you to use to customize the data you see on the cards:

Category	Description/Options
Date range	Choose from several curated options or use the calendar to enter a custom date range.
Grouped by	Group call report metrics by: Ungrouped: 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.
+ Filter > Call result	Selected the desired call result(s) you want to see.
+ Filter > Participants phone number	Enter the desired participant phone number(s). You can filter by up to 20 numbers at a time.
+ Filter > Participants name	Enter the desired participant name(s). You can filter by up to 20 names at a time.
+ Filter > AI receptionist	AI involvement: Determine if you want to see the data for calls where an AI receptionist was included or excluded AI outcome: Select the desired outcome(s) you want to see. Transferred: The AI receptionist successfully transferred the call to the intended extension. Handled: The AI receptionist successfully handled the call with an ability that didn't require a transfer, such as answering a question from a knowledge base or collecting info. Escalated: The caller became upset, asked for a human agent, or used the escape to operator ability to reach a human agent. Abandoned: The caller hung up before the call could be transferred or handled. Error: The AI receptionist failed to function properly, possibly due to node failure or a missing resource.

You also have the following tools:

Use Save as to save custom copies of these boards with the desired filters. Once you've saved a custom board, you'll also have the option to Schedule, Update, Share, Rename or Delete that board.
Use Reset all to clear the filters to their default state.
Use Export where available to generate a .csv or print file (.pdf) of the desired data.
Use the settings gear to rearrange the available cards if desired.

Lastly, there are pre-filtered templates available for you to quickly see the most commonly viewed data, depending on your permissions/role. Open any of these templates to see the desired information. You can update the filters and use all of the other available tools on these templates.

Abandoned calls: Filtered to show you which calls hung up over the last 7 days while in a queue, on hold, or parked, grouped by external numbers.
Call sources: Filtered to show you the origin of calls over the last 7 days, grouped by internal phone numbers so that you can assess the performance of marketing campaigns and optimize lead generation.
Missed calls: Filtered to show you what calls were missed over the last 7 days.
Team activity: Filtered to show you each user's call volumes and quality over the last 7 days so you can track their performance and ensure accountability and improvement.

Note: Any changes made to these templates will not be saved unless you use the Save as option to create a custom board from this template. Navigating away or refreshing the page will restore the template to it's default pre-filtered state.

Cards

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.

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	Results depend on how you grouped the call report metrics. By user: The total number of calls to and from the user By internal number: The total number of calls to and from the GoTo Connect phone number By external number: The total number of calls to and from a non-GoTo Connect phone number
Avg call duration	Results depend on how you grouped the call report metrics. Ungrouped (all): The Total Duration divided by the Call Volume. By user: The Total Duration divided by the Total Answered Calls. By internal number: The Total Duration divided by Total Call Volume. By 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	The total number of duration of calls for each day.
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.
Call report — summary export	Allows you to download a spreadsheet (.csv) with a complete list of call details from a selected date.

Summaries

**All calls**
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.

**By user**
Column header	Description
User name	User associated with the call data. Select 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.

**By internal number**
Column header	Description
Internal number	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 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.

**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.

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