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Access analytics and call reports

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.

Access our analytics site where our powerful boards are available to help you make more informed decisions and generate better outcomes for your business. Reports are available for up to 13 months.

Before you begin: To access analytics, you must be set up as a user and have view reports or super admin permissions or be a Contact Center supervisor or admin. If you want to listen to the call recordings on these reports, you will also need the access call recordings permission.

GoTo Analytics

The analytics app can also be launched from the admin portal if you have permissions by selecting Phone system (phone in a cloud) icon Phone system > Call reports.
  1. Sign in to our Analytics app.
  2. Select the board you want to view/manage: (Board availability depends on your plan)
    • Agent performance: Understand how your agents are performing overall.
    • Call reports: Empower your managers with the metrics, statistics, and analytics they need to manage employees effectively and grow your business.
    • Message reports: Understand what is happening with your SMS/MMS queues.
    • Queue caller: Understand what is happening with your call queues.
    • Resolved conversations: Understand what is happening with your inbox queues.
  3. To share a data segment from any of these boards, copy the URL and paste through your desired medium.
    Note: Each page, including a specific call's interaction overview, generates a unique link that will route the recipient of the link directly to the page you are on without having to re-apply all of the same filters.
  4. To schedule the sharing of boards, see Share reports via schedules.
  5. To export a board, see Export analytics reports.
What to do next: See Reporting terms for Contact Center data to learn how the various metrics are defined. Please note that these metrics are confined to the selected filters in these boards.

Call reports (classic)

Note: A new version of Call reports is now available in the Analytics portal within your GoTo app. Experience the same familiar data with a new and improved look and features. Click here to get started!
  1. Sign in at https://my.jive.com/cr.
  2. Choose the report you would like to view in the top Call Reports navigation menu:
    • User Activity Report
    • Caller Activity Report
    • Phone Number Activity Report

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