Export analytics reports
Exporting reports allows you to download a spreadsheet with a complete list of your GoTo Connect phone numbers, call queues, or users and their corresponding call details from the selected date range. Only available in English at this time.
For each exportable board, you can choose to export the data or print as a PDF. When printing to PDF, we recommend using Google Chrome and Microsoft Edge browsers. Visual elements may be clipped for Firefox users.
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.
Agent performance
Use Export where available to generate a .csv or print file (.pdf) of the desired data.
Note: The print file functions best when printing to PDF in Google Chrome and Microsoft Edge browsers. Visual elements may be clipped for Firefox users.
- From Boards, select Agent performance, and then select
in the top right corner.
Results: The desired data will generate ZIP, CSV or PDF files depending on the selection.
Call reports
From call reports portal
Before you begin:
You must be assigned view reports permissions or the Super admin role to perform this task.
From the analytics app
Before you begin:
You must be assigned view reports permissions or the Super admin role to perform this task.
- Sign in to our Analytics app.
- Select the board you want to export and then select the desired group:
- Ungrouped (view all)
- User
- Internal number
- External number
- Optional: To export data for a specific user, internal number, or external number, select the specific user, internal number, or external number within the Call reports — summary table.
- Select on the top right of the board.
- Select the desired format, report(s) to include, and then select Export.
Results: The desired data will generate ZIP, CSV or PDF files depending on the selection.
Message reports
You can download up to two months worth of data at a time for this board. All data is deleted after 13 months.
Important:
- SMS/MMS data is available from November 2024 onward
- Shared inbox data will be available from April 2025 onward
- From Boards, select Message report, and then select in the top right corner.
Tip: If you are a CC admin or a supervisor with the "Access user history, usage, and data" permission, you can also download a specific conversation overview using the same icon on the desired conversation overview.
Results: The desired data will generate ZIP, CSV or PDF files depending on the selection.
Queue caller
- Sign in to our Analytics app.
- From Boards, select Queue caller, and then select in the top right corner.
- Select the desired format, report(s) to include, and then select Export.
Results: The desired data will generate ZIP, CSV or PDF files depending on the selection.
What to do next: See what is included in each export below.
Queue caller summary - grouped by date
| Term | Definition |
|---|---|
| Start time | Start date and time of the report (as it is today) |
| Start time [timezone name] | Same as current column "Start time" but in timezone of PBX |
| End time | End date and time of the report (as it is today) |
| End time [timezone name] | Same as current column "End time" but in timezone of PBX |
| Total calls count | Total number of calls |
| Handled count | Amount of calls that had the outcome “Handled” |
| Handled % | Percentage of handled calls. Handled / Total Calls * 100 |
| Total talk duration (s) | Total talk duration in seconds |
| Average talk duration (s) | Average talk duration in seconds |
| Average speed of answer (s) | Average time taken to answer an inbound call once it enters a queue (only for calls that are answered) |
| Longest wait for answer (s) | MAX time in queue for a call with the LeaveReason of answered in seconds |
| Abandoned count | Amount of calls that had the outcome “Abandoned” |
| Abandoned % | Percentage of abandoned calls. Abandoned / Total Calls * 100 |
| Average time to abandon (s) | The average time in queue for calls that have the LeaveReason of abandoned in seconds |
| Longest wait before abandon (s) | MAX time in queue for a call with the LeaveReason of abandoned in seconds |
| Abandon SMS sent count | Count of how many SMS were sent for abandoned calls |
| Evicted customer count | Count of the outcome “Evicted customer” |
| Evicted customer % | Percentage of calls that were evicted customer. Evicted customer / Total Calls * 100 |
| Evicted system count | Count of the outcome “Evicted system” |
| Evicted system % | Percentage of calls that were evicted system. Evicted system / Total Calls * 100 |
| Evicted user count | Count of the outcome “Evicted user” |
| Evicted user % | Percentage of calls that were evicted user. Evicted user / Total Calls * 100 |
| Average time in queue (s) | Average amount of time spent in the queue in seconds |
| Average agent ring time (s) | Average duration of the agent ring time |
| Average call duration (s) | Average call duration in seconds |
| Service level % | Percentage of calls answered within 20 seconds |
| Timed out count LEGACY | Count of how many calls had the old outcome of “Timed out” |
| Evicted count LEGACY | Count of how many calls had the old outcome of “Evicted” |
| AI Positive Sentiment Count | Count of positive sentiment scores based on AI-optimization. |
| AI Negative Sentiment Count | Count of negative sentiment scores based on AI-optimization. |
| AI Neutral Sentiment Count | Count of neutral sentiment scores based on AI-optimization. |
Queue caller summary - grouped by queue
| Term | Definition |
|---|---|
| Queue | Name of the queue |
| Total calls count | Total number of calls |
| Handled count | Amount of calls that had the outcome “Handled” |
| Handled % | Percentage of handled calls. Handled / Total Calls * 100 |
| Total talk duration (s) | Total talk duration in seconds |
| Average talk duration (s) | Average talk duration in seconds |
| Average speed of answer (s) | Average time taken to answer an inbound call once it enters a queue (only for calls that are answered) |
| Longest wait for answer (s) | MAX time in queue for a call with the LeaveReason of answered in seconds |
| Abandoned count | Amount of calls that had the outcome “Abandoned” |
| Abandoned % | Percentage of abandoned calls. Abandoned / Total Calls * 100 |
| Average time to abandon (s) | The average time in queue for calls that have the LeaveReason of abandoned in seconds |
| Longest wait before abandon (s) | MAX time in queue for a call with the LeaveReason of abandoned in seconds |
| Abandon SMS sent count | Count of how many SMS were sent for abandoned calls |
| Evicted customer count | Count of the outcome “Evicted customer” |
| Evicted customer % | Percentage of calls that were evicted customer. Evicted customer / Total Calls * 100 |
| Evicted system count | Count of the outcome “Evicted system” |
| Evicted system % | Percentage of calls that were evicted system. Evicted system / Total Calls * 100 |
| Evicted user count | Count of the outcome “Evicted user” |
| Evicted user % | Percentage of calls that were evicted user. Evicted user / Total Calls * 100 |
| Average time in queue (s) | Average amount of time spent in the queue in seconds |
| Average agent ring time (s) | Average duration of the agent ring time |
| Average call duration (s) | Average call duration in seconds |
| Service level % | Percentage of calls answered within 20 seconds |
| Timed out count LEGACY | Count of how many calls had the old outcome of "Timed out" |
| Evicted count LEGACY | Count of how many calls had the old outcome of "Evicted" |
| AI Positive Sentiment Count | Count of positive sentiment scores based on AI-optimization. |
| AI Negative Sentiment Count | Count of negative sentiment scores based on AI-optimization. |
| AI Neutral Sentiment Count | Count of neutral sentiment scores based on AI-optimization. |
Queue caller details
| Term | Definition |
|---|---|
| Start time | Date and time of the queue entry in UTC (as it is today) |
| Start time [timezone name] | Same as current column "Start time" but in timezone of PBX |
| Conversation Space Ids | Unique identifier of a call (conversation space) |
| Leg Id | Identifier of the leg of the participant in the call |
| Caller Name - Number | The caller name / number |
| Dialed number | The number the customer dialed |
| Dialed number name | The name of the number the customer dialed |
| Queue | Name of queue |
| Time in queue (s) | Time spent waiting in the queue in seconds |
| Outcome | The outcome of the call (based on the new categories) |
| Left queue reason | The detailed reason of the LeaveReason. Sub-category of outcome |
| Talk duration (s) | Talk time (including hold) in seconds |
| Call duration (s) | Time in queue + Talk duration |
| Agent Name | Name of the agent that handled the call
Note: The agent name may also include the device's name next to it in parenthesis. For example, "John Doe (on device name)".
|
| Agent ring time | How long the agent phone was ringing before the call was answered |
| Disposition | Agent disposition that was logged at the end of the call |
| SMS Sent | If the call was abandoned, was an SMS sent to the caller phone number |
| In SLA | Was the call answered within a hard-coded queue SLA of 20 seconds |
| Media type | “phone” |
| Direction | “inbound” |
| AI Sentiment | The sentiment score of the call (positive, neutral, or negative) based on AI-optimization. |
| Topics | The most common detected topics based on AI-optimization. |
| Callback offered | Caller was offered the option of a callback in the IVR |
| Callback requested | Caller accepted the callback offer |
| Outcome LEGACY | The outcome of the call based on the old categories |