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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

Before you begin: You must be set up as a user and be assigned the supervisor or admin role.
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.
  1. Sign in to our Analytics app.
  2. From Boards, select Agent performance, and then select Export CC Analytics in the top right corner.
  3. Select the desired format, table(s) to include, and then select Export.

    Result: If more than one table was selected, they will be exported individually.

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.
  1. Sign in at https://my.jive.com/cr.
  2. From the top Call Reports navigation menu, select the report you would like to view.
  3. Select Export in the top right corner.
  4. Open the .csv from your downloads.
    Note: When viewing your exported file, you’ll find two columns per each date/time column in the online view; there is one column in UTC and another in your local time zone.

From the analytics app

Before you begin: You must be assigned view reports permissions or the Super admin role to perform this task.
  1. Sign in to our Analytics app.
  2. Select the board you want to export and then select the desired group:
    • Ungrouped (view all)
    • User
    • Internal number
    • External number
  3. 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.
  4. Select Export CC Analytics on the top right of the board.
  5. 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
  1. Sign in to our Analytics app.
  2. From Boards, select Message report, and then select Export CC Analytics 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.
  3. 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.

Queue caller

Before you begin: You must be set up as a user and be assigned the supervisor or admin role.
  1. Sign in to our Analytics app.
  2. From Boards, select Queue caller, and then select Export CC Analytics in the top right corner.
  3. 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

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

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

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
Related Articles:
  • User activity report
  • Caller activity report
  • Phone number activity report
  • Disposition types/cause codes

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