How do I export Call reports and 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.

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.

Exporting Call reports

Within call reports portal

Before you begin: You must be assigned view reports permissions or the Super admin role to perform this task.

Sign in at https://my.jive.com/cr.
Click the report you would like to view in the top Call Reports navigation menu.
Click Export in the top right corner.
Open the .csv from your downloads.
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.

Within Analytics

Before you begin: You must be assigned view reports permissions or the Super admin role to perform this task.

Sign in to our GoTo desktop/ web app.
Select Analytics to launch the analytics site.
Select the board you want to export.
Select the group you would like:
- 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 the icon on the top right of the Call reports board.
Select which report you would like to export. Choose from:
- Call reports — Summary (all calls, by user, by internal number, by external number)
- Call reports — Details for (user, internal number, external number)

Exporting Agent performance

Before you begin: You must be set up as a user and be assigned the Supervisor role 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

Sign in to our GoTo desktop/ web app.
Select Analytics to launch the analytics site.
Select Agent performance from the left navigation.
Select the icon on the top right of the Agent performance board.
Select Agent summary.
Select Export.

Exporting Queue caller

Before you begin: You must be set up as a user and be assigned the Supervisor role 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

Sign in to our GoTo desktop/ web app.
Select Analytics to launch the analytics site.
Select Queue caller from the left navigation.
Select the icon on the top right of the Queue caller board.
Select the file type.
Select which report you would like to export. Choose from
- Queue caller summary - grouped by date
- Queue caller summary - grouped by queue
- Queue caller details
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 dialled
Dialed number name	The name of the number the customer dialled
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 hardcoded 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