What are the differences between the old call reports portal and the new call reports portal?
Learn what level of access your role provides and compare feature differences between the old and new call reports.
- New conversation-based reporting. You no longer have duplicate calls showing up in your call report.
- This leads to more accurate call totals and KPIs since it no longer averages out the same duplicate call.
- If you have a user with both a device and a user, the call would display as two individual line items in the old leg-based report. Now, it shows as a single line item for both legs or the call.
- Ability to filter and aggregate the data more easily.
- Easily find calls with the "ungrouped" filter. You no longer have to search multiple tabs to find a call.
- Add filters and find a specific call regardless of whether it was a user, phone number, or caller number.
- Search by either user, phone number, or extension.
- Save customized boards with a filter set and share them with other admins.
- Members now have access to their own calls.
What do I have access to in the call reports portal based on my role?
| Role | Access level | Recordings |
|---|---|---|
| Super admin | Super admins have access to all calls on the platform. |
Super admins have access to all recordings for all calls on the platform as specified in the admin portal recording permissions. |
| Admin | Admins have access to calls they are involved in. When an Admin enters the call reports portal, they will only see calls they participated in. |
Admins only have access to call recordings for calls they participated in with respect to the admin portal recording permissions. |
| Custom role |
Note: Super admins will decide which call report permissions to enable on the custom role:
|
Note: Super admins will decide which call recording permissions to enable on the custom role:
|
| Member | Members have access to calls they are involved in. When a member enters the call reports portal, they will only see calls they participated in. |
Members only have access to call recordings for calls they participated in with respect to the admin portal recording permissions. |
What features are available in the old call reports vs new call reports?
| Feature | Description | Old call reports portal | New call reports portal |
|---|---|---|---|
| Leg-based reports | Call legs focus on a single segment or part of a phone call and represent one side of the call, such as one participant's connection to the call. | ✓ | |
| Conversation-based reports | Analyze all the call legs involved in a single call interaction all in one place. Conversation-based reporting will show the complete exchange of audio and information between the participants during a call, and includes all the components that make up the call, such as the call setup, the actual conversation, and the call hang-up or disconnection. |
✓ | |
| User, internal phone number, and external phone number reporting | Provides call activity reporting for each user, call activity from the perspective of your GoTo Connect phone numbers, and call activity from the external caller's perspective. |
✓ | ✓ |
| "Ungrouped" filter | The "ungrouped" filter provides a comprehensive and detailed look into each individual call without categorizing or aggregating them based on only user, phone number, or external number. |
✓ | |
| "Phone number" and "User" search | Ability to filter data by entering a specific phone number and participant name to narrow your results. |
✓ | ✓ |
| Filter by date | Ability to filter data by selecting a timeframe or custom date range. |
✓ | ✓ |
| Remove and rearrange table columns | Ability to remove and rearrange table columns. |
✓ | |
| Access to call recordings | Listen to call recordings with respect to the admin portal recording permissions. |
✓ | ✓ |
| Export call recordings | Ability to export a call recording that will be saved onto your desktop. |
✓ | ✓ |
| Create custom boards | Save custom copies of the call reports board with the desired filters. |
✓ | |
| Share custom boards | Share custom boards with other members of your team. |
✓ | |
| Export current selection | Add filters and export aggregated data only. |
✓ | |
| Dark mode | Ability to change the interface from a light theme to a dark theme. |
✓ | |
| Basic KPIs and call charts | Separate call activity for user, internal phone number, and external phone number into their own reports. |
✓ | ✓ |
| Additional usage KPIs that update with filters applied | Call activity for user, internal phone number, and external phone number can be grouped together, and the data and charts auto-update to based on groups and filters applied. |
✓ | |
| Access to interaction details — Advanced call reports tier only | The interaction details showcase the complete call journey from start to finish within the Interaction overview. This comprehensive view allows for troubleshooting, valuable insights into the customer journey, and a better understanding of the overall experience. |
✓ | |
| Export interaction details — Advanced call reports tier only | Generate a .csv report of a call's interaction details. |
✓ | |
| Export call reports | Use export to generate a .csv of the desired data. |
✓ | ✓ |
| Accessible link to call reports within GoTo app | Quickly access the call reports portal within your GoTo app. |
✓ |
