What is included in the call reports plans?
Identify features that are available in the Basic and Advanced call report plans.
If you'd like to upgrade your plan, please contact Sales.
| New Call Reports | |||
|---|---|---|---|
| Feature | Definition | Basic | Advanced |
| User, internal phone number, and external phone number aggregation | 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. |
✓ | ✓ |
| Filter by date | Ability to filter data by selecting a timeframe or custom date range. |
✓ | ✓ |
| Access to call recordings | Listen to call recordings with respect to the admin portal recording permissions. |
✓ | ✓ |
| 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. |
✓ | ✓ |
| Export call reports | Use export to generate a .csv of the desired data. |
✓ | ✓ |
| Export call recordings | Ability to export a call recording that will be saved onto your desktop. |
✓ | ✓ |
| 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. |
✓ | ✓ |
| "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. |
✓ | ✓ |
| 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. |
✓ | ✓ |
| Ability to export current selection, regardless of aggregation type and filters applied | Add filters and export aggregated data only. |
✓ | ✓ |
| Remove and rearrange table columns | Ability to remove and rearrange table columns. |
✓ | ✓ |
| Access to interaction details | 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 | Generate a .csv report of a call's interaction details. |
✓ | |
| Transcripts | Review the call transcript between the caller and business. We have implemented a distinct "caller" versus "other participants" UI, allowing you to quickly analyze the conversation and gain insights efficiently. | ✓ | |
| AI Summary | Quickly understand what occurred during a call with an AI-generated summary. The AI call summary supports English, Spanish, French, and Portuguese. For these languages, the system will provide summaries and topics in the language detected during the call. Calls in other languages will default to English. | ✓ | |