GoTo's call reports plan details
Compare the call report features that come with your GoTo Connect plan against our Advanced Reporting and Analytics add-on.
Remember: The Advanced call reports add-on is available for GoTo Connect customers. Customers with Contact Center Complete, CX, or Auto CX automatically have these add-on features built into their plans. If you'd like to upgrade your plan, please contact Sales.
| Category | Specific feature | Details | Included with GoTo Connect | Advanced reporting add-on |
|---|---|---|---|---|
| Perspectives | User, internal phone number, and external phone number aggregation | Provides call activity reporting for:
|
✓ | ✓ |
| 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. | ✓ | ✓ | |
| Filters & tools | Filter by date | Ability to filter data by selecting a time frame or custom date range. | ✓ | ✓ |
| "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" filters | Ability to filter data by entering a specific phone number and participant name to narrow your results. | ✓ | ✓ | |
| Export capabilities | You can export:
|
✓ | ✓ | |
| Custom boards | Ability to make custom copies of the call reports board with the desired filters and then share them with team members if desired. | ✓ | ✓ | |
| Table column management | Ability to remove and rearrange table columns. | ✓ | ✓ | |
| Available metrics | 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. If so, the data and charts will auto-update based on the applied groups and filters. | ✓ | ✓ | |
| Interaction overview | Access to call recordings | Listen to call recordings with respect to the admin portal recording permissions. | ✓ | ✓ |
| 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. | ✓ — Call recording must be enabled for this feature to work* *For Contact Center Complete customers with the AI Optimization add-on, a summary will be provided for all agent calls regardless of the recording status. They will also see a Sentiment field in this section. |
||
| Details | See the complete call journey from start to finish. This comprehensive view allows for troubleshooting, valuable insights into the customer journey, and a better understanding of the overall experience. | ✓ | ||
| Notes | See the AI generated summary here as well as any notes taken by the agent during an interaction. | Available for Contact Center Complete customers only. | Available for Contact Center Complete customers only. | |
| 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. | ✓ — Call recording must be enabled for this feature to work | ||
| Export option | Generate a .csv report of a call's interaction details. | ✓ |
Article last updated: 14 May, 2025