HELP FILE

What is the caller activity report?

This tab provides call activity from the external caller's perspective. These caller-specific reports can serve as a great resource for Sales, Customer Support, and Customer Experience Managers to view the interactions their teams are having with these phone numbers. By default, results are sorted by total duration, putting the most active phone numbers (inbound and outbound calls) at the top. Please allow up to 6 hours for the latest data to display.

Caller Activity Summary

Caller Number Non-GoToConnect phone number associated with the call data. Click a number to view the activity summary.
Total Call Volume The total number of calls to or from a non-GoToConnect phone number.
Inbound Volume The total number of calls from a non-GoToConnect phone number to any GoToConnect phone number or extension.
Outbound Volume The total number of calls to a non-GoToConnect phone number from any GoToConnect phone number or extension.
Total Duration The total amount of time (hh:mm:ss) that a non-GoToConnect phone number interacted with any GoToConnect phone numbers.
Inbound Duration The total amount of time (hh:mm:ss) that a non-GoToConnect phone number called and interacted with any GoToConnect phone numbers.
Outbound Duration The total amount of time (hh:mm:ss) that any GoToConnect phone number called and interacted with a non-GoToConnect phone number.
Average Duration The Total Duration divided by the Total Call Volume.

Caller Activity Details

Click an entry to view a detailed log of each call leg to and from the selected caller number. Each entry shows information specific to an individual call-who was it with, when did it happen, who initiated the call, and how long it lasted. Additionally, the statistic widgets display call totals and aggregate statistics for the selected date range and search parameters.

From Phone number that initiated the call.
To Phone number that received the call.
Start Time Date and time the call was initiated. The time zone matches your browser's time zone. Exported data displays data in both the local and GMT time zones for easier consumption.
Answer Time Date and time the call was answered.
End Time Date and time the call ended.
Duration Total time from when the call was answered to the end of the call.
Disposition Outcome of the call. See the top cause codes.
Call Direction Defines whether the call was inbound or outbound to the user's line.
Recordings Allows you to listen to call legs that have been recorded.
Tip: Click column headings to sort table data or enter search criteria (phone number, name, or subset of numbers) to find the data you need. You can add multiple search parameters to narrow your results even more.