Forum Discussion

mkeaton's avatar
mkeaton
Frequent Contributor
2 years ago

"Call Reports" Accuracy

We rely heavily on data from these reports, they have never been the most accurate but recently a change was made and now every RING on the outbound call is listed as a separate call.

 

I would report this via phone to support however I don't have a couple hours today to spare. I can provide thousands of examples, heck I could provide real time examples! Im not sure how no one has noticed or maybe they did? The Contact Center Analytic are also current broken when using the call back feature so no reporting right now is accurate.

 

This is all the same call recorded as 4  outgoing calls:

 

FromToQueue NameStart TimeStart Time (local)Answer TimeAnswer Time (local)End TimeEnd Time (local)DurationDispositionDirection 
Mayra Vargas(120)1503890**** 2023-09-19T18:57:18.944Z2023-09-19T11:57:18.944 PDT2023-09-19T18:57:35.626Z2023-09-19T11:57:35.626 PDT2023-09-19T19:03:19.551Z2023-09-19T12:03:19.551 PDT34416OUTBOUND
Mayra Vargas(120)1503890**** 2023-09-19T18:56:42.603Z2023-09-19T11:56:42.603 PDT--:--:----:--:--2023-09-19T18:57:18.643Z2023-09-19T11:57:18.643 PDT016OUTBOUND
Mayra Vargas(120)1503890**** 2023-09-19T18:56:06.267Z2023-09-19T11:56:06.267 PDT--:--:----:--:--2023-09-19T18:56:42.305Z2023-09-19T11:56:42.305 PDT016OUTBOUND
Mayra Vargas(120)1503890**** 2023-09-19T18:55:29.794Z2023-09-19T11:55:29.794 PDT--:--:----:--:--2023-09-19T18:56:05.833Z2023-09-19T11:56:05.833 PDT016OUTBOUND
  • mkeaton's avatar
    mkeaton
    Frequent Contributor
    2 years ago

    Few typos in my post and I'm unable to edit it, sorry y'all!!

    • KateG's avatar
      KateG
      GoTo Manager
      2 years ago

      mkeaton apologies for the delay, our team is currently reviewing. Thanks very much for the report, once I learn more we will notify this thread. 

  • mkeaton's avatar
    mkeaton
    Frequent Contributor
    2 years ago

    KateG  Did anything come of this?  I looked at my other users and it seems that this might be just this user. We even went as far to get her a new phone.. didn't make any difference. Wondering if the support peeps you reached out to had anything to relay?

     

    Also  wanted to say thank you for deleting the solicitation post from this morning,  I was going to reach out to you but then you took care of it! Thank you!

  • mkeaton's avatar
    mkeaton
    Frequent Contributor
    2 years ago

    KateG  Hey Kate is this something that could be passed along as a bug? Here is me calling myself, one call - recorded as 3 incoming calls.

     

     

    I can also report this in the feedback tool on the webpage.

     

    • KateG's avatar
      KateG
      GoTo Manager
      2 years ago

      mkeaton I appreciate the additional context here. I'm following up with the team and will give you an update as soon as I learn more.