Forum Discussion

Warren5's avatar
Warren5
Active Contributor
8 months ago

Call reports have a new look message

When accessing Call Reports I'm getting the message:

 

Call reports have a new look

This new call reports page has more KPIs, robust filters, and extra features for calls on your account.

The data shown here is ready to filter and export.

For historical data, visit the old call reports.

 

After clicking on the 'Got It' button, I'm taken to the new Call Reports screen.  When trying to access a call recording I get the message:

 

Upgrade to access this feature

Your GoTo license doesn’t include advanced interaction details.

Upgrading to an Advanced Reporting or Contact Center license will give you access to this feature and more.

Discover your upgrade options

 

Although I am able to access the old call reports portal, which is recording current calls and still has all of our call history, for how long?  Will we be forced to upgrade or lose our call history?  Will we be forced to upgrade, at some point, to utilize the Call Reports function?  

 

The old version of Call Reports is working well for us and, unless we have to upgrade, we'd rather not incur the cost to do so.

 

Thank you

  • KateG's avatar
    KateG
    GoTo Manager
    8 months ago

    Hi Warren5 Welcome to the GoTo Community


    Thanks for your feedback here. I don't know of any plans of a forced upgrade, but I'm checking with the team and will follow up with you. 

    • Warren5's avatar
      Warren5
      Active Contributor
      8 months ago

      Thank you verry much for taking the time to both answer and follow up Kate.  Very much appreciated.  

  • PSHinSD's avatar
    PSHinSD
    Active Contributor
    8 months ago

    Warren5,

     

    In the same boat and I find it very concerning that a company of this size would force this deployment on users when it doesn't work correctly and per my discussion with support just now, has NO documentation to go with it.  I manage several Gotoconnect accounts that use call recordings on a daily basis and this is a major issue. But you can get back to the old call reports using this link.

     

    https://my.jive.com/cr/

     

    Make sure you are logged in to the PBX portal so that it uses your regular credentials. 

     

    GotoConnect admins, maybe try vetting your product upgrades before you force it on all of your users. This move is amateurish, your project managers should know better.

    • KateG's avatar
      KateG
      GoTo Manager
      8 months ago

      PSHinSD sorry to hear about your experience. I'd like to share your feedback with the team. 

      Can you tell me what doesn't work correctly in the call reports? 

      • PSHinSD's avatar
        PSHinSD
        Active Contributor
        8 months ago

        Call recordings, its how I found the link to the old call reports.

         

        Phone support agent had no clue. Can you tell me how to duplicate the old reports using the new interface? UI documentation? 

    • Warren5's avatar
      Warren5
      Active Contributor
      8 months ago

      Thank you very much for your reply and assistance.  Hopefully, this won't be forced upon us, and we can migrate when and if we want to.