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Forum Discussion
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
11 Replies
We (location in Oregon) just got the update yesterday on these reports. I have favorited the old reporting page since it will be easier to find things there. These new reports are following the Analytics template for the connect center and are overly complicated but at least they show you the process of the call and if they left a voicemail (still cant hear it tho!).
GoTo’s new call reports experience is here! Starting in a few weeks, you’ll be redirected to the new portal automatically, but you can still access the old experience by bookmarking this page. Learn more - the Learn more doesn't say how long we will h ave access to the "old" reporting page. Is it indefinitely? Or will it be phased out at some point?
Thank you!
PSHinSD It's for the new reports. The old report documentation can be found here.
Our team is working on documentation that will highlight the differences between the old and new reports. It should be available soon.
This looks like instructions for the old UI for reporting, can you confirm?
PSHinSD have you reviewed this document on call reports?
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.
Thank you verry much for taking the time to both answer and follow up Kate. Very much appreciated.
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,
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.
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.
