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jstrittmatter's avatar
jstrittmatter
Active Contributor
2 months ago

New Call Reports in Analytics compared to Phone Number Activity Calls Report

When I run the Calls Report from Analytics, previous week, ungrouped and filtered by the phone number assigned to a queue, the number of outbound calls is less for the same period in the old Calls Report, Phone Number Activity. Why is there a difference?

  • KateG's avatar
    KateG
    GoTo Manager
    2 months ago

    Nice to see you jstrittmatter

    This article explains the difference between the New and Old Call Reports, below is what you are experinceing

    New call reports are conversation based. This means:

    • You no longer have duplicate calls showing up in your call report.
    • This leads to more accurate call totals and KPIs since it no longer averages out the same duplicate call.
    • If you have a user with both a device and a user, the call would display as two individual line items in the old leg-based report. Now, it shows as a single line item for both legs or the call.
    • 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.

     

    Old call reports are Leg-based. This means: 

    • Call legs focus on a single segment or part of a phone call and represent one side of the call, such as one participant's connection to the call.