Forum Discussion

MNeiger's avatar
MNeiger
New Member
26 days ago

GOTO CALL REPORTS

After 6 months with GoTo VoIP now [after Mitel MiCloud], our User Community are happy and productive. Conversely, our Executives are not pleased with GoTo's undeveloped Call Reporting Capabilities.

Our Field Leadership has asked us in IT Services to build the following GoTo report capabilities:

  • Call Reports by User Group Filters vs the current Agent name only Filter.
  • More than 20 Agents Max within the Reports Filters.

Automated / Scheduled Call Reports:

We ran a test of 1 week's call report data and then scheduled same output using the "Schedule Report" process. Unfortunately, the data [Same Agents and Time Delta] were not even close... the scheduled report indicated that one Agent handled twice the Calls of her entire Branch.

-Michael Neiger

IT Director, Care Advantage, Inc

Richmond, VA

1 Reply

  • KateG's avatar
    KateG
    GoTo Manager
    26 days ago

    Hi MNeiger​ 

    Welcome to the Community, thanks for your feedback, I'd like to share this with the team. 

    One thing that would help is if you could submit the requests for the request for (1) call reports by user Group filters vs agent name and (2) more than 20 agents within report filters as two separate ideas in our idea section. Our team reviews all ideas submitted and others can vote and comment on the idea. 

    For automated and scheduled reports should match- It sounds like the scheduled report is not provided correct information. I see you had a case with a support agent, did you review the parameters for the report to ensure it was correct?