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124578's avatar
124578
New Member
8 months ago

Gotoconnect Analytics

Hello Team,

For some reason I can't pull missed call reports based on the queue or direct extensions or sometimes even direct users 

I tried all the filters available on the new view to pull the missed call per rep report but unfortunately I could not get any data

the classic view had it not sure what happened !!

Contact Center
Customer Engagement
Windows

5 Replies

  • KateG's avatar
    KateG
    GoTo Manager
    8 months ago

    124578 

    Thanks for getting back to me, are you able to access those reports with the link I shared? 

  • 124578's avatar
    124578
    New Member
    8 months ago

    Hello KateG 

    Hope you are well, I used to be able to pull all the missed calls related to our main queue as well as missed calls from direct lines or direct extensions

    Thanks

  • KateG's avatar
    KateG
    GoTo Manager
    8 months ago

    The legacy view is still accessible.

    Could you share a bit more detail or any steps on how you used the legacy reports?  This will help us guide you on how to find and access what you need in the new analytics according to your plan. 

  • 124578's avatar
    124578
    New Member
    8 months ago

    Hello KateG 

    We used to have this feature when we first signed up on the same plan not sure what really happened ?

    Analytics overall became very very limited especially with the missed calls not being able to be tracked which is pretty frustrating... 

    isn't there a way to go back to the classic view of analytics where we used to have these options ?

  • KateG's avatar
    KateG
    GoTo Manager
    8 months ago

    Hi 124578 

    Welcome to the Community. Could you tell me what plan you currently have? I don't see that you are currently using Contact Center which has access to the analytics you mentioned. 

     

    You may also be interested in attending one of our live Q&A sessions with product experts, they are held every weekend, except Friday, at 11am Pacific.