FCBeckyBlack's avatar
FCBeckyBlack
Active Contributor
2 years ago
Status:
Reviewed by moderator

Reporting on missed calls for Ring Group

Hello, 

One of my support teams is set up as a Ring Group and all calls into our main line that select the option for Customer Support go to this team. I need reporting that shows how many calls are missed to this extension, regardless if any of the team is logged into GoTo at the time or not. 

I know I can pull reporting based on the phone number, but not all calls to that phone number go to this team. I need to see the data for their extension specifically. I currently pull all of their individual reports, combine them, and then determine which of the calls listed were missed, but this does not include any calls that might have been received if all users are not logged in.

Thanks!

Reporting

3 Comments

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  • GlennD's avatar
    GlennD
    GoTo Manager
    5 days ago

    Hi mkeaton, those look like AI replies, which can be a little hit or miss. While we do have a missed call report in our Analytics it is not specific to Ring Groups at this time.  

  • mkeaton's avatar
    mkeaton
    Frequent Contributor
    5 days ago

    Looks like this is old. But this function is still lacking. Interestingly.. when you google this  issues it says: 

    To view call volume for ring groups in GoTo Connect, you'll need to access the Analytics dashboard. Specifically, you'll find the Ring Group Summary report within the Analytics section, which provides insights into call traffic and average call handling times for each ring group. You can also export these reports in CSV format for further analysis, according to GoTo Support.

    Detailed Steps:1. Access GoTo Connect Analytics: 

    Sign in to your GoTo Connect account and navigate to the Analytics section. 

    2.  Locate the Ring Group Summary:

    Within the Analytics dashboard, find the "Ring Group Summary" report, which provides a detailed overview of call activity for each ring group. 

    3.  View Call Detail Records: 

    Click on "View" within the Ring Group Summary report to access call detail records, including individual call legs. 

     

    None of that is actually available  to look at.  Can you assist on how to get any reporting for the ring groups? I can see general numbers on the dial plan inspector, but those numbers are inaccurate, and only show last 30 day vs what i need which is previous month  and then monthly there after.

  • KateG's avatar
    KateG
    GoTo Manager
    2 years ago
    Status changed:
    New
    to
    Reviewed by moderator

    FCBeckyBlack thanks for sharing this idea. This will be shared with the team. There are some improvements to ring groups monitoring and analytics coming.