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

jstrittmatter

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

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.