The most valuable reports aren't the ones with the most data; they're the ones that answer the questions your business is trying to solve
One of the things I love about reporting is that no two organizations use it exactly the same way.
The questions that matter most to one organization can look completely different from another. GoTo Connect has always given you a lot of flexibility there, and I'm proud to say it just got even better. A lot of these enhancements came directly from your feedback, which makes them even more meaningful to share.
In this article, I'll show you some of the questions that are easier to answer with our recent reporting enhancements and how those answers can help you make more informed decisions. I'd also love to hear from you in the comments. What reporting capabilities are on your wish list?
What's happening during our busiest hours?
A full day of reporting can tell one story. Looking at a specific part of the day can tell a completely different one.
The new Time of Day Filter lets you focus any analytics board on a specific window within your selected date range, down to the minute. Whether that's your morning rush, lunch coverage, or after-hours support, you can look at exactly that period and nothing else.
Why it matters: The answers you're looking for aren't always found in an all-day view. Intraday filtering makes it easier to validate assumptions and isolate patterns with greater precision.
How are my teams performing?
Whether you're reviewing performance across departments, comparing locations, or trying to understand how a specific group is trending, building that picture one user at a time can be tedious.
The new User Group Filter lets managers and admins filter Call Reports by team or department, giving you the view you need without the manual setup.
Why it matters: When your reports reflect the way your organization is actually structured, you spend less time building them and more time learning from them.
New to user groups? Learn how to set them up in GoTo Admin
What are customers actually talking about?
Knowing what happened in a conversation is useful. Understanding the context behind it is where things get interesting.
The new Sentiment and Topic filters make it easier to explore patterns across customer conversations. These enhancements add context to traditional metrics, helping you better understand what customers are experiencing and why.
Why it matters: Your customers are telling you something in every conversation. This makes it easier to actually hear it.
Available with Advanced Reporting
How are we performing against our quality standards?
Spotting a low score is easy. Understanding whether it's part of a larger trend is where reporting becomes valuable.
The AI Quality Management Analytics Board gives quality and operations leaders a dedicated view of performance against evaluation standards over time. You can see how scores are trending, which criteria are consistently met or missed, and where the most meaningful coaching opportunities are.
Why it matters: When quality data is easy to read and act on, coaching becomes more targeted, improvements become more measurable, and customer experiences become more consistent.
Available for Contact Center with AI Quality Management
Putting It All Together
The real power of reporting isn't in any single filter. It's in what you can uncover when you combine them.
Are my teams keeping up during peak hours, or are calls slipping through?
User Group Filter + Time of Day Filter
If call volume spikes between 10 a.m. and noon and answer rates are dipping for a specific group, that's a conversation worth having.
Is my sales team getting calls about our current promotion, and how are those conversations going?
User Group Filter + Topic + Sentiment
See which team is handling those conversations and whether customers are responding positively, or if there's something in the messaging worth revisiting.
Is my opening shift performing differently than my closing shift?
Time of Day Filter + Queue Filter
If handle times and answer rates look different depending on when you're looking, you have the information you need to make a more informed staffing or scheduling decision.
Is a dip in quality scores isolated to a few agents, or is it something broader?
AI Quality Management Analytics Board + User Group Filter
Understand whether you're looking at an individual coaching opportunity or a trend that may require a broader response.
Make Your Best Reports Go Further
Finding the answer once is valuable. Making that answer easy to revisit and share is even better.
Once you've built a report that helps answer an important business question, save it. Custom reports and analytics boards can be saved and reused, making it easy to return to the views that matter most without rebuilding them from scratch.
When those insights need to reach a broader audience, scheduling and sharing makes it easy to keep people informed.
Why it matters: The goal isn't just finding answers. It's making sure the people who need those answers can use them.
Learn how to save and share custom reports
Learn how to schedule and share reports automatically
Bonus: Find the Right Conversation Faster
If you made it this far, here's a bonus update for you: participant name and phone number filters now auto-populate from your existing call data. Start typing and matching results appear instantly. No more switching tabs or searching from scratch.
Sometimes the best reporting enhancements are the ones that simply help you get where you're trying to go faster.
Share in the comments. What questions are you trying to answer with GoTo Connect reporting?
