Metrics / Reporting
Hi there,
Our company is new to Go To and I am wanting to setup and run reporting on my schedulers who take inbound and outbound calls to schedule inspections. I have gone in and used the analytical section to run weekly reports but what I struggle with is an efficient way to separate out the number of calls my two schedulers didn't handle. For example, they went through the auto-attendant and didn't speak with anyone because my schedulers were on the phone or it was after hours, etc. Does anyone have any tips or tricks to find "missed" calls through the internal and external numbers instead of by my users? I run the report for the week prior and it will say total inbound and total outbound calls and my schedulers only show the # they handled but I want to know how the other calls ended up as far as the disposition.
We also run outbound call campaigns to new agents and to agents who used us for the first time on an inspection the week prior and I'm trying to find out if there is a report I can run to understand my metrics for our campaigns.
Any help, tips, advice, would be greatly appreciated.
Thank you,
Erin
Hi ErinW2025
Here's the feedback I received:
In order to see an aggregate of total missed calls by phone number. You can group by "internal number" and filter by call result -> missed call + hung up (in queue) + hung up (on hold) + hung up (parked).
This will give a total count of all calls by each of their internal numbers that either missed or the caller hung up while on hold / parked (call abandoned before scheduler scheduled anything
group by "internal number"filter by call result -> missed call + hung up (in queue) + hung up (on hold) + hung up (parked).To see the calls specifically for each number, click on the phone number and enter the detail view for the number. This will show all calls for that number that missed / hung up.
Check Call Reports - Summary by internal number
