How do you pull call center reports when you’re using a call-blast support queue?

Question

Hi everyoneI’m running a small support team on Grasshopper and need help figuring out basic call-center style reporting. We’ve got a single toll-free number that blasts out to ~10 employee extensions (plus a Sales ring-group as overflow). I can export the raw “Call Activity” CSV, but I’m struggling to turn that into actionable stats—things like:How many inbound support calls actually hit the queue?Which reps pick up fastest / most often?Who’s letting the call ring out?Average ring-time before someone answers or the caller gives up / voicemail.The detail report is very confusing to read, let alone try and derive any insights from it. Coloumn headers from that report:&nbsp;Date/Time VPS Number Duration Caller ID Connecting # Extension Direction TypeWhat I think I needOne row per inbound ticket summarizing: timestamp, caller, which rep ultimately answered (or “none”), and total ring duration.A quick way to slice by rep so I can see answer-rate, average talk time, etc.Ideally a canned Grasshopper report (or if anyone knows third-party tools/integrations to report out)Questions for the communityDoes Grasshopper itself surface a “queue performance” or “user answer rate” report that I’m missing?If you’re exporting the CSV, how are you de-duping the blast rows and extracting insights?&nbsp;Any integrations that make this painless?

glennd · Answer

Hi IanBrig, welcome to the community.
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This support article explains each of the detailed report parameters: Detail Report overview, Unfortunately, it does not capture everything you are looking for at this time.&nbsp;
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Counting the number of In, in the Direction column will tell you How many inbound support calls actually hit the queue?
Direction - In + Type - Hangup should indicate a call that was not answered. If you look at these and the Extension listed as well you should be able to identify which agent/extension is not answering calls.&nbsp;