Forum Discussion

IanBrig's avatar
IanBrig
New Member
2 months ago

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

Hi everyone

I’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: 

Date/Time VPS Number Duration Caller ID Connecting # Extension Direction Type

What I think I need
  1. One row per inbound ticket summarizing: timestamp, caller, which rep ultimately answered (or “none”), and total ring duration.
  2. A quick way to slice by rep so I can see answer-rate, average talk time, etc.
  3. Ideally a canned Grasshopper report (or if anyone knows third-party tools/integrations to report out)
Questions for the community
  • Does 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? 
  • Any integrations that make this painless?

1 Reply

  • GlennD's avatar
    GlennD
    GoTo Manager
    2 months ago

    Hi IanBrig, welcome to the community.

     

    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. 

     

    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.