IanBrig
2 months agoNew Member
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
- One 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 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?