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Inbound Group Summary

The Group Summary Report contains information pertaining to the Groups Selected.

Below is a description of each column: 

Presented Calls 

Shows the total number of calls in which the specified group was involved in at least one Ringing or Queue event, meaning the group had a chance to participate in the call. By default, this column will only include inbound calls, but it can be set to include other call directions.
 
Please note:
  • This column does not look for Talking events. A call that contains at least one Ringing or Queue event will count as presented, regardless of whether or not it was answered.
  • An inbound call that goes directly to voicemail will not count as presented because it never rang at an agent's phone or entered a queue.

Answered Calls 

Shows the total number of inbound calls associated with the given group that contained at least one Talking event. These are calls that were handled by a live agent.

Missed Calls 
 
Shows the total number of calls where the given group was involved in a Ringing or Queue event, but not a Talking event, meaning they missed the call. By default, this column will only include inbound calls, but it can be set to include other call directions. 
 
Please note:
  • A single call that rang two different times for the same group but was only answered once will still count as an answered call, not a missed call. In a Group report, a single call cannot be simultaneously answered and missed.
  • Calls that were answered by a second group after being missed by the first group will still count as missed for the first group, even though the call itself was eventually answered.
  • In order for a group to miss or answer a call, the call must first be presented to the group. An inbound call that goes directly to voicemail will not count as presented or missed because it never rang at any agent's phone or entered a queue.

Calls Overflowed To 

Shows the total number of calls where the given group was involved in a Ringing or Queue event, but not a Talking event, meaning they missed the call. By default, this column will only include inbound calls, but it can be set to include other call directions. 
 
Please note:
  • A single call that rang two different times for the same group but was only answered once will still count as an answered call, not a missed call. In a Group report, a single call cannot be simultaneously answered and missed.
  • Calls that were answered by a second group after being missed by the first group will still count as missed for the first group, even though the call itself was eventually answered.
  • In order for a group to miss or answer a call, the call must first be presented to the group. An inbound call that goes directly to voicemail will not count as presented or missed because it never rang at any agent's phone or entered a queue.

Call Overflowed From

Shows the total number of calls that were overflowed into another hunt group from the given group. 

 
Please Note:
  • This column counts calls that contain Overflow events listing the given group in the hunt group column. The group receiving the overflow call is listed as the receiving party.

Percent of Calls Answered

Shows the percentage of the given hunt group's total calls that include at least one Talking event with an agent in the hunt group, meaning they were answered by the agent. By default, this column will only include inbound calls, but it can be set to include other call directions. A call that rang at multiple groups' phones before being answered will count once for each group. The call will only count as answered for the group that actually answered the phone; the call will count as missed for the other groups.
 
Percent of Calls Missed
 
Shows the percentage of the given group's calls where the group was involved in a Ringing or Queue event, but not a Talking event, meaning they missed the call. By default, this column will only include inbound calls, but it can be set to include other call directions. 
 
Please note:
  • A single call that rang two different times for the same group but was only answered once will still count as an answered call, not a missed call. In a Group report, a single call cannot be simultaneously answered and missed.
  • Calls that were answered by a second group after being missed by the first group will still count as missed for the first group, even though the call itself was eventually answered.
  • In order for a group to miss or answer a call, the call must first be presented to the group. An inbound call that goes directly to voicemail will not count as presented or missed because it never rang at any agent's phone or entered a queue.

Speed of Answer

Shows the total, maximum, minimum, or average time it took for the agents in the given hunt group to answer their phones when an Inbound call came to their group. Group speed of answer is defined as the total duration of the Ringing and Queue events associated with the group or the agents in the group before the call's first Talking event.
 
Please note:
  • This column only applies to Inbound calls.
  • This column only concerns events associated with an agent or group. It does not include events that have no particular agent or group association, such as Auto Attendant events.

Talking Duration

Shows the total, maximum, minimum, or average duration of all Talking events associated with the given group.

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