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Group Report Fields

Group Wait Time
Provides the total time the selected Groups were Ringing or Queuing.

Abandoned Calls
Shows the total number of inbound calls associated with the given group that did not end in a Talking or Voicemail event. These are calls that entered the system but were ended prematurely by the calling party.

Please note:
Because group reports filter out call events and other information that does not apply to the group, the reporting engine sometimes processes portions of calls that end with Transfer Hold events, even though the call was actually transferred and completed successfully by another hunt group. By the usual definition, a call that ends with a Transfer Hold event would be an abandoned call. However, in group reports, this unique situation has been accounted for and these calls will not be considered abandoned.

Agent Speed of Answer
Shows the total, maximum, minimum, or average time it took for agents in the given hunt group to answer their phones when an Inbound call came to them. Speed of answer is defined as the total duration of Ringing events associated with an agent before a 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.

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.

Average Calls Per Hour
Shows the average number of calls the group participates in every hour over the given timeframe.

Call Count
Shows the total number of calls (inbound, outbound, internal) associated with the given group.

Call Duration
Shows the total, maximum, minimum, or average duration of all calls associated with the given hunt group.

Caller Wait Time
Shows the total, maximum, minimum, or average amount of time callers spent waiting during calls associated with the given hunt group. Caller wait time is defined as the total duration of all events in a call other than Talking, Voicemail, or Dialing.

Calls 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.

Calls Overflowed To
Shows the total number of calls that the given hunt group received as overflow calls from other groups.

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

Event Duration
Shows the total, maximum, minimum, or average duration of all events of the specified type associated with the given hunt group.

Final Group Call Count
Shows the number of times the given group was the final group. The final group is the last group to be associated with an event during a call.

Please note:
This filter takes other event-level filters into account. This means that if the last group-related event has already been filtered out of the call data, this filter will look for the next-to-last group-related event.

Group Login Duration
Shows the total, maximum, minimum, or average block of time the specified agent spent logged in to the given group.

Group Logout Duration
Shows the total, maximum, minimum, or average block of time the specified agent spent logged out of the given group.

Inbound Calls
Shows the total number of inbound calls that contained at least one event associated with the given hunt group, meaning the group was involved in the call.

Please note:
This column includes calls that the group may not have actively participated in. For example, an inbound call that goes directly to the group's voicemail will appear in this column. To find calls that the group had an opportunity to participate in, use Presented Calls.

Initial Group Call Count
Shows the number of times the given group was the initial group. The initial group is the first group to be associated with an event during a call.

Please note:
This filter takes other event-level filters into account. This means that if the first group-related event has already been filtered out of the call data, this filter will look for the next group-related event.

Internal Calls
Shows the total number of internal calls associated with the given group. An internal call is a call that originated inside of your phone system and rang within your phone system.

Max Agents Logged In
Shows the largest number of agents simultaneously logged in to the given group.

Max Calls in Queue
Shows the largest number of calls associated with the given group that were simultaneously waiting in queue.

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 answered once will count as an answered call, not a missed call.
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.

Outbound Calls
Shows the total number of outbound calls associated with the given group. An outbound call is a call that originated inside of your phone system and dialed out to a number outside of your phone system.

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

Percent of Calls Abandoned
Shows the percentage of the given hunt group's total calls where the group's final involvement was not a Talking, Voicemail, or Transfer Hold event, meaning the call was abandoned. By default, this column will only include inbound calls, but it can be set to include other call directions. A call that was handled by multiple groups before being abandoned will count once for each group. The call will count as abandoned for the last group to handle the call, and will count as either abandoned or not abandoned for the other groups, depending on their final event.

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 Lost in Queue
Shows the percentage of inbound calls associated with the given group where the caller reached a queue and hung up before being answered by an agent.

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 answered once will count as an answered call, not a missed call.
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.

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.

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

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 a 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:
By default, this column only applies to Inbound calls. It can be set to look at other call directions.
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.

Unanswered Calls
Shows the total number of internal calls associated with the given group that did not contain at least one Talking event. These are calls that were never handled by a live agent.

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