Group Call Summary Report

Report Purpose

To show the distribution of calls to a designated group number amongst a subset of users/extensions.

Eg. How many calls to the “Sales Number” were answered by each individual within the “Sales Staff” user filter group.

Required Input (Report Subject)

• Select a specific group or range of groups as the subject of the report.
  
• In the next field, selecting a group or group filter will include all calls to the individual group or all groups associated with the group filter.
• Summarize By - This outlines how calls should be aggregated.
  • “Group” (default): Shows call totals per group.
  • “Location”: Aggregates totals for groups by their configured location.
  • “Department”: Aggregates totals for groups by their configured department.

Optional Input (Available Filters)

• Trunk Filter - Apply a trunk filter to display only calls made through the specified trunks.
• Restrict Times - Only include calls made or received within a specified time.

Output Data

Data for this report is output in the form of a table comprising of;

Displays "Group" when summarizing by group.

Displays "Location" or "Department" when summarizing by location or department respectively.

• Total Calls Offered - Total number of calls offered to this group over the reporting period.
  
• Total External - Total number of external calls offered.
  
• Total Internal - Total number of internal calls offered.
  
• External Answered - Total number of external calls answered.
  
• Internal Answered - Total number of internal calls answered.
  
• Total Overflowed - Total number of calls overflowed away from this group.
  
• Total Abandoned - Total number calls abandoned at this group.
  
• Transferred Away - Total number of calls answered here then transferred elsewhere.