Group Call Summary with Times Report

Report Purpose

To provide a summary of call volumes and average talk/answer times across a number of groups on the system.

Required Input (Report Subject)

• Select a specific group, group range, location or department 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. Selecting a location or department will include all groups configured with the associated tag within their configuration.
• 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 - Restricts the report to calls made via specific trunks, useful for external call statistics.
• Include Internal - Includes internal calls in the totals (they are excluded by default)
• Restrict Times - Only include calls made or received within a specified time range.

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 calls offered over the reporting period.
• Total Answered - Total number of calls answered by this group.
• Voicemail Calls - Total number of calls directed to this group that went to voicemail.
• Abandoned Calls - Total number calls abandoned at this group.
• Total Overflowed - Total number of calls overflowed away from this group (excluding calls overflowing to voicemail).
• Average Answer Time - Average ring time before a call is answered.
• Average Talk Time - Average talk time for an answered call.
• Average Time to Abandon - Average time to abandon abandoned calls.
• Percentage Answered - Percentage of offered calls that were answered here (rounded).