Group Distribution Report

Report Purpose

To provide a summary of how calls to a group number are being distributed amongst user extensions. Eg. For Calls to the Sales Group yesterday, Fred handled 26 calls, Jane 6 and Malcolm 1.

Required Input (Report Subject)

• Select a specific group number to serve as the report's subject.
• Choose the extension group to display the distribution of calls.
• “All Groups” is the default option but should only be used for very small organisations.
• Appropriate “Group Filters” should be configured and applied for reporting significance in this report.

Optional Input (Available Filters)

• Trunk Filter - Restrict the report to calls made via specific trunks for external call data.
• 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;

• Name - The display name associated with the individual or extension.
• Calls Answered - Total number of calls to this group number answered at this extension.
• Average Answer Time - Average time taken to answer calls to the group number
• Average Talk Time - Average talk time for a call to this group number that was answered at this extension.
• Total Talk Time - Total duration of all answered calls for the group number.