Group Missed Calls Report

Report Purpose

To provide a detailed list of unanswered calls to group numbers, enabling proactive management of customer callbacks.

Required Input (Report Subject)

No input requirement.

Optional Input (Available Filters)

• Choose a single group number or a group range as the focus of the report.
• Use the "Group" or "Group Filter" options to include calls directed to specific groups or multiple associated groups.
  
• Minimum Ring Time - The minimum ring time required for a call to appear on the report. For example, setting this to "5 seconds" will exclude calls with shorter ring times.
• Include Voicemail Calls - Include calls to Voicemail as Missed Calls.
• Show only calls not returned - Enable this checkbox to remove any customer calls that have already been returned from the reporting output.
• Extension Filter - Limit results to calls returned or callbacks if they are connected by extensions. Example: Use this filter to show only calls returned by the sales team, excluding calls handled by other departments.
• System Selection - “All Systems” is the default selection, however for customers with multiple systems the output can be restricted down to one associated system.
• Trunk Filter - Restrict the report to calls made via specific trunks.
• 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;

• Date/Time - Date and time of the associated call.
• Ring Time- Length of time the call ranges before the caller disconnected.
• Caller Number - Caller ID of the incoming party.
• Group Called - Group number the caller was waiting on before disconnection.
• Called Back - Did the caller call back at a later time and speak to a representative during the reporting window
• Call Returned - Has a representative made a return call to the caller during the reporting window
• Last Spoke To - The name and number of the last representative to speak to the caller in the event of a call that was “Called Back” and/or had their “Call Returned”.

Note: Calls are only displayed if there is an associated caller ID available for the incoming call (i.e. private number calls are not shown).