Group Stats Report

Report Purpose

This report is designed to show basic percentage-related stats for configured groups within the system.

Required Input (Report Subject)

• A group list/filter must be selected as the subject of this report.
• “All Groups” is the default selection option, however any configured “Group Filter” may be applied.
• 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 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 - Total number of calls offered to this group over the reporting period.
• Answered (%) - Percentage of calls answered.
• Abandoned (%) - Percentage of calls abandoned.
• Overflowed (%) - Percentage of calls overflowed away from this group.
• Ave. Handle Time - Average handling time (talk time) for answered calls.