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Column Descriptions

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Group

Displays the names of the selected phone system groups in alphabetical order.

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Total Calls

Shows the total number of calls (inbound, outbound, and internal) associated with the given group.

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Presented Calls

This shows the total number of calls in which the specified group was involved in at least one ringing or queue event, meaning the group had a chance to participate in the call. By default, this column will only include inbound calls.

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Presented Calls

• This column does not look for talking events. A call that contains at least one ringing or queue event will count as presented, regardless of whether or not it was answered.
• An inbound call that goes directly to voicemail will not count as presented because it never rang at an agent's phone or entered a queue.

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Answered Calls

This shows the total number of inbound calls associated with the given group that contained at least one talking event. These are calls that were handled by a live agent.

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Missed Calls

This shows the total number of calls in which the given group was involved in a ringing or queue event, but not a talking event, meaning they missed the call. By default, this column will only include inbound calls.

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Missed Calls

• A single call that rang two different times for the same group but was answered once will count as an answered call, not a missed call.
• Calls that were answered by a second group after being missed by the first group will still count as missed for the first group, even though the call itself was eventually answered.
• In order for a group to miss or answer a call, the call must first be presented to the group. An inbound call that goes directly to voicemail will not count as presented or missed because it never rang at any agent's phone or entered a queue.

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Max Calls in Queue

Shows the largest number of calls associated with the given group that were simultaneously waiting in queue.

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Calls Overflowed To

Shows the total number of calls that the given Hunt group received as overflow calls from other groups.

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Calls Overflowed To

This column counts calls that contain overflow events listing the given group as the receiving party. The group sending the overflow call is listed in the Hunt Group column.

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Calls Overflowed From

Shows the total number of calls that were overflowed into another Hunt group from the given group.

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Calls Overflowed From

This column counts calls that contain overflow events listing the given group in the Hunt
Group column. The group receiving the overflow call is listed as the receiving party.

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Total Ringing Duration

Shows the total duration of all ringing events associated with the given group

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Avg Ringing Duration

Shows the average duration of all ringing events associated with the given group

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Max Ringing Duration

Shows the maximum duration of all ringing events associated with the given group

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Total Queue Duration

Shows the total duration of all queue events associated with the given group

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Avg Queue Duration

Shows the average duration of all queue events associated with the given group

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Max Queue Duration

Shows the maximum duration of all queue events associated with the given group

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Total Talking Duration

Shows the total duration of all talking events associated with the given group

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Avg Talking Duration

Shows the average duration of all talking events associated with the given group

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Max Talking Duration

Shows the maximum duration of all talking events associated with the given group

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Total Hold Duration

Shows the total duration of all hold events associated with the given Hunt group

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Avg Hold Duration

Shows the average duration of all hold events associated with the given Hunt group

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Max Hold Duration

Shows the maximum duration of all hold events associated with the given Hunt group