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Column Descriptions

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Presented Calls

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, *but it can be set to include other call directions.

*To set to include other call directions, you need the Custom Reports module.

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Talking Events

• 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 where 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, but it can be set to include other call directions.

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Missed Calls

• A single call that rang two different times for the same group but was only answered once will still count as an answered call, not a missed call. In a Group report, a single call cannot be simultaneously answered and missed.
• 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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Calls Overflowed To

This shows the total number of calls that the given hunt group received as overflow calls from other groups.

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Calls Overflowed From

This shows the total number of calls that were presented to the given hunt group and then overflowed to another destination.

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Percent of Calls Answered

This shows the percentage of the given Hunt group's total calls that include at least one talking event with an agent in the Hunt group, meaning they were answered by the agent. By default, this column will only include inbound calls, *but it can be set to include other call directions.

A call that rang at multiple groups' phones before being answered will count once for each group. The call will only count as answered for the group that actually answered the phone; the call will count as missed for the other groups.

*To set to include other call directions, you need the Custom Reports module.

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Percent of Calls Missed

Shows the percentage of the given group's calls where the 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, *but it can be set to include other call directions.

*To set to include other call directions, you need the Custom Reports module.

📘

Missed Calls

• A single call that rang two different times for the same group but was only answered once will still count as an answered call, not a missed call. In a Group report, a single call cannot be simultaneously answered and missed.
• 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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Avg Speed of Answer

This shows the average time it took for the agents in the given Hunt group to answer their phones when an inbound call came to their group. Group speed of answer is defined as the total duration of the ringing and queue events associated with the group or the agents in the group before the call's first talking event.

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Speed of Answer

• This column only applies to inbound calls.
• This column only concerns events associated with an agent or group. It does not include events that have no particular agent or group association, such as Auto Attendant events.

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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