Hunt Groups Report

The Hunt Groups Report displays statistics for individual Automatic Call Distribution (ACD) and Uniform Call Distribution (UCD) hunt groups for a selected day or all days combined. You can also view the detailed information related to the specific hunt group (see Viewing Hunt Group Details for details).

Hunt Group Call Types

All calls made to a hunt group are divided in different categories based on how the received call is handled. Hunt group call statistics have the different call types as described below:

• Received calls The total number of calls received by the hunt group.

• Answered calls The number of answered calls.

• Recalled calls The number of calls that recalled.

• Redirected calls The calls redirected using the Open Architecture Interface (OAI).

• Abandoned calls

  • The number of calls where the caller hung up before the call could be answered, redirected, or recalled.

  • The number of calls that are camped on due to no member being in the hunt group and user hangs up.

  • The number of calls that are camped on due to an agent in the hunt group being unavailable at the time and user hangs up.

   

• Busy calls The number of times the hunt group was busy .

You can apply the following equation for each hunt group record:

Received calls = Answered calls + Recalled calls + Redirected calls + Abandoned calls

Hunt Group Average Response Time

Hunt group call statistics have an associated average response time for answered, recalled, redirected, and abandoned calls as described below.

• Average answer time The average time taken to answer the call by a hunt group member.

• Average recall time The average time taken for the call to be recalled.

• Average redirect time The average time taken for the call to be redirected.

• Average abandoned time The average time taken to abandon the call.

To see hunt group details:

1. In the navigation area, select Reporting – Hunt groups.

2. Do one of the following:

o      Double-click a row in the Report Data grid.

o      Right-click a row in the Report Data grid, and then select View hunt group details.

Related Topics:

Reporting_Tab

Exporting Embedded Reporting

Printing Embedded Reporting

Refreshing Embedded Reporting

Selecting a Specific Day or All Days