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• 5.8


Hunt Group Metrics Report

This report provides a full set of key performance indicators for hunt groups (HG).

Metric Descriptions

Group

Group is the specified group name of the HG.

Received

Received is the total number of calls received during the call interval. It includes all types of calls made to the group number, including DID calls made directly to this number, internal calls made directly to this number, and both service and serviceless calls transferred to this number within the reporting interval.

Abandoned

Abandoned is the total number of HG calls abandoned while ringing.

Abandoned %

Abandoned % is the percentage of the total number of HG calls abandoned while ringing, relative to the number of received HG calls. This is calculated as abandoned HG calls divided by received HG calls multiplied by 100. (Abandoned / Received * 100)

Answered

Answered is the number of HG calls answered by HG members.

Answered %

Answered % is the percentage of answered HG calls relative to the total number of received HG calls. This is calculated as the percentage of calls answered by HG members divided by the total number of received HG calls multiplied by 100. (Answered / Received * 100)

Forwarded

Forwarded is the number of forwarded HG calls including calls forwarded to voicemail as well as calls forwarded to an already-configured forwarding number.

Forwarded %

Forwarded % is the percentage of forwarded HG calls relative to the total number of received HG calls. This can be calculated as forwarded HG calls divided by the total number of received HG calls multiplied by 100. (Forwarded / Received * 100)

Unanswered

Unanswered is the number of HG calls terminated by the system when neither forwarding nor voicemail is configured for hunt group calls and the incoming HG call goes unanswered.

Unanswered %

Unanswered % is the percentage of unanswered and terminated HG calls relative to the total number of received HG calls. This can be calculated as unanswered HG calls divided by the total number of received HG calls multiplied by 100. (Unanswered HG calls / Received HG calls * 100)

Average Talk

Average Talk is the average talk time for all answered HG calls. This metric is calculated as the sum of answered HG call talk times divided by the number of answered HG calls. (All answered HG talk times summed / Answered HG calls)

Average Ringing

Average Ringing is the average ringing time for answered hunt group calls. This is calculated as the sum of the ringing times of answered HG calls divided by the total number of answered HG calls. (Summed ringing times of answered HG calls / Answered)

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