This report will show the number of calls coming into one or more hunt groups. It will also summarize by user who answered those calls sorted by total number of calls (highest to lowest). Also included in the output will be a graphical summarization by hour for each hunt group and then an hourly breakdown for each agent in a Data Table.
Commonly run daily to monitor staffing levels to monitor if more agents need to be added due to abandoned calls or if there are too many agents in a hunt group. It can also be used to track the agents performance and make sure Hunt Group calls are being answered in a timely manner.
Required Changes
The report will need to be modified to show your particular hunt group(s) by editing the report and clicking on Search Sets. Change the hunt group number in the Original Called Party Number field to reflect the desired hunt group and add additional hunt groups if needed by clicking on the green + icon.
Optional Changes
The End User summary section can be modified in the Grouping Statistics section
The following Primary Grouping Type options can be used depending on your environment. When selecting one of these options, the Display End User As option is removed.
If you would like the sorting based on the Name or Label select the following option in the Sort Groupings By section.
User Statistics
The following statistics will show for each person that answers a hunt group call. To add more statistics you can click on the desired stat and then click the + icon. To remove a selected statistic, highlight it in the right box and click the – icon. See below to show the Answered Calls percentage as opposed to the Answered Call Count.
