In office communication or calls routed directly to specific departments, calls are usually managed via a "Hunt Group" structure instead of a "Queue" structure. The Hunt Group Report is an analysis tool that summarizes call traffic coming to IP phones or extension groups and their answering performance.
This report examines scenarios where a specific group of extensions is rung directly, without entering the complex queue structure of the switchboard.
Purpose and Features
The primary purpose of the report is to measure how many of the calls received by a specific department or workgroup were answered and how many were missed.
Key Features:
Group-Based Summary: Focuses on the total success of that group (e.g., "Sales Team Extensions") rather than individual extension performance.
Traffic Analysis: Helps identify the dates when hunt groups are busiest.
Accessibility Tracking: Presents the general accessibility rate (Answered/Total) of the extensions.
Benefits
The main value additions provided by the Hunt Group Report to the business are:
Team Performance Monitoring: Audits the performance of units that are not in the customer service queue but have high phone traffic.
Personnel Planning: If the number of "Missed Calls" in a hunt group is very high, it indicates that new extensions need to be added to that group.
Report Filters
The following filters are used to narrow down the data when generating the report:
Hunt Group: Allows you to select the specific hunt group whose performance will be examined.
Date: Determines the time range (Start - End) during which the call traffic will be analyzed.
Report Columns
The columns included in the report summarize the incoming call traffic and results of the relevant group:
Column Name | Description |
Hunt Group | Shows the name of the hunt group where the call was routed. |
Date | Shows the date to which the data belongs. |
Calls | Shows the total number of calls received by the relevant hunt group on the selected date. |
Answered | Shows the number of calls successfully answered by the extensions in the hunt group. |
Missed | Shows the number of calls that entered the hunt group and ended without being answered by anyone in the group. |
Usage
Navigate to Reporting > Call > Hunt Group Performance Report.
Click on the "Apply" option to define the report filters.
You can view the generated report output.
You can export it if you wish by clicking the "Download" button.
