Grouped reports provide aggregated call information (totals, averages, percentages etc.) for devices on the telephone system. For more information on grouped reports, see the Reporting section.

The data columns listed below are available when selecting any of the grouped call templates:

• Call Data - Calls by Account Code
• Call Data - Calls by Agent
• Call Data - Calls by DID
• Call Data - Calls by Extension
• Call Data - Calls by Hunt Group
• Call Data - Calls by Start Time
• Call Data - Calls by Telephone Number
• Call Data - Calls by Trunk
• Call Data - Calls by User

For information about the data that these templates provide, refer to the Templates sections.

All of the data columns available have been split up into the following categories:

Account Codes - There are 10 account code fields that can be added to grouped reports.

ACD Times - Average, Percentage, Total time on duty etc

Call Times (%) - Time spent in ringing/talk, number of calls answered/lost with ring durations.

Call Times (Average) - Average talk time, ring time, hold time per call etc.

Call Times (Min/Max) - Longest ringing, shortest ringing, first call at etc.

Call Times (Total) - Total time spent ringing, total time spent talking etc

Call Totals - Total number of calls in, calls out, calls answered, calls lost etc.

Call Totals (%) - Percentage of calls in, calls out, calls answered calls lost etc.

DND Times (%) - Percentage of time spent in the available DND states.

DND Times (Average) - Average time spent in the available DND states.

DND Times (Max) - Maximum time spent in the available DND states.

DND Times (Total) - Total time spent in the available DND states.

DND Totals - The number of times an extension/agent used a DND state.

Report's Call Totals (%) - Breakdown of total statistics across a report.

Report's Call Times (%) - Breakdown of time statistics across a report.