How to report on hunt groups (VMS)

The VMS hunt group reports provide a view of all calls associated with hunt groups configured on the telephone system. The reports include statistics to give you an insight into the answering performance and who is answering the calls. This includes information based on a time-to-answer target (SLA), call volumes and durations. These reports are similar to contact-centre style reports.

You’ll get a view of who is answering the calls, with the ability to drill down into the legs that make up each call. This can give an insight into the experience received by a person who called the hunt group.

Hunt Group statistics

This report provides an overview of all the hunt groups configured on the phone system.

  1. Go to Hunt Groups > Hunt Group Statistics
  2. Set a date range by entering the Start Date and End Date
  3. Set the Time to Answer service level (TTA SLA) in seconds
  4. Click the Go button to run the report

ResizedImage600375-VMSHuntGroupStats

Here you can see the statistics for the hunt groups - volumes and durations of calls, SLA answering performance, wait time information and call handling (queued / diverted / abandoned)

  • To sort the report, click on the column heading
  • To download the data as a csv file that can be read by Excel, click the download link
  • To see more about a hunt group click on the hunt group queue link to see the Hunt group statistics by agent report
Hunt Group statistics by Agent

This report provides a view of the agents for the chosen hunt group

  1. Go to Hunt Groups > Hunt group statistics by Agent
  2. Set a date range by entering the Start Date and End Date
  3. Set the Time to Answer service level (TTA SLA) in seconds
  4. Choose the hunt group "queue"
  5. Click the Go button to run the report

ResizedImage600274-VMSHuntGroupStatsByAgent

The Hunt Group Statistics by Agent report shows the statistics for each person that answered the calls to the hunt group. From here you can also change the TTA SLA or the queue and re-run the report.

  • To sort the report, click on the column heading
  • To download the data as a csv file that can be read by Excel, click the download link
  • To view information about the calls answered by an agent, click on the agent link to see the Hunt group calls by agent report.

ResizedImage600348-VMSHuntGroupCallsByAgent

The Hunt Group Calls by Agent report shows each individual call for the selected hunt group handled by the specific person (agent).

  • To view information about the call legs that make up a particular call, click the Leg Count value.

ResizedImage600168-VMSHuntGroupCallLegDetail

Applies to VMS 7.x