Groups are a way to roll up call counts based on groups *you* define (or you pull from Active Directory!) that are keyed on DNs and Extensions.
See here on how to enable them and create some groups, then hop back here when you’ve got it set up!
Groups (which is also referred to as “Extensions” because they’re two sides to the same coin) has both its own special page, but the fields involved can also be used as generic search/filter/split/group by fields too.
Groups special page
Browse > Extensions
If you have set up any groups, you will be able to pick them easily while viewing the Browse Extensions page.
There are quite a few more fields than I’m showing in this screenshot. It’s OK to do a little exploring to see what you have populated!
If you click any particular row in Browse Extensions, it will take you to the Extension Detail page where you can see a breakdown of the calls to an from that extension.
Many of those things are also clickable, so feel free to try digging deeper.
Groups general use
Displaying the fields in Browse Calls
These fields are enabled by default. To see them in Browse Calls, simply add them with the field picker.
If the resulting page has blanks this is OK – it just means that the calls being displayed aren’t associated with any groups. Add more numbers into the groups setup, or look below for how to filter out numbers with no associated groups.
Simple Filtering on Group/Subgroup in Browse Calls
Use the search filters box to filter Browse Calls to a particular group, subgroup, or set of groups. For instance, here I’m looking for any calls relating to my group “Hattie’s Hats” by searching for
Similarly, you could
These search filters follow you though to General Report if you click the “Graph calls over time” link in the upper right.
Simple Filtering by Group/Subgroup in General Report
Much like the above, there’s a search filters box you can add various parameters into. Here we are using
Similarly, you could
Or in other words, it’s used here just like it was up above in Browse Calls.
Using Group/Subgroup as “over” or “split by” fields
A different way to look at that data is over group.
You can combine this with a filter as well (like filtering as above for
Or even more fun, split by one of the fields. This means we go back to over time but then splits the resulting columns up by the split by field. Well, a picture is worth a thousand words:
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