Why am I seeing calls with a NULL call group on my reports?

Question

What does the NULL call group represent in the Talk dashboard?

Answer

The NULL call group means that the call is not assigned to an agent group. This can happen for a number of reasons:

For inbound calls

If a person calls your line, but hangs up in the IVR or before the call is assigned to a group, that call has a value of NULL for the call group. Inbound calls have a group assigned based on the group they are set to route to. If multiple groups are selected for the line, see the Primary group.

For outbound calls

With a Talk line: The group assigned to an outbound call is based on the group that is set for that line to route inbound calls. If there is no group routing selected for a specific Talk number, the call group is NULL on any outbound calls.

With an external number: You cannot receive calls with an external number, so there are no settings to assign calls from that number to a group. Therefore, Explore shows NULL for outbound calls using an external number. Learn more in this article: Adding an external number for outbound calls.

For more information, see this article: What does the "Null" option mean in my Explore filter?