Outbound Calls with NULL Call Group in Zendesk Talk
How do outbound calls end up with a NULL call group in Zendesk Talk?
Outbound calls can have a NULL call group if there is no group routing set for the Talk line or if an external number is used. This means the call is not associated with any specific agent group.
For outbound calls using a Talk line, the group assignment is based on the inbound routing settings. If no group is set, the call group will be NULL. Additionally, when using an external number for outbound calls, there are no settings to assign these calls to a group, resulting in a NULL call group.
More related questions
What does a NULL call group mean in Zendesk Talk reports?
A NULL call group in Zendesk Talk reports indicates that the call is not assigned to any agent group. This can occur for various reasons, such as when an inbound call is abandoned in the IVR or before being assigned to a group. For outbound calls,…
Why do inbound calls show a NULL call group in Zendesk Talk?
Inbound calls may show a NULL call group if the caller hangs up in the IVR or before the call is assigned to a group. This means the call was not routed to any agent group before it was abandoned. In Zendesk Talk, calls are assigned to groups based…
Can completed calls have a NULL call group in Zendesk Talk?
Yes, completed calls can sometimes show a NULL call group in Zendesk Talk, although this typically requires further investigation. While NULL call groups are common for abandoned calls, there may be instances where completed calls also appear with…
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