Understanding NULL Call Groups in Zendesk Talk
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, if no group routing is set for a specific Talk number, the call group will also be NULL.
For inbound calls, the group is typically assigned based on the routing settings. If a caller hangs up before the call is assigned, it results in a NULL value. For outbound calls, the group assignment depends on the inbound routing settings of the Talk line. If no group is set, or if an external number is used, the call group will be NULL. For more details, you can refer to the originalZendesk article.
More related questions
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…
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…
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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