What does the NULL call group represent in the Talk dashboard? Why am I seeing calls with a NULL call group on my reports?
A call will have a NULL call group when the call is not assigned to an agent group. This can happen for a number of reasons.
Inbound calls will be assigned a group based on the group they are set to route to. You can check what group the number has set by going to the Support product under Admin > Chanels > Talk > Lines > select the line you wish to check > Routing. If multiple groups are selected for the line, see the Primary group.
If a customer calls your Talk number, but hangs up in the IVR or before the call is assigned to a group, that call will have a NULL call group value.
If you are using a Zendesk Talk number, 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 will be NULL on any outbound calls.
If you are using an external number for outbound calls, the settings are more limited. You cannot receive calls with an external number, so there are no settings to assign calls from that number to a group. Therefore, Explore will show NULL for outbound calls using an external number. Learn more in this article: Adding an external number for outbound calls.
Learn more about the NULL value in this article: What does the "Null" option mean in my Explore filter?