What does the NULL call group represent in the Talk dashboard?
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 customer calls your line, but hangs up in the IVR or before the call is assigned to a group, that call has a NULL call group value. 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?