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



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Elissa Tikalsky

Zendesk Digital Resources Team

Edited Mar 07, 2023


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Hi Zendesk Support,

 

I have questions about the null call group here.

I deep dive into the inbound calls showing null group, and it makes sense when the completion_status = `abandoned_in_voicemail` and `abandoned_in_ivr`. The tricky part is there are some calls with `completed` status still showing null group. Do you know the reason? Thanks for the help!

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Karen Beltran

Zendesk Customer Care

Hi Anqi Chen ! This requires further investigation hence I will create a ticket so that we can clarify it for you. 

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