The Group row type is a Summary-style report, described in full on Row Types. Summary reports aggregate values for a given grouping rather than listing individual records; each row represents one member of that grouping.

What	Description
It Represents	A phone-system group — a collection of agents who handle similar tasks and receive the same kind of incoming calls.
To Expect	One group per row.

Metrics

The Group row type offers 24 predefined metrics, listed below with their row-type-agnostic definitions.

Metric	Definition
`Abandoned Call Count`	The number of calls, within a report row's scope, that ended in something other than a Talking or Voicemail event.
`Abandoned Calls Percent`	The percentage of calls, within a report row's scope, that ended in something other than a Talking or Voicemail event.
`Abandoned Calls in Queue Percent`	The percentage of calls, within a report row's scope, that were abandoned specifically while waiting in queue.
`Agent Speed of Answer`	The total, maximum, minimum, or average length of time it took an agent to answer a ringing call, within a report row's scope — measured as the ringing time tied to that agent before the call's first Talking event. Only counts events associated with a specific agent; use `Speed of Answer` to also include auto-attendant or queue time.
`Answered Call Count`	The number of calls, within a report row's scope, that included at least one Talking event.
`Answered Calls Percent`	The percentage of calls, within a report row's scope, that included at least one Talking event.
`Average Calls per Hour`	The average number of calls a report row's scope participated in per hour, over the report's selected time frame.
`Call Count`	The total number of calls attributed to a report row's scope.
`Call Duration`	The total, maximum, minimum, or average length of a call from start to end, within a report row's scope.
`Call Event Duration`	The total, maximum, minimum, or average duration of events of a specified type associated with a report row's scope.
`Group Speed of Answer`	The total, maximum, minimum, or average time it took agents in a group/hunt group to answer a call, within a report row's scope — measured as ringing and queue time tied to that group before the call's first Talking event.
`Inbound Call Count`	The number of inbound calls attributed to a report row's scope — calls that originated outside the phone system and dialed in. May include calls the scope never had a chance to act on, such as one that went straight to voicemail; use `Presented Call Count` to exclude those.
`Max Agents Logged Into Group`	The largest number of agents simultaneously logged into a report row's scope, at any point during the selected time frame.
`Max Calls in Queue`	The largest number of calls simultaneously waiting in queue for a report row's scope, at any point during the selected time frame.
`Missed Call Count`	The number of calls, within a report row's scope, that rang without ever being answered by that scope — the call included a Ringing event but no Talking event tied to it. A call must first be presented (ring, or for a group/skill, enter queue) to count as missed; one that went straight to voicemail doesn't count. A call that rang more than once but was eventually answered counts as answered, not missed, and a call missed by one agent still counts as missed for that agent even if a different agent later answered it.
`Missed Calls Percent`	The percentage of calls, within a report row's scope, that were missed — rang without ever being answered by that scope. See `Missed Call Count` for exactly what counts as missed.
`Outbound Call Count`	The number of outbound calls attributed to a report row's scope — calls placed from inside the phone system to an external number.
`Presented Call Count`	The number of calls, within a report row's scope, that at least rang (or, for a group/skill scope, entered queue) — meaning that scope had a chance to answer, whether or not it did. A call that went straight to voicemail without ringing or queuing doesn't count.
`Queue Duration`	The total, maximum, minimum, or average duration of Queue events, within a report row's scope.
`Queued Call Count`	The number of calls that entered queue, within a report row's scope.
`Ready Duration`	The total, maximum, minimum, or average length of time a report row's scope spent Ready for a skill — logged in, not in a DND state, and not currently on a call.
`Ringing Duration`	The total, maximum, minimum, or average duration of Ringing events, within a report row's scope.
`Talking Duration`	The total, maximum, minimum, or average duration of Talking events, within a report row's scope.
`Unanswered Call Count`	The number of calls, within a report row's scope, that never included a Talking event — calls a live agent never picked up.