Group

Groups in the Dstny Analytics Platform are a collection of measurement objects. A group is a logical unit and does not need to match any physical groupings that may exist in the collection point or collection points. You can also mix different types of measurement objects in a group and they can be associated with any collection point. For example, a Support department may have a couple of extensions, an ACD group as well as an Attendant, and each of these measurement points can reside in different collection points. But to allow easy access to the statistics for this department a group can be created with all these measurement objects included.

Dstny Analytics Platform is a context-sensitive system which means that when you try to make an ACD report on the Support department group only the measurement objects from that group with the type of ACD group are used. If you are trying to create a report that needs measurement objects of a type that is not present in the Support group it will not be shown in the list of available groups.

Two groups can contain overlapping measurement objects i.e. two different measurement objects that point to the same underlying data e.g. the same extension. They can have different descriptions and are actually two separate measurement objects but they are pointing at the same underlying data.The reason that this is possible in MS is that a measurement object may logically be present in both the group London (which contains all the extensions at the London office) as well as in the group Support (since it's used by a support technician) and is, therefore, a member of two separate groups that is grouped by different attributes, in the first case by the location and in the second by type of department.

If you create a report on these two groups individually the result will be correct even in the total row but if you select both groups the total row will contain the data for the extension that exists in both groups twice. Each group row will always display the correct values but since the total row summarizes the rows, calls will be counted more than once for the overlapping measurement objects.
If this is a problem for your organization it can be avoided by not using the overlapping group function and only defining each measurement object once.
See the example below for a description of how overlapping groups affect the total value.