Call Reporting and Logging
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Call Reporting and Logging

Call Reporting

On this topic

Call Reporting


Creating Reports

Manage your Scheduled Reports

Custom Report Settings

See Also


The Call Reporting feature can be configured to send an email containing specific report statistics about calls to and from 3CX Phone System. Reports can be sent out ad hoc or be scheduled to be sent out daily, weekly on specific days or on the first day of the week. You can also receive these reports in various formats, PDF, CSV, HTML, Rich text format and XML.

The following report types are available:

  • Call Log - View statistics about calls to and from 3CX Phone System.
  • Extension Statistics - See reports about calls to and from specific extensions.
  • Call Cost by Extension Group - Run reports on groups to see call costs.
  • Call Cost by Call Type - Specify extensions and see their call costs.
  • Ring Group Statistics - See information about calls to ring groups.
  • Basic Queue Statistics - See how your queues are performing.

Note: To access advanced call reports you require a 3CX Pro Edition license. These reports provide more detailed information on Detailed Queue Statistics, Team Statistics, Queue Performance Overview, Graphs, Lost calls, Call Distribution, Abandoned Calls, SLA Statistics, Callback Statistics, Breached Calls, Agent Statistics, Login history of Agents and other reports useful in Call Center scenarios.

Creating Reports

Reports are generated and sent automatically by email, so that report creation can be executed as a low priority process and will not interfere with the phone system.

To create a report and receive it by email:

  1. From the 3CX Management Console, select the “Call Reports” node. 
  2. From the report drop down menu choose the type of report to run.
  3. Type a name for your report.

  1. Depending on the type of report, you will see various options that you can configure. For example:
  • If you choose to run an “Extension Statistics Report” you can choose to generate a report for all extensions, a single extension or a range of extensions.
  • You can also choose a time range for your report. A Custom range allows you to customize the date and time from when the report should be generated. Other options include generation for calls made “Today”, “Yesterday”, “Last week”, “Last 7 days” or “Last 30 days”.
  • For these types of report you can also choose to capture specific call types, for example, “Internal calls”, “External calls” or “All calls”. Click on “Next”.

  1. Configure your prefered Report Format from the drop down list.  

  1. Enter the email address that will receive the report.
  2. From the frequency drop down box choose whether to run the report “One time now”,  schedule the report to run “Daily”, “First day of each week” or “Weekly” on specific days.
  3. If you have chosen to run the report “One time now” click the “Email now” button at the bottom to run the report and email it immediately. If you have chosen any other frequency for the report then click the “Save and Schedule” button.
  4. Depending on the configured schedule, an email will be sent. Click the “Download” button to retrieve the report.

Manage your Scheduled Reports

If you have chosen to schedule reports, they will appear under the “Scheduled Reports” node. From here you can edit your scheduled tasks reports or delete them.

Custom Report Settings

The Settings subnode allows you to change the logo that is used when reports are generated.

You may also choose to clear call log records since a specific date, delete daily or last week’s call logs, or simply delete all call logs.

See Also

You might also be interested in:

Ask a Question

Please only post questions in regards to the document you are currently reading.
Technical support or pre sales questions must be posted via the support or sales channels and such comments will be deleted. Thank you for understanding

Leave a Reply

  1. Anne-Sophie


    Could you please explain how the % calls serviced is calculated in the “Agent in queue statistics” report ?

    Thank you in advance,


    February 15, 2016 at 5:44 pm Reply
    • Charalambos Eleftheriou

      @Anne-Sophie, thanks for the question. In the “Agent in queue statistics” report, the percentage of Calls Serviced is the amount of calls that are answered by each agent. For example if there are 10 agents in a queue and 10 calls are received that are all services (answered) by each agents taking 1 call each, the column would show 10% Calls Serviced for each agent.

      February 16, 2016 at 11:38 am
    • Reports about which You are talking has status Scheduled. Mine Reports was for previous and current day and should be send only once. Usually it was done in a minute, now its waiting and waiting..

      April 15, 2016 at 4:26 pm
  2. Sorry, don’t mean to be rude, BUT…..

    My frustration is just boiling over.

    Which IDIOT removed the previous reporting?

    This is number of steps backwards, just like the Wallboard. One or two new features and remove all the good stuff that used to be there.

    This method of e-mailing reports is extremely cumbersome.

    Unless the reporting is restored, we will be migrating back to version 12, and then start looking for a new system. Our Call Centre just can’t run without interactive reports.

    February 16, 2016 at 4:18 pm Reply
    • Well that idiot was actually me. Reason being that running intensive reports on the PBX can effect call quality. We will bring back call log analysis and limited reports within the web interface in the next version with scheduled reports still the recommended option….

      February 17, 2016 at 8:57 am
    • Thank you for not deleting my post.

      We run a call centre and the reporting is vital to the business. Our computing power is more than sufficient to handle the load, and we’ve never had a problem with call quality. On advice from our provider we have upgraded to the latest version, but there were no warnings or notifications that we would lose functionality that was used on a daily basis.

      So, I still think it’s an idiotic decision.

      I don’t think that just removing the interactive reporting is a good solution at all. It’s a fundamental change, with no option to revert to what worked before.

      I can’t go back to the previous version, because the call history tables have changed (for the better, I think), and I lose all the logs for the last two weeks. I’m audited on this information, and losing this data would be problematic. At my company we complete an average of 1,500 to 2,000 calls a day, and probably have about 4 years of history. We warehouse the call logs to SQL Server every minute, and have never had a problem with server performance.

      Scheduled reports is a good idea, but why remove the interactive reports for those of us that don’t have performance issues.

      I can’t see that running a single report, saving the output file on a drive and then e-mailing a link to the file puts any less load on the system than running it the old way, so can only assume the problem is with the load created when multiple data intensive reports are run at the same time. I’m guessing that you solved the performance issue by ensuring that reports run sequentially, and you don’t have users running 5 or 10 reports at the same time.

      Some suggestions, slightly critical, but maybe you would be willing to consider these?

      1. Make it Optional
      Why not leave the old reporting framework in place, but turn it off by default? Put all sorts of warnings and disclaimers in, but allow us to turn the functionality back on, please.

      2. Queue your reports
      I presume your report engine now queues requests and runs them one at a time. Fine. But why remove output to the Web front end? Why not show a waiting status (and maybe your place in the queue), until the report has been run, then output through HTML, like you used to.

      From a technical point I would be interested to know where the performance issues are? CPU, Disk IO, table locking? All of these have solutions. Is it the Web server, processing the pages, or is it the database?

      However, that’s a separate discussion.

      Please, we really need our interactive reports back.

      February 17, 2016 at 8:35 pm
  3. John Reynolds

    I would be nice if you could just create a report that you want to run on demand and save it. Just have option in Scheduled- run now. Or to have the option to run a scheduled report on demand to see how they look.

    February 16, 2016 at 5:06 pm Reply
    • You can run it now and have it emailed. Its not attached because they can be very large. We are improving this area in the next version with more reports and options.

      February 17, 2016 at 8:58 am
  4. John Reynolds

    Would be nice if a report was run, and instead of having an email with a link to download the report, just to have the last one show up as a link next to the report in the column. Now I have to go to the email, then download it. Or just attach the report to the email.

    February 16, 2016 at 5:11 pm Reply
  5. Jennifer Wilson

    If you choose to send out daily scheduled reports to emails, what time does it send out at?

    February 27, 2016 at 11:13 pm Reply
  6. Enoch

    Please bring back the ver 12 Call Reports interface… The current idea is good if you want to schedule reports to be automatically generated, but current way sucks if you need to do a quick search for something which ver 12 was good for.

    March 1, 2016 at 9:10 pm Reply
    • Please post product feedback and ideas to the idea forum… There is already a thread in regards to this

      March 1, 2016 at 9:51 pm
    • uday

      Need Automatic Hourly Report

      June 15, 2016 at 12:05 pm
  7. Mark Swan

    Unlike many others I am quite happy with the new system of scheduled reporting, but our accounts department (who bill on calls to sub tenants) only bill on a monthly basis. Please can we have an option to schedule on a monthly basis for the previous month?

    I’m sure this would help many

    March 2, 2016 at 4:55 pm Reply
  8. Mitch Murdock

    Is there a place to define an “abandonded call” I would like to not include calls under a certain number of seconds in my reporting.

    Thank you!

    Mitch Murdock

    March 8, 2016 at 3:05 am Reply
    • Charalambos Eleftheriou

      @Mitch, I’m afraid there is no way to adjust this.

      March 8, 2016 at 3:29 pm
  9. does 3cx offer a customizable dashboard display in real time of numbers. So I can see a persons % answered inbound/outbound talk time etc.???

    March 15, 2016 at 2:20 am Reply
  10. Mohammed Ibrahim

    Hello ,

    i always make these steps to send reports to my email but after that iam not found any reports on my email !
    i would know the reason of this issue
    plz help me

    March 15, 2016 at 1:31 pm Reply
    • Charalambos Eleftheriou

      @Mohammed, Firstly make sure that the SMTP server settings are correct and try to send out a welcome email, also check your spam folder to make sure that they are not being blocked. When generating reports make sure that you are accessing the management console with /Management at the end of the url. If you are still having issues you will need to open a ticket with our support team so they may check this for you.

      March 15, 2016 at 3:25 pm
    • Charalambos Eleftheriou

      Ben McDevitt, Thanks for the question. Unfortunately due to the limitation of these in page comments we are unable to offer direct support for issues that require investigation to resolve. Please contact your 3CX reseller/partner or distributor to open a ticket with our support team so that they can look into this for you. If this is not an option for you, please ask this question in our user forums and I am sure that one of out very capable users and partners will be able to assist you further. We also have a dedicated 3CX Support Engineer browsing the forums and guiding people in the right direction. Please find our forums here:

      March 29, 2016 at 3:05 pm
  11. Hi, can You please tell me what could be the reason why Reports which I order yesterday has still status Initialized?

    April 15, 2016 at 1:38 pm Reply
    • Charalambos Eleftheriou

      @Agnieszka, Reports are sent out at midnight that depend on the frequency that you have specified for the report. So if you have set a report for a range of ‘last week’ to be sent out Weekly on a Friday for example then the report will be sent out at midnight on Thursday night /Friday morning the following Friday.

      April 15, 2016 at 3:52 pm

    Hi – I am wondering how you calculate abandoned calls. It seems it would be any calls where the answer time is null, however when I run a query on the raw data and use the Web Reports, these numbers are not equal. The Web Reports always have a slightly higher number.

    April 15, 2016 at 6:00 pm Reply
    • Charalambos Eleftheriou

      Thanks for the question. Unfortunately due to the limitation of these in page comments we are unable to offer direct support for issues that require investigation to resolve. Please contact your 3CX reseller/partner or distributor to open a ticket with our support team so that they can look into this for you. If this is not an option for you, please ask this question in our user forums and I am sure that one of out very capable users and partners will be able to assist you further. We also have a dedicated 3CX Support Engineer browsing the forums and guiding people in the right direction. Please find our forums here:

      April 15, 2016 at 7:07 pm
  13. susan

    Im choosing “one time now” and “email now” and its still going to scheduled reports. How do I get it to my email?

    May 27, 2016 at 8:48 pm Reply
  14. Natalie

    How can I find ghost call numbers? Calls abandoned during our prompts and before actually “ringing” to an agent or in the queue?

    June 10, 2016 at 12:59 am Reply
    • Charalambos Eleftheriou

      @Natalie, you can generate a report for abandoned queue calls that will give you a list of the numbers that dialled in.

      June 10, 2016 at 9:37 am
  15. Sheldon Stutzman

    How do I generate a report that lists all calls that have been recorded & has a link to the the recording file?

    June 21, 2016 at 2:52 pm Reply
    • Charalambos Eleftheriou

      @Sheldon, If you generate a call report this will have links to the recording.

      June 21, 2016 at 3:19 pm
  16. Svet Petrevski

    Hi there
    On the Extension report for example I have
    69 Answered
    34 Unanswered
    what does it mean by “unanswered” does count the abandoned calls? or did that particular person just not answer 34 calls?

    July 13, 2016 at 12:08 pm Reply
    • @Svet That particular user failed to answer 34 calls. He could have rejected them or did not answer them and they went to the forwarding rules.

      July 13, 2016 at 4:04 pm
    • Kristie C

      i currently run the Extension Statistic Report every week for our company, so that we can see the weekly flow of inbound and outbound calls per employee.

      these reports show how many calls are missed each week. how can i see the split between whether these were inbound or outbound calls?

      October 28, 2016 at 1:59 pm
  17. NimBusWeb

    installed a new PBX server yesterday and now when I try to do a call report and gets sent to my email to open, it comes up with: this page cant be displayed. But I could open it with the old PBX server.

    How can I resolve this problem for me to open call reports file.


    July 22, 2016 at 5:30 pm Reply
    • Clear cache and try again.
      What browser are you using?

      July 26, 2016 at 7:51 pm
  18. Rune


    I have a pro licens. How would I make a report that tell me how long individual calls have been waiting in a queue and on an extension?

    Any tips would be much appreciated :)

    July 27, 2016 at 2:41 pm Reply
    • @Rune
      1. In call reports – Under “Type” You can select “Queue Answered calls by wait time”
      2. select the Queue you want (or select ALL QUEUES)
      3. specify the waiting for serviced calls time

      August 1, 2016 at 5:17 pm
  19. Hello,
    I want to get a statistic on calls answered and unanswered, hour by hour, over a month.
    The objective is to determine the hours I have to focus more officers.
    I tested several reports, but none gives me satisfaction.
    Whoever is closest is Queue Graph of Answered / Unanswered, but hour by hour is only available on a daily, not monthly report.
    Thank you for your help.

    August 2, 2016 at 4:17 pm Reply
  20. Martha Kotek

    Can you tell me what the Abandoned # definition is when looking at the Q-Manager live view? The # for each person is higher than the actual # of abandoned calls. I am assuming that the call is being passed around, but it is unclear on how it is calculating to the agent.

    December 1, 2016 at 9:40 pm Reply
    • The abandoned number of calls are calls which are terminated by the caller either because they are not answered, or because they are not answered in time so the caller quits and hangs up.
      What version of 3CX do you have at the moment?

      December 1, 2016 at 9:50 pm
  21. In the Abandomned Queue Calls could you explain the definition/meaning of Polling Attemts

    December 13, 2016 at 5:21 pm Reply
  22. Charalambos Eleftheriou

    @Spring, We do not provide any information regarding the database.

    March 29, 2016 at 3:23 pm Reply