agents

  1. Monitor Agent States

    Hi We are new to 3CX so apologies if this has already been covered. On out old system we had the ability to monitor how long agents had spent in specific states (Lunch , Break, Returns, Emails etc etc) - on this system there doesnt seem to be any way of tracking this, or is there? and if not...
    • dommy575
    • Thread
    • agents monitoring
    • Replies: 4
    • Forum: SMB
  2. SiragJ

    Reporting question/request

    Hi, Why is it that 'Agents in queue' reports don't keep a history of who was in a queue. I noticed that when you generate a report from say last week and you removed someone today that was in said queue then, it won't show that person in the report. This led to some confusion with a customer...
  3. MidiTélécom

    Option for Queues with SBR to skip to the skill group if agents not respond

    Hi everyone, Today if we use a queue with Skill Based Routing, if there is an agent available in the skill group, the ring will still be in the same skill group and never goes to the upper level. That will be great if we can tick an option to make possible the fact of the ring get to another...
    • MidiTélécom
    • Thread
    • agents next skill group queues sbr sbr queue skill group skip skipping timeout
    • Replies: 0
    • Forum: Server

  4. Queue Call Handing, Agent logins, and wrap up time.

    Having calls automatically go to the 'destination no answer' for a queue if there are no agents logged in or the last agent logs out has been causing us issues. We have a small team of agents that perform many job duties outside of answering calls. In order to get around not having the ability...
    • tmrazek
    • Thread
    • agents queue wrap-up
    • Replies: 2
    • Forum: Server

  5. Solved Queue: Calls not forwarded if all agents are DND

    We might have found a bug that occurs on queue calls in 3CX if all agents are set DND. Our expectation was that the calls would be redirected to the "Destination if no answer" selection, but apparently this is not the case. The calls directly hang up. Is this a known issue and are there any...

  6. Report for Rejected Calls

    We have a few clients that would like to see a report for their Queue Agents that will show rejected calls vs. missed. They would like to see if some of the agents are pressing the reject button on the phones are "missing" calls. As opposed to if they just didn't answer the poll attempt.

  7. Log in and out of Queues automatically

    Hello, We are running the latest 3cx 15.5 Sp6. In 3cx management console, we have noticed the following: When an extension has specific office hours (Extensions - - > Forwarding Rules - - > Auto Switch) their Current Status changes to "DND" during out of office hours. However, when an...
    • George Ts
    • Thread
    • agents current status logged logged in logged out queues queues status
    • Replies: 1
    • Forum: Phone System / PBX
  8. Tahir ERGEC

    Agent Logoff Option

    If there is an agent logoff, it is possible to specify an option screen and report it we have the idea that agents can know the queues of the agents and stop calling them from the different queues
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