sla

  1. Queue missed calls

    Hi All We have issues where agents might forget to change the status when they leave their desks. Therefore a call will get presented to them, but after a set time, it will be offered to the next person in the queue. I'm wanting to find a way to either a) log the first agent out of the queue...

  2. Identifying duration of each instance of a call

    Hi, The company I work for has recently introduced the 3CX phone system to our work space. We're using the CDR to report on calls, but are having trouble understanding the call duration for each instance the call went through. For example, in the column chain, we may see something like IVR...
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