3CX Call Report Query - Reviewing Calls During Specific Times of Day

[CudaGreg2020]

Hi

I am looking for the ability to report on calls in queues during specific times, the aim being to identify which agent is handling calls at the end of the business day.

For example. Over the course of a month, I want to see all calls between 4pm and 6pm, who picked them up, and how long the calls lasted.

From reviewing all the available reporting options, it doesn't seem possible to see this. Checking on here, in case someone has an idea, or knows a way this can be done?

Many thanks in advance to the 3CX community.

 

[MichiGanger]

I'm piggybacking on this, slightly different request. I am trying to optimize when we schedule people for incoming phones (we are still short staffed and ramping back up), as we have waves of call volume at certain times of the day and certain days of the week as I'm sure others have as well. The call behavior is a little different than pre-covid as many people work from home now and call at different times. Can anyone suggest a 3rd party tool that takes call data from 3cx and provides insights/opportunities based on trends or other metrics as a starting point? We're doing it manually in google sheets but its clunky.

Thanks!

 

[Cjay]

@MichiGanger - I don't wish to hijack the OP's question, but you might want to take a look at CallSequitur, see post here. This program collects/analyses data from CDRs and you can chart call volumes (either live or retrospectively) to see what the trends are.