Accurate Report for Department Call Statistics – Extension Stats vs Queue Performance

[Sajjad.Khurshid]

Hello,

I need clarification on which report in 3CX provides the most accurate call statistics for a department's members, specifically regarding whether they received calls directly or via a queue.

We have two queues used by the ABC team:

1. ABC International Queue – Handles calls transferred from the XYZ team.
2. ABC Customer Service Queue – Receives direct calls and is also used for outbound calls.

Since both queues are treated as separate entities, I want to ensure that the transferred calls from the XYZ Team (considered incoming for ABC Team) are classified correctly.

My questions:

• Will these transferred calls be counted under the ABC Department Service Queue’s incoming calls, or will they remain separate in the report?
• Which report provides the most accurate breakdown of calls handled by an agent, whether received directly or via a queue?
  • Extension Statistics Report
  • Queue Performance Report
• I noticed a difference in call stats between these reports. Could you clarify how each report categorizes calls?

 

[Sajjad.Khurshid]

Please find a clearer scenario below for the required clarification:


I need clarification regarding the reports for Extension Statistics and Queue Performance Overview based on the following scenario:

We have multiple queues, such as CX Remitter and CX BD.

If a call is transferred from the CX Remitter queue to the CX BD queue:
1. Will the call count be recorded for both agents – the one from CX Remitter and the one from CX BD?

2. How will the call type be categorized? Specifically, if the call was initially answered by a CX Remitter representative and then transferred to a CX BD team member (i.e., from one queue to another), will the call count as an external call for both agents?
Or will it be counted as an external call for the first agent and an internal call for the second?

I'm asking this because, in the Extension Statistics report, the inbound call count for the CX BD team does not match the count in the Queue Performance Overview report. Could you please clarify the reason for this discrepancy?

 

[Sajjad.Khurshid]

@3CX Team, awaiting your response and support.

 

[Sajjad.Khurshid]

@AndreasPo_3CX Can you please check the above reported issue

 

[Sajjad.Khurshid]

Following up on this—does anyone have insights or recommendations? Would appreciate any guidance