Agent string has changed

[rscottyd]

Sometime during the last few updates the Agent string has started returning different info in my call journaling. I used to get the agent that answered the phone from my call queues. Now I seem to get either the person that spent the most time on the call with the customer or the last person. I can't really tell which it is. I was using the agent data to tabulate who was answering the calls from my queues most actively. Is there a way for me to start getting this info back in the call journaling?

 

[edossantos]

Call Journaling will report the call for the LAST agent connected to the call. This can't be changed.

 

[rscottyd]

That is helpful in some respects. But I also had built out being able to see in our CRM how many calls my call center agents were handling. Any thoughts on how I might be able to do that? I already have a call flow that records the caller ID along with the DID they called and the queue they ended up on. Would I be able to see within the call flow who answers and pass that to my CRM?

 

[edossantos]

That is helpful in some respects. But I also had built out being able to see in our CRM how many calls my call center agents were handling. Any thoughts on how I might be able to do that? I already have a call flow that records the caller ID along with the DID they called and the queue they ended up on. Would I be able to see within the call flow who answers and pass that to my CRM?

No, you can't monitor that from a CFD app. The only way would be analyzing the CDRs generated by 3CX when the call ends. From there you can get all the extensions involved in a particular call.

 

[rscottyd]

Wow, that CDR gives some great info. It would be awesome to be able send that via a webhook instead of websockets.

 

[edossantos]

Wow, that CDR gives some great info. It would be awesome to be able send that via a webhook instead of websockets.

Yes, at the time being this is not possible. But you can build an intermediate process to do that for you: receive the record through a TCP socket, and send it to your webhook.

 

[rscottyd]

It appears the Agent string on the call journaling changed what it outputs upon one of the updates, probably when the [QueueExtension] was added. Previous the Agent showed who had answered a call. My call center stats are built on that data. It would be nice if things like that would not just change on the wim of the programmers. Now the only way for me to get this info built is to download CDR logs and parse them out to see who was answering calls.