AUX or Activity Duration Report

[amr.mohamed]

Hi there.

i'm a bit new to using 3CX,
but i noticed that there is no report that can show me how long have my agent been on a specific activity like away or break for example
or even how long they have been available even.

as well from agent side, they can't see how long they have been on a break, or available

is there a way to fix this or get that information?

 

[VoIPTools]

Curiously, 3CX doesn't track presence status changes. They do track when a person logs in/out of queues, but not presence changes. The only way to get this information is to capture the changes yourself using the 3CX Call Control API and subscribing to extension (DN) events. To make it more challenging, the events do not indicate what extension property has changed, so you have to keep track of the previous status and compare the event value to see if it has changed.

As an alternative to programming this yourself, we have a add-on tool (3CX Competitive Wallboard) that monitors presence (and lots of other statistics) and reports on how long an extension was in each status... it also displays on the wallboard in real-time how long the extension has been in the current status.