Call Centre Reporting

[Alphabetic]

Hi All

Have we found a way yet to prevent calls being classed as abandoned when they move from one queue to another?

Also, is it possible to do agent reporting which will show how long they spent in certain statuses? (Eg 15m in "away")

I have a potential customer who relies heavily on agent information, they're on 3CX hosted with another provider and we may get them on premise if we can address this.

 

[VoIPTools]

The definition of a abandoned call is a call not answered by an agent in the receiving queue. So if you overflow to a 2nd queue, it will be abandoned (from 3CX's point of view). The only option is to not overflow to another queue. You might consider looking closely at skills based routing. That might help. Another alternative would be to build a service that dynamically adds and removes "overflow" agents to your queue based on thresholds...

3CX does not track when an agent changes their presence setting, but we do with our 3CX Competitive Wallboard. This tool can report by agent how much time they spent in each presence (away, available, lunch, etc.)

If you can't get the information you need from 3CX built-in reports, I also encourage you to take a look at our 3CX Exporter tool which can automatically synchronize the 3CX data (including CDR files) with SQL/MySQL

 

[Alphabetic]

The definition of a abandoned call is a call not answered by an agent in the receiving queue. So if you overflow to a 2nd queue, it will be abandoned (from 3CX's point of view). The only option is to not overflow to another queue. You might consider looking closely at skills based routing. That might help. Another alternative would be to build a service that dynamically adds and removes "overflow" agents to your queue based on thresholds...

3CX does not track when an agent changes their presence setting, but we do with our 3CX Competitive Wallboard. This tool can report by agent how much time they spent in each presence (away, available, lunch, etc.)

If you can't get the information you need from 3CX built-in reports, I also encourage you to take a look at our 3CX Exporter tool which can automatically synchronize the 3CX data (including CDR files) with SQL/MySQL

Just looked, cant seem the buy the product on it's own is that right?

 

[Evolute IT]

Just looked, cant seem the buy the product on it's own is that right?

Nope, all or nothing. Unfortunately.

 

[Alphabetic]

Nope, all or nothing. Unfortunately.

Very unfortunate. For the price I was just quoted per month..

 

[VoIPTools]

Actually, for large implementations we can look at custom pricing.