Call Data Export

[BI_Matt]

Hi all,

Currently trying to make a report in Tableau for 3CX, I started with the Call Data Records (CDR) file but the problem I'm having is that calls are flattened in to one row, so if I want to report on a queue but that queue always appears within a chain then I can't isolate the call duration for that single part of the chain.

I'm currently waiting to hear back from 3CX as some of our users receive a separate extract giving them that queue information, so I need that file extracting from 3CX on a schedule and making available on a file location.

Has anybody achieved anything like this previously?

TIA

Matthew

 

[VasilisV_3CX]

Hi @BI_Matt,

What data are you looking for exactly? Is it something our list of reports does not include? You can create the standard reports in .csv format which can help with extraction of data.

 

[BI_Matt]

Hi @BI_Matt,

What data are you looking for exactly? Is it something our list of reports does not include? You can create the standard reports in .csv format which can help with extraction of data.

So I want to see the call statistics for a particular queue, at the minute I'm using the CDR file which shows the call statistics for the full chain in a single call, rather than the call duration for just the single queue that I am interested in, so at an individual queue level I want to know:

Queue Name
Number of Calls
Calls Abandoned
Calls Answered
Total Ring Time
Total Talk Time
Total Duration
Total Successful Callbacks

Is the extract something that can be set up from our end within 3CX? Will it go to a file location? I'll have to check where our server is hosted if so, otherwise we might need to get at it via something like FTP.

 

[VasilisV_3CX]

Hi @BI_Matt,

Sorry if I'm being ignorant here, but why not run a Detailed Queue Statistics report from the Management Console, selecting the queue you'd like?

 

[BI_Matt]

Hi @BI_Matt,

Sorry if I'm being ignorant here, but why not run a Detailed Queue Statistics report from the Management Console, selecting the queue you'd like?

No problem, the main issue with that would be that our individual users won't have that access, we'd like to pull this data through in to the database so that we can present it in one centralized place which is within our Tableau reporting. It seems like the CDR file was kind of designed for that purpose, I just need a row of data for each step in the chain rather than the entire chain being flattened in to one call row like in the CDR file.

Are we able to take the Detailed Queue Statistics for all queues and export it to a file? Say daily?

 

[VasilisV_3CX]

Hi @BI_Matt,

Yes, the Detailed Queue Statistics report can be set to run daily and export as a .csv if you'd like or in HTML. If you want a seperate report for each queue, just schedule a couple of reports instead of 1 with all queues.

The CDR is meant for data extraction but comes as is. It'll be up to you how to put that data into order.

 

[BI_Matt]

Hi @BI_Matt,

Yes, the Detailed Queue Statistics report can be set to run daily and export as a .csv if you'd like or in HTML. If you want a seperate report for each queue, just schedule a couple of reports instead of 1 with all queues.

The CDR is meant for data extraction but comes as is. It'll be up to you how to put that data into order.

Ok thanks for your help on that one. I'll have to find out where the solution is hosted and if we can export on to a local network location, if not we'll have to set up some other way of getting at the exported file.

 

[VasilisV_3CX]

Sure thing @BI_Matt, feel free to update me when you manage so that others know how to go about it!