Call Queue report of softphone on Desk Phone (CTI) Mode

Discussion in 'Windows' started by ft3cx, Oct 6, 2014.

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  1. ft3cx

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    Hi,

    Do all answered calls on softphone show on call center queue report (Agent Statistics report) once Desk Phone (CTI) Mode?
    When my callceter agent picks up customer's incoming call via softphone, his call answer is not added to call center queue report (especially Agent Statistics report - Individual Queue). Please advise me how to solve this problem. Thank you in advance.
     
  2. pj3cx

    pj3cx Active Member

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    Hi there,
    What do you mean he picks up an incoming call ? can you describe further the call flow please?
     
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  3. ft3cx

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    Pierre,

    My callcenter agents are using either handheld (Yealink T42G) or 3CXPhone for Windows (on CTI mode) to pickup incoming customer calls. When they pick up incoming customer calls using by handheld, the calls are showing on call center report (Agent Statistics - Individual Queue), but any incoming customer call picked-up from 3CXPhone for Windows (on CTI mode) is not showing on the call center report. Please advise me how I can generate accurate callcenter report (Agent Statistics - Individual Queue) for handheld and 3CXPhone both. Thank you.
     
  4. pj3cx

    pj3cx Active Member

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    Hi there,
    Please open a support ticket for further investigations.
     
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