call reports issue

[Grace Liu]

Hello everyone,

In the call report, usually an incoming call from one external number has multiple call records, such as first to the IVR, then to the call queue, and finally the agent picks up the call.


Is there any way to summarize these call records from one external number into one record? such as the caller, the final callee, ringing time, talking time and so on.

We have a client who wants to summarize this information firstly, and then generate the reports for analysis.

Thanks
Regards
Grace

 

[VoIPTools]

The optional CDR records are a summary of the entire call... but you have to build the report yourself from the data. Perhaps someone else has a better suggestion.

 

[Alejandro_3CX]

Hi @Grace Liu you will need to use the CDR as mentioned by @VoIPTools or export the call log from the pbx and then process the data to generate your custom reports.

Have a great day!

 

[jed]

Hi @Grace Liu
Quote: "Is there any way to summarize these call records from one external number into one record? such as the caller, the final callee, ringing time, talking time and so on."

There is, but you need a 3-part Reporting system. With JEDWare, you pull the reports directly from your 3CX Server, and as we - as a standard - see a call from it arrives to the call ends, I think this is what you are after, feel free to contact me, as we do have some benefits for Partners.




For each call you can see the actual callflow