Call Reports

[sjarrell]

We are converting over to 3CX from Switchvox and I have been thrilled with so many very important additional features that 3CX has that Switchvox doesn't. However, I just started looking at the built-in reporting capabilities, or more accurately, the lack thereof. They are virtually non-existent. We need to track very simplistic metrics such as:

1. How many outgoing calls and incoming calls did an extension or range of extensions make during a period of time?
2. How long total were they on the phone during that time period (both total time and talk time)?
3. What was the average length of time they spent of the phone?

Without these types of metrics it's impossible to accurately track a person's activity, and in our situation that's mission critical.

The attached screenshot shows one of the basic scheduled reports that we run Monday - Friday with the type of information that we need to see. Ideally we could access this information online and not even have to rely on email to distribute the reports.

What are others doing for reporting. I have to believe that almost everyone needs far more reporting capability than what's built into 3CX. I am guessing that the the CDR records are going to have to be pulled into some other system for reporting. Any suggestions? We use Microsoft Dynamics as our CRM so possibly I can pull them into there and use that for my reporting and query requirements.

Thanks in advance!

 

[cobaltit]

Honestly, 3CX was/is pretty weak on the reporting side. Most everyone is either going 3rd party route (@voiptoys ) or massaging raw CDRs. That being said one bigger features of v16 was a total re-work of the queue module/feature set to allow for more stock reports. There are more available now than there were in v15 and more are expected to be on the way in future releases. That being said they are likely always going to be email reports as it's one of the way 3CX stays lean and mean. 'Realtime' reporting via the web puts strain on the system.

 

[CentrexJ]

The Extension Stats report will give you most of this and you can export to CSV and use Excel to calculate the average. It won't break out the Ringing vs. Talking on one report though. If that information is vital to be shown separate you can run the report twice and combine it in excel.

 

[sjarrell]

Honestly, 3CX was/is pretty weak on the reporting side. Most everyone is either going 3rd party route (@voiptoys ) or massaging raw CDRs. That being said one bigger features of v16 was a total re-work of the queue module/feature set to allow for more stock reports. There are more available now than there were in v15 and more are expected to be on the way in future releases. That being said they are likely always going to be email reports as it's one of the way 3CX stays lean and mean. 'Realtime' reporting via the web puts strain on the system.

I misspoke when I said realtime. Any type of online reporting where we could see history records by date subtotaled as we need would be fine. Are there any "off-the-shelf" systems that are pre-configured to work with the 3CX CDRs and enable good reporting? If not we can roll our own, but I'm not a big fan of reinventing the wheel.

Thanks

 

[sjarrell]

The Extension Stats report will give you most of this and you can export to CSV and use Excel to calculate the average. It won't break out the Ringing vs. Talking on one report though. If that information is vital to be shown separate you can run the report twice and combine it in excel.

Thanks. I'll take a look.

 

[sjarrell]

The Extension Stats report will give you most of this and you can export to CSV and use Excel to calculate the average. It won't break out the Ringing vs. Talking on one report though. If that information is vital to be shown separate you can run the report twice and combine it in excel.

That will get us by until we can put in a more automated, robust solution.

Thanks!