Call Reports

[Gdawg]

Hello,

Our client recently upgraded to 3CX. With their old Samsung phone system, they were able to pull detailed reports. We have looked in their 3CX admin panel reporting and cannot find some of the information they need. I have listed below what they are looking for in the reports.

Another problem is if we pull a whole month of calls, the spreadsheet only goes to the 15th of the month. Is that normal? Even though the spread sheet states 3/1 - 3/30, the calls only go to half the month.

They are open to using 3rd party software. Any suggestions that works well with 3cx to get the following information? They don't use queues.

# of Calls received
# of calls abandoned
Actual Abandonment rate
Average speed of answer (in seconds)
Average length of call
# of outbound calls

Thanks in advance for any info or suggestions to help!

 

[VasilisV_3CX]

Hi @Gdawg,

To get access to more detailed reports you would require a Pro Edition license. If you'd like to trial a pro edition license, feel free to contact a 3CX Partner to upgrade your license to a POC (proof of concept) license key.

While the reports may not give you exacts in the way of certain reports listed above, they will give you detailed information whereby you can calculate what you've laid out above.

 

[Gdawg]

Thanks for the reply! They already have a professional annual sub.

 

[VasilisV_3CX]

No problem @Gdawg,

Another problem is if we pull a whole month of calls, the spreadsheet only goes to the 15th of the month. Is that normal?

No, this is not normal. In the email received mentioning the report is ready, did it mention anything about not generating the report in full due to the report containing too many records?

I'd suggest restarting the 3CX PhoneSystem Database Server and its dependancies and running the report again. Did this work?

To be sure, do you have calls older than the 15th? Can you run a 3 month report and see if there are any calls before the 15th? Are you sure that the log was not purged?

 

[VoIPTools]

If you can not get the information you need from the 3CX built-in reports, you can get a lot of useful information from the optional CDR files 3CX can create. In the 3CX Management Console select Settings --> CDR. Alternatively, if you can get all the information you need from existing 3CX reports, but it requires multiple reports to get all the data, you can export the report information to CSV and then manually combine the information from multiple reports. That approach, however, is labor intensive.

I would encourage you to take a look at our 3CX Exporter tool. This tool can automate the process of reading the CDR files and placing the data in a SQL or MySQL database. In addition, our REST API makes it possible for Exporter to automatically replicate all the data 3CX uses to generate their built-in reports to an external SQL database. From there, you can use the reporting tool you prefer (Power BI, SQL Reporting Services, Crystal Reports, or even Excel) to build your own reports. And, because the data is on an entirely different server from 3CX, running your custom reports has no impact on the performance of your 3CX server.

 

[Gdawg]

Thanks for the replies all. If I run a report for the whole month it stops at the 15th. The last line of the report will be total calls.

If I run a report from the 16th to the end of the month, the call times are all #######. There are no date/times, but the rest of the call info is there.

 

[VasilisV_3CX]

Hi @Gdawg,

I'd suggest contacting a 3CX Partner to take a look at the data and see where things are going astray.

 

[jed]

Hi @Gdawg

The reason for the Report to "stop" on 15 in the month, could be because you reach 10000 lines in the report?

For trouble shooting, you could get an free 14 days trial of our JEDWare, and run through the Reports from this system, to see if you can find the issue. It doesn't cost you anything, and you can uninstall after you found the problem.