call stats reporting tool

[Martin N.]

Hello guys,

as our company works as a call center, we are looking for some more advanced reporting statistics from 3cx for quite a long time. We do have journaling set, but still not enough information we can get from there.

Wanted to ask you about some recommendation about some external reporting tools which could bring us following information:

call flow info - source/destination extension number, prefix used, public external number used, source/destination public number
SIP trunk used
Geographical stats for in/out calls
Individual queue logon time

Potentially some other usefull statistics.

I believe we are not the only call center running on 3CX so you guys may have some usefull inputs for me.

Many thanks!

 

[Evolute IT]

@VoIPTools or @jed

 

[jed]

@Martin N.
Feel free to try out our JEDWare tool (14 days free with your own data), which I think you might find useful for most of your wishes.

 

[Martin N.]

Many thanks,

just went through and looks very promissing. Just wanted to ask you as I cant find it on the websites, is there also information about SIP trunk usage and prefix used by individual extension for out calls?

Thank you again!

 

[jed]

@Martin N.
Thank you for following up.
For now, we cannot tell you the SIP trunk or the Prefix used in our reporting, and we cannot get the historical Caller ID from 3CX, to be used in a report.

However, as there are more having the same wish, we have been speaking about the possibilities of either saving the Extension´s Caller ID, at the call time, or perhaps even better, to ad the SIP trunk number eg. 10009, and a prefix to the outbound call e.g. 9 12345678 - as this last option don't require us to save data. We are still thinking of and investigating the possibilities, and we can therefore not give you an ETA, for the development start of these extra functionalities in JEDWare.

Until now, the outbound Call Center manager has been changing the outbound Caller ID (from within JEDWare), for the agents on a Project, and running reports for the Agents for the period of the project.

 

[Martin N.]

I will maybe ask from a different perspective, because as I can see in the call log, there prefix logged only by non aswered calls, but not on aswered. So wondering if this kind of information is eighter logged somewhere on postgre.

Thank you!

 

[VoIPTools]

You may want to take a look at our 3CX Exporter tool. This tool replicates all the 3CX data into SQL or MySQL every 60 seconds (default). From there, you can use any reporting tool -- Power Bi, SQL Reporting Services, Crystal Reports, etc. to build any custom report you need.

If you want even more detail, take a look at our 3CX Monitor tool that captures all the 3CX call events in real time. This tool gives you a cradle-to-grave look at each call with excruciating detail.