Hi,
I run a technical support service, and I need to track time spent by customers on the phone with my team. On 3CX reports, it's easy to track time spent per extension/agent, but tracking the time spent by contact is something I haven't managed to do.
We use the Freshdesk integration which syncs our contacts with the 3CX phonebook : when a customer/contact calls, his name is displayed. When we call him or her, his name is displayed.
When I export the incoming call logs, I get the Caller ID with the contact name (from the phonebook) : I can track the time spent per customer making incoming calls. Strangely though, when I export the outgoing calls made by our agents, the name of the contact is not displayed in the "Destination" column, which is just a number. Of course I can build an excel tool to associate these calls with the right contact but this is not ideal, and I wondered if there was an easier method to track spent on calls by each contact on our phone book ?
Thanks for the help !
Alain
I run a technical support service, and I need to track time spent by customers on the phone with my team. On 3CX reports, it's easy to track time spent per extension/agent, but tracking the time spent by contact is something I haven't managed to do.
We use the Freshdesk integration which syncs our contacts with the 3CX phonebook : when a customer/contact calls, his name is displayed. When we call him or her, his name is displayed.
When I export the incoming call logs, I get the Caller ID with the contact name (from the phonebook) : I can track the time spent per customer making incoming calls. Strangely though, when I export the outgoing calls made by our agents, the name of the contact is not displayed in the "Destination" column, which is just a number. Of course I can build an excel tool to associate these calls with the right contact but this is not ideal, and I wondered if there was an easier method to track spent on calls by each contact on our phone book ?
Thanks for the help !
Alain
