I am demoing 3cx for a customer. The goal is fewer dropped calls, resulting in fewer lost sales, by using a call queue for customers calling in pickup orders.
While someone is in the queue, they're being told "you are number X". Cashiers are encouraged to alternate between face to face customers and calls by the ringing phones. Call queue statistics are accurate.
The cashiers are where they're running into a problem. They've realized that they can stop the annoying queue ringing by answering calls and immediately putting customers on hold.
Calls on hold prioritizes face to face customers over phone orders, screws up the queue statistics, breaks the "you are number X" messaging, and stops ringing the phones. Which means calls on hold get forgotten. Cashiers have been known to finish with the face to face customers and then walk off to do some other task, so quite literally forgotten.
They need a report that shows when calls are put on hold with the caller ID of the call, the extension, whether the caller hung up while on hold, and the start and end timestamps. Filtering by all fields should be possible. That'd let them check camera video to determine which cashier needs retraining or reassignment.
Soooo, how can I create such a report?
So far I like 3cx, but this is a pretty significant pain point across my customers industry. If there's no way (or very soon to be way) to get this info, I'm not sure 3cx will be a good fit for them.
Also, I don't think disabling the hold button or somehow having a phone ringing if someone is on hold solves the problem, the cashiers. They'd just lay the phone on the counter instead.
While someone is in the queue, they're being told "you are number X". Cashiers are encouraged to alternate between face to face customers and calls by the ringing phones. Call queue statistics are accurate.
The cashiers are where they're running into a problem. They've realized that they can stop the annoying queue ringing by answering calls and immediately putting customers on hold.
Calls on hold prioritizes face to face customers over phone orders, screws up the queue statistics, breaks the "you are number X" messaging, and stops ringing the phones. Which means calls on hold get forgotten. Cashiers have been known to finish with the face to face customers and then walk off to do some other task, so quite literally forgotten.
They need a report that shows when calls are put on hold with the caller ID of the call, the extension, whether the caller hung up while on hold, and the start and end timestamps. Filtering by all fields should be possible. That'd let them check camera video to determine which cashier needs retraining or reassignment.
Soooo, how can I create such a report?
So far I like 3cx, but this is a pretty significant pain point across my customers industry. If there's no way (or very soon to be way) to get this info, I'm not sure 3cx will be a good fit for them.
Also, I don't think disabling the hold button or somehow having a phone ringing if someone is on hold solves the problem, the cashiers. They'd just lay the phone on the counter instead.
