Calls taken on 3CX app aren't counting towards queue talk time

[dixoncom]

• 3CX Version, Pro Annual 18.0 (Build 461)
• Server OS, Debian 10
• Is the 3CX Server Hosted and where? On-Prem ESXi

When generating a Queue Performance Overview, the talk times for extensions are wrong.

The bottom extension 447, shows a talk time of only 5 minutes for 98 calls and an average talk time of 4 seconds. Reports from before the mobile app was used at all had this extension at an average talk time of 2-3 minutes with a similar number of serviced calls.



The issue appears to be that calls answered by the user on the 3CX mobile app are not being counted towards the talk time in the queue. The calls in question are shown in the call reports. However, it seems like the call is being transferred to the extension multiple times, and the queue report is only taking the first transfer, which when the user picks the call up with their mobile app, has a ring time of a few seconds and no talk time, with the call report showing a new line that has no ring time but all the actual talk time.



This user is almost always picking the calls out of the queue with the desktop app, but another user in another queue is showing the same symptoms and they do not use the desktop app at all. One user is Android and one is iPhone, so that doesn't seem to factor in either.

 

[NickD_3CX]

Hi!

I have tried to replicate this in the lab based on your description but I cannot replicate this.

Can you do a test?
Create a new Queue on your system and register your own Mobile in the Queue, then ask another person to call that Queue and you answer from your Mobile All. Then run a report for this specific Queue, does the same behavior exist there?

Generally when it comes to Reports, it might be a good idea to open a ticket with the 3CX Support Team to check this, as it requires delving into logs to figure out the behavior that is causing this.

 

[Stoopler]

I'm actually seeing the same issue here.

I can dig through my call logs and see one of my agents took five queue calls, but the report only shows them taking one call.

The one call they took was on a desk phone, the remaining four they took using the 3CX App on Android.

The desk phone calls only show being answered once, the mobile app calls show being answered twice.

 

[Stoopler]

open a ticket with the 3CX Support Team

I'd be happy to let the support team rummage around and see if they can find issues, but not at $75 a pop

 

[NickD_3CX]

I'd be happy to let the support team rummage around and see if they can find issues, but not at $75 a pop

You can always speak to your 3CX Partner instead and ask them to check it for you. Then if they deem it necessary, they can reach out to 3CX Support.