Clarification on wording (Reports)

[Alphabetic]

Hi Chaps

Reporting isnt something i've played with much but I've got a customer who now wants to utilise them and they're asking me for clarification on wording and due to the nature of the business I would rather give them the correct answer then what I assume.

Here is my interpretation If i could have these verified please?

Calls Serviced - Calls Answered
Calls Abandoned - Calls inbound which were not answered or they hung up before answered?

What is classed as a failed callback? 3CX failed to make the call or the callee didnt pick up?

In the Wallboard does the Callbacks # show all callbacks regardless of success?

Does Waiting # show calls in the Q and also QCB?

thanks.

 

[VasilisV_3CX]

Hi @kieferschild,

What is classed as a failed callback? 3CX failed to make the call or the callee didnt pick up?

Any call back that does not complete will be counted as abandoned.

In the Wallboard does the Callbacks # show all callbacks regardless of success?

Yes, it is the number of requested call backs, it does not show which were successful or not.

Does Waiting # show calls in the Q and also QCB?

Yes, that is correct. A QCB will show as 1 in waiting.

 

[Alphabetic]

kieferschild said:


What is classed as a failed callback? 3CX failed to make the call or the callee didnt pick up?

Any call back that does not complete will be counted as abandoned.

A failed callback is where 3CX is unable to make the call or the recipient doesnt answer the phone?

Does a callback class as abandoned when the call was not established?

 

[ChrisC_3CX]

A failed callback is where 3CX is unable to make the call or the recipient doesnt answer the phone?

Provided we're talking about the "Queue Failed Callbacks" or "Queue Callbacks" reports, the Failed Callback counter will get incremented for every callback that did not get completed. By "Completed" we mean it got processed and finally answered by the original caller that requested the call back in the first place. (A call that gets answered by a voicemail or answering service is still a considered answered and therefore completed)
That said, coming back to your question, it might be both. Regardless of whether the callback failed within 3CX due to misconfiguration or whether the final recipient rejected the call, the callback will be marked as failed.

Does a callback class as abandoned when the call was not established?

Callbacks are technically not classed as "abandoned", they are either successful or failed, That said, which report are you referring to and exactly which column/counter?

 

[Alphabetic]

Provided we're talking about the "Queue Failed Callbacks" or "Queue Callbacks" reports, the Failed Callback counter will get incremented for every callback that did not get completed. By "Completed" we mean it got processed and finally answered by the original caller that requested the call back in the first place. (A call that gets answered by a voicemail or answering service is still a considered answered and therefore completed)
That said, coming back to your question, it might be both. Regardless of whether the callback failed within 3CX due to misconfiguration or whether the final recipient rejected the call, the callback will be marked as failed.


Callbacks are technically not classed as "abandoned", they are either successful or failed, That said, which report are you referring to and exactly which column/counter?

Probably best you go to this thread instead

https://www.3cx.com/community/threads/call-reporting-qcb-clarification.83262/

 

[ChrisC_3CX]

This thread is continued here: https://www.3cx.com/community/threads/call-reporting-qcb-clarification.83262/