Contact center Reporting + Other Call center features

[Quest4Voice]

Good day,

I have managed to configure the call center as per training from the academy I must say there is quite good material.
I also thank the technical team here awesome help.

I want to know how i can draw monthly reports on say Abandoned calls drilling deep down....

https://www.3cx.com/phone-system/call-reporting/

I see something here but i don't seem to be able to navigate and get that in my system I have the pro edition latest version as of March 2020 V16.

Most of all i want the below features

• Listen in to hear important calls without your agent’s knowledge
• Use the whisper to train new agents during a live call
• Barge in when agents not getting it right and take control

Thank you in advance

Quest.

 

[cobaltit]

On the left side menu you don't have Reports as an option?



The other features should be there in PRO per this:

https://www.3cx.com/ordering/pricing/

 

[Quest4Voice]

Good day,

I don't think you got my question right? I want to configure it to do that granular reporting that they show i seem not to be getting the graphs they are showing.

I surely can navigate and see " reporting"

Most Important can someone show me how i can barge into a call or silent listen in any video that can show me that will be highly appreciated.

I have managed to configure the contact center that the only part i don't seem to get that right. I have incoming calls i have set up 5 agents.

Thanks

 

[cobaltit]

Good day,

I don't think you got my question right? I want to configure it to do that granular reporting that they show i seem not to be getting the graphs they are showing.

I surely can navigate and see " reporting"

Are you picking the graph reporting option?




For the barge/listen/whisper you need to be somewhere you can view active calls (Switchboard for the app or webclient). This thread may help:

https://www.3cx.com/community/threads/how-to-barge-in-a-call.69016/