Digital Receptionist Statistics

[xyzzy_rad_eu]

Hello everybody,

I would like to get statistics on our callers use of the Digital Receptionist.

An example of our digital receptionist options:
- welcome message
--- 1. continue in english
------ 1.1 go to english sales department
------ 1.2 go to english IT department
--- 2. continue in french
------ 2.1 go to french sales department
------ 2.2 go to french IT department

Now I would like to know how many people ended up in the english IT department, and how many in the english sales department for example.

I already took a look at the Call Reporter functions, but I don't seem to find any logs for the Digital Receptionist.

Can anybody help me achieve my goal ?

Thanks in advance!

 

[nbailey]

From what I can see if you do a filter then sort destination by number "DR number" and from what I can tell that appears to work however you want to see how many calls end up at certain areas well getting statistics for your DR won't really help you there, I haven't worked with the Call Log Reporter much but you can get statistics per extension and if you know which extensions are in a certain ring group you can track it this way but as it is there isn't a statistic that allows for DR routing reporting. Also CDR's can be output for use to other software reporting programs. Maybe someone with more experience with Call Logs will jump in with more info for you.

I am not sure if this helps answer your questions, but it is a good place to start.

 

[xyzzy_rad_eu]

From what I can see if you do a filter then sort destination by number "DR number" and from what I can tell that appears to work. Also CDR's can be output for use to other software reporting programs.

I am not sure if this helps answer your questions, but it is a good place to start.

Do you mean in the Call Reporter?

The virtual extension for my welcome message digital receptionist is '800'.

This is what i fill in in Call Reporter:

But the result is an empty report ... it's like the Digital Receptionist in never in the log ...

Am I doing something wrong ?

Also, what are CDR's that can be outputted ?

 

[nbailey]

CDR = Call Data Records, in the management console Settings > Advanced > CDR Output. The templates are customizable along with different options in the CDR Tab, have a look maybe that is a better option for your needs.

The Call Reporter focuses more on Queue's and Ring Groups, and from what I see when I try to navigate Call Statistics it only shows Answered/Unanswered total average time as well so this isn't going to help you out with the information you want reported.

 

[xyzzy_rad_eu]

CDR = Call Data Records, in the management console Settings > Advanced > CDR Output. The templates are customizable along with different options in the CDR Tab, have a look maybe that is a better option for your needs.

The Call Reporter focuses more on Queue's and Ring Groups, and from what I see when I try to navigate Call Statistics it only shows Answered/Unanswered total average time as well so this isn't going to help you out with the information you want reported.

Thank you very much sir!

I'll be customizing my own CDR output template and extracting the wanted data from that!

 

[nbailey]

glad to help, do let me know how it works for you.

 

[xyzzy_rad_eu]

glad to help, do let me know how it works for you.

My plan worked

I changed the single file template to:

<?xml version="1.0" encoding="utf-8"?>
<CallTemplate Folder="3CX\Data\Logs\CDRSingle\" FileName="calls.txt" OutboundOnly="false">
  <idcallhistory3 fmt="&#xD;&#xA;Call {0}," />
  <DialedNumber fmt="{0}," />
  <lastDialedNumber fmt="{0}" />
</CallTemplate>

Which outputs something like this (censored):

Call 90278,00031*****,0031*********
Call 90279,9280*****,214
Call 90280,9281*****,401
Call 90281,009280*****,09280*****
Call 90282,9280*****,800
Call 90283,00928****,09281******

Like the template says: the first field is the call sequence number, the second field is the first dialed number and the third field is the last dialed number.

So: we know wich number people first dialed to get to our Digital Receptionist (in our case, people dial one of our external numbers to get the DR). This allows us to determine which lines in the log are from the Digital Receptionist.
The third field allows us to determine which extension the people ended up connecting to.

Using this information I can build statistics for the use of the Digital Receptionist.
To transform the logfile into actual statistics i wrote a small program (30 lines of code).

This is the output from my program:

211 - 3
214 - 1

This tell us that 4 people connected to our Digital Receptionist, 3 people ended up on extension 211 and 1 person ended up on extension 214.

Goal achieved 8|

Thanks again for your help.
I sure hope the people at 3CX decide to improve the Call Reporter.
I'm sure a lot of companies want to know how people use their Digital Receptionist.

 

[samacmcbride]

I know this is pretty basic, but I cannot figure out how to run a report in v10. I was able to do it in v9, but now I can't seem to figure it out.

I'm just trying to run a basic report that will show me how much time certain extensions are spending on the phone. I do not have CCE package yet... can someone help?

Thanks!

 

[brianwong]

I am using the free version and setup the Digital Receptionist, with 800 as 1st voice prompt and 8xx as others and let caller to choose their choices by DTMF (like press 1 to voice prompt 810, 2 to 820 and so on) it works fine but when I want to have a statistics on all incoming call, to see what voice prompt has been chosen by caller, I can't as the call history log file just show the below:

4,20120725052001.194,00000BCFED467D78_598,800,,800,,1
4,20120725052001.194,00000BCFED467D78_598,10002,,unknown,,1
6,20120725052001.319,00000BCFED467D78_598,,,,,
1,20120725065317.368,00000BCFED9FA044_1,10003,100,unknown,10000+,1
3,20120725065317.368,00000BCFED9FA044_1,10003,unknown,unknown,,1
9,20120725065317.377,00000BCFED9FA044_1,100,,,,1
3,20120725065317.402,00000BCFED9FA044_1,999,100,unknown,999,1
2,20120725065317.557,00000BCFED9FA044_1,10003,999,unknown,100,1
1,20120725065337.924,00000BCFED9FF0F6_2,10002,800,unknown,10000+,1
3,20120725065337.924,00000BCFED9FF0F6_2,10002,unknown,unknown,,1
3,20120725065337.960,00000BCFED9FF0F6_2,800,,unknown,800,1

Seem the log doesn't show the caller choice after 800, what should I do to get what I want? Thanks!