Dimensions Call Analytics for 3CX

[mforrest]

We're pleased to announce that Dimensions Call Analytics is now available for 3CX. Dimensions provides the tools to analyse your customer's experience, not just historically, but it allows you to view interactions in real-time, allowing decisions to be made right when your customers need you.

With Dimensions Call Analytics, you gain valuable insights into how and when your customers are communicating, giving you the ability to make evidence-based decisions.

Using a combination of both Real-Time and Historical data your business can always be one step ahead. Predicting high traffic times to ensure staff are available, reduces the number of lost and unreturned lost calls to your business.

Dimensions is hosted within Microsoft Azure and fully managed by Dimensions Technologies. Our PBX Collector is installed alongside 3CX, creating a Real-Time Web Socket connection to Dimensions. All data is securely stored and encrypted during transit and at rest, with historical call data being retained indefinitely provided there is an active subscription. Once installed the PBX collector can be updated via the Reseller portal should this be required, meaning there is minimal requirement to access the 3CX host itself after initial installation.


Key features:

Full Customization
Choose from hundreds of different statistics, then filter them to show exactly the information needed to measure the performance of your staff.

Call Lists & Summaries
Analyse call & user data using pre-defined & customizable templates.

Supervisor Dashboard
Monitor live user & call information on a fully customizable Dashboard.

Queue Status
The queue grid provides information about the status of each queue on the system, how many calls have been processed/lost, how many calls are queuing, and how many agents are available.

Unreturned Lost Call Grid
Don't let missed opportunities or poor customer experiences hold your business back.
An up-to-date view of all Unreturned Abandoned Calls. This fully dynamic list automatically removes numbers once they've received a call-back or have redialled and have been answered.

Alarms
Configure alarms to warn of service level changes.

Automated Schedules
Configure reports to be delivered automatically by email.

Call Recordings
Access call recordings directly from reports.

Amazon FireTV Deployment
Use the dedicated application for Amazon FireTV to render a Wallboard without the need of a PC. This simplifies deployment and reduces the cost of ownership.


Below are a few example screenshots of the Dimensions Real-Time Dashboard running in Dark Mode, which is fully customisable with hundreds of statistics and tile types.

Available Dashboard Tile Types



The Agent Grid provides a details overview of agent activity and status.

From the Agent grid, a user of the Dimensions Real-Time Dashboard is able to control and manage Agents.


Historical Reporting Call List Report



Configurable Report Fields (available fields and field categories differ based on the report being used)




Further information can be found here: https://www.dimensionstechnologies.com/solutions/3cx-call-analytics/
Along with details on how to partner with us which can be found here: https://www.dimensionstechnologies.com/partners/partner-with-us/

Our datasheet on the product can be download here: https://www.dimensionstechnologies.com/datasheets/dimensions-3cx-analytics-support-v1.1-en-gb.pdf

Video Overview:

Please note, Dimensions Call Analytics for 3CX is only supported on Self-Hosted 3CX, due to root access being required.

Please get in touch if you have questions of queries, we'd love to work with you!

 

[Justin Moors]

Hi all

Just thought I'd drop in my experience of Dimensions for 3CX.

The only issue we've ever encountered when pitching 3CX to larger clients has been the options available with reporting, the integrated reporting leaves a lot to be desired as every historic report is prescribed and not customisable. As a long-established telecoms specialist, we're used to the power of tools like MiCC, MiVOAS and MiCC for Mitel products - which are streets ahead of what's available out of the box.

We've managed to secure some larger sites by harnessing Power BI, but the setup and middleware involved is cumbersome and a lot of work is required to create the reports and wallboards - a lot of specific skills are require to achieve reasonable results.

Having been lucky enough to work as beta-testers for Dimensions, we've been absolutely delighted with their product, the installation process is simple (must be on a self-hosted system, whether on-prem or in the cloud) - literally within a couple of minutes you have full cradle to grave call data appearing, ready to be utilised.

The key features that we've enjoyed are as follows;

Fully customisable historic reports - you can choose the fields to appear in your reports, so no longer do you have to scroll through columns of unnecessary metrics, you can also convert any tabular report into a graph at the click of a button.​

​

Global Filters - create your own filters that can be recycled throughout the whole system - if for example you wanted to filter down to a specific queue, or group (v20 Department), you can create the filter then use it on everything from a historic report to a Dashboard or Wallboard.​

​

Powerful Scheduling - scheduled reports are a dream to configure (and edit), you can have multiple reports each with different filters delivered in one single email, rather than receiving an email for each report you generate. If you’ve applied a global filter to a scheduled report and you then change the filter, all your scheduled reports will be instantly updated too - a huge timesaver!​

​

Wallboards, these are completely customisable and look superb, you can filter each tile differently - so for example on a sales team we could create a tile for each agent that shows the number of calls they have handled, or add a multi-stat tile that could show their inbound and outbound calls. If you want to see at a glance your calls by queue, or group (department) - again all achievable. Live data can also appear such as number of waiting calls, longest waiting caller, etc. You can also set alarms that trigger around given parameters, for example, we have setup a waiting calls tile - if the number of waiting calls is >= 1 then the tile will flash to show calls are waiting.​

​

FireStick - We have a customer already using Dimensions, they have multiple branches located all over the country, each branch now has is own performance wallboard - centrally configured and displayed on LCD TV’s using an Amazon FireStick - the setup is incredibly simple, download an app on the FireStick, you are presented with a registration code that you tap in on the Dimensions portal and that’s it - its linked - simply select the appropriate wallboard and your data is onscreen - much cheaper and easier to manage that using a PC attached to TV.​

​

Dashboards - these are real powerhouses for call centre supervisors - like 3CX Panel on steroids - there’s all the benefits of a wallboard for at a glance stats, but with gorgeous graphs showing your incoming, outgoing and abandoned calls over time - ideal for seeing your busiest times. In addition to that, there are agent grids where you can see the status and individual metrics for your team and from here you can instantly log them in and out of queues, as well as listen (silent monitor) calls, change status etc. Everything is customisable to suit you specific needs.​

I’m only scraping the surface here, but despite all this power - Dimensions is really easy to use and the clients we have using it already are thoroughly embracing it.

If you have customers that need, or would benefit from better reporting, I wholeheartedly recommend that you take a look and give Dimensions a try.

 

[VoIPTools]

How are you accessing the 3CX data?

 

[Justin Moors]

There's a small collector app that is installed on Linux - which is why it needs self-hosted.

 

[VoIPTools]

So you are directly accessing the 3CX PostgreSQL database? Is that correct? Have you discussed this with 3CX?

 

[Justin Moors]

I don't know, I'm a humble telephone engineer.

 

[mforrest]

The installed collector uses the API on 3CX to collect data in real-time and push this to our services for further modelling.

Matt

 

[VoIPTools]

Directly accessing the PostgreSQL database, and especially running queries directly in PostgreSQL is unsupported and will get your PBX flagged as unsupported. This has been discussed 10,000 times on the forums. The problem is (1) potential conflicts between 3CX and "the connector" trying to access the data simultaneously, and (2) the additional demands placed on the 3CX server. For example, a demanding query could impact voice quality. At this point, I will shut up and let 3CX step in and offer their position.

What API? There is no API for accessing the 3CX PostgreSQL data directly that I am aware of...

If you are replicating the data to a separate database not hosted on the 3CX server, and performing your queries there, rather than on the 3CX server, that would certainly remove the #2 concern.

Hummm, having reread your post, perhaps you are using the 3CX Call Control API to subscribe to real-time events rather than accessing the database directly. If that is the case then I definitely need to shut up because that is precisely what you should be doing. If so, my apologies.

 

[mforrest]

Hi Matthew,

You're correct with you last statement in that we use the 3CX Call Control API to subscribe to real-time events from the PBX.
Our 'collector' does not directly access the PostgreSQL database to generate reporting data as you had initially suggested / incorrectly assumed.

Just for clarity on the post, our 'collector' which needs to be installed on the 3CX host uses the 3CX Call Control API to subscribe to real-time events from the PBX. This data is pushed to our cloud based services in real-time where we then re-model the data to produce historical reports and drive real-time wallboards and dashboards.

Matt

 

[VoIPTools]

This is the way... Good for you guys.

 

[tronic]

T

Hi Matthew,

You're correct with you last statement in that we use the 3CX Call Control API to subscribe to real-time events from the PBX.
Our 'collector' does not directly access the PostgreSQL database to generate reporting data as you had initially suggested / incorrectly assumed.

Just for clarity on the post, our 'collector' which needs to be installed on the 3CX host uses the 3CX Call Control API to subscribe to real-time events from the PBX. This data is pushed to our cloud based services in real-time where we then re-model the data to produce historical reports and drive real-time wallboards and dashboards.

Matt

his sounds good. Does it still work in version 20?

 

[mforrest]

@tronic yes we support v20.

 

[tronic]

@tronic yes we support v20.

Is there any modifications to the 3CX itself, such as software to install?

 

[mforrest]

Is there any modifications to the 3CX itself, such as software to install?

Root access to the host would be required in order to install our PBX Collector. This takes the data feed from 3CX and pushes this to our cloud services where we model the call data / generate the reports etc.
Once installed any updates to the PBX Collector can be managed from our Reseller portal, so you shouldn't have to touch it once installed.
This is why we can't support Hosted by 3CX as root access is not provided.