Doubt about Wallboard informations

[Édpo César]

On the attached photo, I have a few questions about Wallboard information.

How to Reduce the abandoned calls? In Webclient, there is a callback function, but even if marked as complete, the numbers never decrease.

The waiting time, would the average time a customer spend on hold?

Is this panel "reset" at some specific time or does the information only grow?

 

[VoIPTools]

Hi Edpo,

Understanding the definition of an abandoned call is important. An abandoned call is any call that came into the queue and was not answered by a member of the queue. So, for example, if you use overflow queues to handle peak periods, transferring a caller to another queue means the call was not answered by an agent in the original queue and therefore is deemed "abandoned". Another scenario would be a manager of the queue transfers a caller manually to an extension -- that is also an "abandoned" call. There is no getting around it. If the call wasn't answered by a queue agent, for any reason, it is considered abandoned.

Waiting time is the length of time someone waited to be transferred to an agent and does not include any time when the agent who answered the call puts the caller on hold. For the purposes of 3CX reports, 3CX does not track in any way I can find, when someone is placed on hold.

By default, statistics are reset at midnight each day.

 

[YiannisH_3CX]

By default, statistics are reset at midnight each day.

You have an option for resetting queue statistics in the PRO and ENT licence. You can choose between Daily, Weekly or the first day of each month.


For standard versions only the "Reset Now" button is available. The options can be found under Queue settings / Advanced (PRO).

 

[Édpo César]

Hi Edpo,

Understanding the definition of an abandoned call is important. An abandoned call is any call that came into the queue and was not answered by a member of the queue. So, for example, if you use overflow queues to handle peak periods, transferring a caller to another queue means the call was not answered by an agent in the original queue and therefore is deemed "abandoned". Another scenario would be a manager of the queue transfers a caller manually to an extension -- that is also an "abandoned" call. There is no getting around it. If the call wasn't answered by a queue agent, for any reason, it is considered abandoned.

Waiting time is the length of time someone waited to be transferred to an agent and does not include any time when the agent who answered the call puts the caller on hold. For the purposes of 3CX reports, 3CX does not track in any way I can find, when someone is placed on hold.

By default, statistics are reset at midnight each day.

Thanks, voipoys!

 

[Édpo César]

You have an option for resetting queue statistics in the PRO and ENT licence. You can choose between Daily, Weekly or the first day of each month.
View attachment 8862

For standard versions only the "Reset Now" button is available. The options can be found under Queue settings / Advanced (PRO).

Thanks, YiannisH_3CX!