Good afternoon all,
I´m posting here as I appear to be having some issues with the Call Reporting included in 3CX v20 Update 6 Build 700 beta (Professional) and I can´t seem to find any documentation that would shed some light on it.
Basically I have created a report based on the "Queue Performance Overview" option, I have pulled off some stats for Yesterday and see the following results.... We can see that User 00009 had 77 Serviced calls, which I understand as Answered calls. I can see that there were 584 unanswered calls in total. I´m not sure what the "3-polls" means for the unanswered?
I also pulled off a report to see the Extension Statistics and the values match up, so up until here great...
What I am having an issue with trying to obtain is how many agents had unanswered calls. Also what are considered "Unanswered calls"? When the agent is in the queue but not "Logged in" and there is an abandoned call, I understand this doesnt count towards their statistics correct? Or are unanswered calls where someone rang their extension directly and they didnt answer?
So if we go back to the first screenshot, we can see that the agent 00009 was polled 3 times, but in this extract of the report there are no polling attemps, I checked the whole report for yesterday and the whole polling attempts column in empty...
Ideally what I am after is a way of creating a report where I can see the following:
If anyone could shed some light on this or point me to any detailed documentation that explains that would be super.
Thanks in advance
Rob
I´m posting here as I appear to be having some issues with the Call Reporting included in 3CX v20 Update 6 Build 700 beta (Professional) and I can´t seem to find any documentation that would shed some light on it.
Basically I have created a report based on the "Queue Performance Overview" option, I have pulled off some stats for Yesterday and see the following results.... We can see that User 00009 had 77 Serviced calls, which I understand as Answered calls. I can see that there were 584 unanswered calls in total. I´m not sure what the "3-polls" means for the unanswered?
I also pulled off a report to see the Extension Statistics and the values match up, so up until here great...
What I am having an issue with trying to obtain is how many agents had unanswered calls. Also what are considered "Unanswered calls"? When the agent is in the queue but not "Logged in" and there is an abandoned call, I understand this doesnt count towards their statistics correct? Or are unanswered calls where someone rang their extension directly and they didnt answer?
So if we go back to the first screenshot, we can see that the agent 00009 was polled 3 times, but in this extract of the report there are no polling attemps, I checked the whole report for yesterday and the whole polling attempts column in empty...
Ideally what I am after is a way of creating a report where I can see the following:
- Attended Calls (per agent)
- Abandoned Calls (per agent)
- Average talk time
- Percentage of Attended Calls
If anyone could shed some light on this or point me to any detailed documentation that explains that would be super.
Thanks in advance
Rob
Last edited:
