How can I monitor agent availability ?

[Max-mag]

Hi,

I'd like to get a report with agent availability.
I need to check how hours they are up by a day.
How can i do that please ?

Thanks for your help.

 

[VasilisV_3CX]

Hi @Max-mag,

We have a bunch of reports which will give you more data on the Agents. For example the Agent Login History report which will provide data on when they logged in or out per day.



There is also the Agent in Queue Statistics, to see how long an agent has been logged in to a particular queue:



If these don't provide you some direction, what specifically are you looking for?

 

[Max-mag]

It can do the job, I'll check them. Thanks.

But there is a way to be alerted, maybe with something like Slack, if nobody is available into a queue ?

 

[VoIPTools]

Unfortunately, there is no way to do this out-of-the-box with 3CX. My assumption is that you would define "available" as (1) logged into the queue, (2) presence set to available, and (3) at least one phone registered. Further, I would also assume if someone is "available" but currently on the phone, that would not require notification.

It would be possible to monitor each queue using a CFD application and check the agent status. The challenge with this approach is someone would have to remember to start the CFD after each 3CX reboot. Or you could use the 3CX Call Control API and a service to monitor agents.

Either approach could send notifications (email, SMS text, overhead paging, and phone calls).