Hi,
The company I work for has recently introduced the 3CX phone system to our work space. We're using the CDR to report on calls, but are having trouble understanding the call duration for each instance the call went through.
For example, in the column chain, we may see something like
IVR; CallQueue; AnsweringAgent;
Is there a way, using the CDR or another approach to determine how long the call was on the IVR and then how long on the CallQueue before reaching the answering agent? I can see using the report export tool (i.e. PDF format) that this is possible, but this is not suitable for our reporting needs.
Thank you.
The company I work for has recently introduced the 3CX phone system to our work space. We're using the CDR to report on calls, but are having trouble understanding the call duration for each instance the call went through.
For example, in the column chain, we may see something like
IVR; CallQueue; AnsweringAgent;
Is there a way, using the CDR or another approach to determine how long the call was on the IVR and then how long on the CallQueue before reaching the answering agent? I can see using the report export tool (i.e. PDF format) that this is possible, but this is not suitable for our reporting needs.
Thank you.
