Missed calls reports does not match call log

[saint__]

Hi,

Can someone confirm if a miss call (caller hung up) will show up in the graphical statistics?
I have a case where for a particular day, I see an extension with miss calls in the report, but then call log does not show any miss calls for this day.

The following report was ran on April 23rd



The following report is on extension 114 (same as above) for the entire month of April as of May (x114, unanswered calls only)



The number of unanswered calls differs from the two

 

[VasilisV_3CX]

Hi @saint_,

If you run a Call Report for that extension over that month, for answered and unanswered - does the report match the graph?

 

[saint__]

Hi @saint_,

If you run a Call Report for that extension over that month, for answered and unanswered - does the report match the graph?

Hi Vasilis,
I ran a report for last month, x114, answered and unanswered.
Going to the last past of the report (so first day of the month), it looks like this does not match either:



It shows 9 answered calls
Out of the 9, the 2 first at the bottom were direct calls from other internal extensions, while the 7 other calls went through a call flow -> call center -> x114 picked up. It looks like the graph shows call center calls?

So I looked at the next day 04/04 where the graph shows 20 answered calls.
From the log, I see 19 call center calls, 4 internal calls, all answered.

I'm going to look at User Activity and run multiple reports (include internal calls, include queue calls) to see what I find.
Regardless, the call log above (answered and unanswered) should match ALL calls, regardless of their origin, correct?

 

[VasilisV_3CX]

Hi @saint_,

Did you run a Call Report from the Reports? The very first one. It should look something like this:

 

[saint__]

I ran a User activity report again for last month for x114, including internal and call center calls




Then a call log report (Reporting / Call log) for last month TO extension 114
April 1st matches 9 incoming calls
April 4th shows no missed calls in the call log, but only 20 incoming calls, while the graph shows 26

Then I ran a Call reports for last month, TO extension 114 only
If I count the calls on April 1st, this only shows 12 calls (the last one in this screen shot is April 4th)
Even though I have a filter for DESTINATION x114, I also noticed that this report shows me calls where x114 is nowhere to be found. So in this report below if I only count "Picked up by xxx" on April 1st, then I found 9 calls as per the chart.
If I count the calls for April 4th, I only see 21 calls picked up / replaced by x 114 while the chart above says 26

 

[VasilisV_3CX]

Hi @saint_,

If there is still a mismatch, I'd suggest now escalating this to 3CX Support for them to deep dive into this. If it is a problem within our reports, they'll most likely comp you the ticket. Link them to this thread in your ticket.

 

[saint__]

Will do, thank you.

 

[VasilisV_3CX]

I'll close this thread off for now, if you need anything else, feel free to open a new thread.