Missing call duration data since last update

[Max A]

Has anyone experienced this and how was this resolved?

We receive data from 3cx about a call that includes information about when the call was made and when it was finished,
Before the last update the call start time was when the call was actually answered. Now, after the update the start time includes waiting time as well. This makes impossible to determine the length of the conversation during the call. Is there a way to get the data about when the call was actually answered please?

Regards,

Max

 

[edossantos]

In Update 4 there are some changes regarding how calls are being reported. Previously calls were being reported according to the extension's perspective, and now this is done according to a system-wide perspective. This allows us to report missed queue calls for example, which was an important concern in previous versions.

When 3CX reports calls, now you have 3 variables to use (actually 6 considering local or UTC time zone), which will tell you when the call started, when it was answered, and when it ended. From the documentation:

• CallStartTimeLocal (DateTime) - The start date & time of the call, in the local time zone, as a DateTime object, which can be formatted as the user wants. For example, it can be converted to string using the expression [[CallStartTimeLocal].ToString("yyyy-MM-ddTHH:mm:ssZ")]
• CallStartTimeUTC (DateTime) - The start date & time of the call, in UTC time zone, as a DateTime object, which can be formatted as the user wants. For example, it can be converted to string using the expression [[CallStartTimeUTC].ToString("yyyy-MM-ddTHH:mm:ssZ")]
• CallEstablishedTimeLocal (DateTime) - The date & time in which the call was established, in the local time zone, as a DateTime object, which can be formatted as the user wants. For example, it can be converted to string using the expression [[CallEstablishedTimeLocal].ToString("yyyy-MM-ddTHH:mm:ssZ")]
• CallEstablishedTimeUTC (DateTime) - The date & time in which the call was established, in UTC time zone, as a DateTime object, which can be formatted as the user wants. For example, it can be converted to string using the expression [[CallEstablishedTimeUTC].ToString("yyyy-MM-ddTHH:mm:ssZ")]
• CallEndTimeLocal (DateTime) - The end date & time of the call, in the local time zone, as a DateTime object, which can be formatted as the user wants. For example, it can be converted to string using the expression [[CallEndTimeLocal].ToString("yyyy-MM-ddTHH:mm:ssZ")]
• CallEndTimeUTC (DateTime) - The end date & time of the call, in UTC time zone, as a DateTime object, which can be formatted as the user wants. For example, it can be converted to string using the expression [[CallEndTimeUTC].ToString("yyyy-MM-ddTHH:mm:ssZ")]

However, the call established time is registered the first time the call is connected, and this might happen before an agent receives the call. For example, a queue will automatically answer the call in order to play music on hold while the user is waiting, so this time will be considered inside the "established" range.

 

[AdamTR]

I know this is a bit of a bump, but from reading the above - How would I be able to identify how long the customer has been on the phone with an agent, as opposed to how long the customer has been connected?

Also, so given that CallEstablishedTime is when the customer is "connected" (either to queue or agent), then what is the difference between CallStartTime and CallEstablishedTime?

Am I incorrect in thinking that using 3CX, it may not be possible to determine exactly how long the Agent has been on the phone?

 

[Evolute IT]

I know this is a bit of a bump, but from reading the above - How would I be able to identify how long the customer has been on the phone with an agent, as opposed to how long the customer has been connected?

Also, so given that CallEstablishedTime is when the customer is "connected" (either to queue or agent), then what is the difference between CallStartTime and CallEstablishedTime?

Am I incorrect in thinking that using 3CX, it may not be possible to determine exactly how long the Agent has been on the phone?

There [Duration] and [DurationTimeSpan] that you can use for the call duration, but no you won't have the exact time if the call is handled by a queue, a RG or an IVR.

 

[AdamTR]

What I'm trying to find is how long a customer was sat in the queue, then how long they were talking to an agent. As two separate metrics.

I can see on the 3CX application itself that you can see "Average Wait time", "Average Talk time" etc. Which would lead me to presume that there is a way to calculate these numbers, so if not via the API, maybe there's another way?

 

[Evolute IT]

What I'm trying to find is how long a customer was sat in the queue, then how long they were talking to an agent. As two separate metrics.

I can see on the 3CX application itself that you can see "Average Wait time", "Average Talk time" etc. Which would lead me to presume that there is a way to calculate these numbers, so if not via the API, maybe there's another way?

Via reports is the only way I know of. Then MAYBE CDR.