Monitor Agent States

[dommy575]

Hi

We are new to 3CX so apologies if this has already been covered.
On out old system we had the ability to monitor how long agents had spent in specific states (Lunch , Break, Returns, Emails etc etc) - on this system there doesnt seem to be any way of tracking this, or is there? and if not im just wondering how other business' get around this as its a pretty fundamental thing to monitor from a productivity stand point.

any ideas would be most appreciated

thanks
dom

 

[Alphabetic]

You can use a report to show agent login/out status. But, natively it's not possible to see time based on profile status.

you would need to have your own self hosted instance and a 3rd party such as @VoIPTools for additional reporting.

 

[dommy575]

what does @VoIPTools offer? thanks

 

[Alphabetic]

I'll let him answer that

 

[VoIPTools]

Hi @dommy575,

We have over 35 different commercial add-on that extend the capabilities of 3CX. I encourage you to take a look at our website https://voiptools.com. As mentioned by @Alphabetic we have two tools that can help you monitor and report on user presence status changes. I encourage you to take a look at our 3CX Custom Presence and 3CX Competitive Wallboard tools.