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Need Help Reports

Discussion in '3CX Phone System - General' started by mat, Feb 5, 2018.

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  1. mat

    mat

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    Hello,

    I'm a new user of 3CX solution.
    I use the Pro Version of 3CX and I have some questions about Reports.
    • Can I merge 2 reports in a same schedule?
    • In "Queue Performance Overview", what does means "polls" for each extensions? My polling strategy is "ring all" and I don't understand results? how are they calculated and what do they represent?
    Thanks

    Regards
    MAt
     
  2. mariosM_3CX

    mariosM_3CX Support Team
    Staff Member 3CX Support

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    Hello @mat

    Regarding merging 2 reports in 1 schedule, kindly note that this is not possible. If you want you can post this as a feature request in the Ideas part of the forum here https://www.3cx.com/community/forums/3cx-ideas/

    Now regarding the unanswered polls in the Queue Performance Overview report, this is the times that the Queue polled/rang the specific extension but did not answer the call. Note that the sum of this is not the sum of all unanswered calls of the Queue. For example, lets say that you have a Queue with 4 agents and Ring All strategy and a call comes in the Queue, rings all 4 agents and answered by 1 agent.. In the Queue Performance Overview, you will see:
    1 call received
    1 call serviced
    0 unanswered calls
    0 unanswered polls by the agent who answered the call
    1 unanswered poll for every other agent
     
  3. mat

    mat

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    Hi,

    I'm not sure to understand.
    In my report, I have a queue with 3 agents
    • Call received : 176
    • Call Serviced : 135
    • Unanswered call : 51
    and for each agent
    • Agent 1 : answered : 52 / unanswered : 171 polls
    • Agent 2 : answered : 73 / unanswered : 614 polls
    • Agent 3 : answered 0 / unanswered : 19 polls
    I don't understand the high value of polls "614"

    Thanks

    Regards

    Mat
     
  4. mariosM_3CX

    mariosM_3CX Support Team
    Staff Member 3CX Support

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    Hello @mat

    In a "Ring All" Queue where nothing had changed in the reporting period, the numbers would had made more sense, but there are a lot of factors that can affect these numbers.
    For example:
    Agents being part of the Queue for different periods
    Changes in polling strategy
    Agents logins/logouts of the Queue
     
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