New Call Data Records - A Deep Dive

[nikolascx]

Hi Nikolas, just to make sure: when agent press hold button in the queue for the first time, the hold time will be recorded on the report correct? but will not recorded if the agent hold for the 2nd, 3rd at the same call session?

Hi @triwardhana
Yes you are correct to wonder. Let me explain some details so it is clear how it works. Like this you know what is expected.

When a call comes into the queue, the queue engine auto answers the call and presents music on hold stream one way ringing the agents the other way. During this time, this is waiting time being recorded.

Once the agent answers the call, the waiting time stops and the talking time duration begins on behalf of the agent.

When the agent presses the hold button, there is no audio signal that interrupts the call. Hold music is mixed to your channel. This is why the talking time is not interrupted.

There is no "first hold works, subsequent holds don't". no Hold action interrupt the talking time once the agent answers.

Let me know if you need this confirmed in system logs or further clarified.

 

[Evolute IT]

Hi @triwardhana
Yes you are correct to wonder. Let me explain some details so it is clear how it works. Like this you know what is expected.

When a call comes into the queue, the queue engine auto answers the call and presents music on hold stream one way ringing the agents the other way. During this time, this is waiting time being recorded.

Once the agent answers the call, the waiting time stops and the talking time duration begins on behalf of the agent.

When the agent presses the hold button, there is no audio signal that interrupts the call. Hold music is mixed to your channel. This is why the talking time is not interrupted.

There is no "first hold works, subsequent holds don't". no Hold action interrupt the talking time once the agent answers.

Let me know if you need this confirmed in system logs or further clarified.

Is it planned to store hold data somewhere to report on it? We've been asked this many times. They wanna know who keeps callers on hold the longest.

 

[triwardhana]

Is it planned to store hold data somewhere to report on it? We've been asked this many times. They wanna know who keeps callers on hold the longest.

Indeed, need this feature for example to calculate Average Handling Time on call center system = Total Talk Time + Total Hold Time + Total After Call Work (ACW) / Number of calls handled.

 

[N_G]

@triwardhana @ConceptsWeb Yes we now have this type of data to make much more extensive reports

 

[KoesioOccitanieTech]

Hello,

I totally a noob in this topic but I have some questions :

Can we extract the CDR data when the PBX is on cloud ?
If yes, I could be able to put these data in PowerBI or Grafana (one of the two mentioned in a older news) ?
Is these things are user friendly accessible ?

Thank you.

 

[nikolascx]

@KoesioOccitanieTech
Excellent question - We are planning a release shortly that will answer all your questions. But if we have a delay, send me a reminder next week and I'll tell you what to do to get this up and running.

To all - Yes - there are 3 expensive points in reporting transactions:
1. CDR Data that continuously grows and bloats the database.
2. The more db grows, the more expensive SQL responses will be on cpu
3. The more reporter requests will add to the expense and the stress.

• If we offload this to a cloud storage, and get the reporting tools to talk to the cloud storage directly, then we win on all 3 fronts.
• CDR can grow all it wants because we are now on an enterprise cloud storage bucket dedicated only for CDR and nothing else.
• Reporter requests query the cloud storage directly without 3CX in the middle. Sweet. No CPU Spike on the 3CX Server and we don't depend on whether the CFO decides to generate a hundred reports or not.

Stay close - more news coming soon. We are working to try and get something out before Easter...