Outbound AHT (Average Handle/Average Talk) on non-queued outbound calls

[SEGuy]

Hi All,

Is there a way I can get Outbound AHT (Average Handle/Average Talk) on non-queued outbound calls, per-extension, per-hour or for the day?

I really need some more info on reports, custom reports, can I customize them, options? I've got some summer students making outbound screening calls (manual external dials) and I can't seem to find any report that shows this without me pulling CSVs into an app and building the reporting outside.

I've got someone who has Cisco CUCM/UCCX and they're pulling reports out to their own BI setup... but the API docs are removed for v16, there is no direct DB access (understandable - read would be nice?) and I can't seem to find reliable custom report creation. What are my options on this? It doesn't feel that the reporting is moving forward but you have so many other amazing features...

Any input would be appreciated. I'm basically trying to show them how 3CX is more affordable and has easier to implement features, but they use a ton of shared VM and a ton of reporting so these are two weaker spots I'm going to struggle with on like-to-like comparisons.

 

[cobaltit]

3CX is fairly weak on the reporting for sure. You would need to use CDR export features along with a 3rd party product like CallSequitur by @Cjay or the reporting add-on from @voiptoys

 

[Cjay]

As mentioned by @cobaltit, CallSequitur can provide a part of the data you are looking for.
CallSequitur operates by collecting and analysing CDRs - so you would need to turn these on in your 3CX system. Once set-up you would have a near real-time view of call statistics, so for example if you are only interested in the outbound screening calls you would define this as a Custom Call Type in CallSequitur, then you could (for example) see on the main screen:

• Live updating Call Duration stats (timeframes are configurable):

• Live updating chart (Call Volumes, Sim Calls or Traffic (talk time):

Or for a more detailed drill down into call history where you can view, filter & report on user selectable parameters:


You can find CallSequitur downloads & documentation here.

 

[VoIPTools]

I generally try to offer ways of doing things without first referencing our tools, but there is simply too much information to be shared in a post. Since cobaltit has already referenced our tools, here you go:

We have a "3CX Competitive Wallboard" that displays this information (inbound and outbound) in real-time by subscribing to the actual 3CX events.

https://www.voiptools.com/product/3cx-competitive-wallboard-by-voiptools/

And a Group Voicemail option in our "3CX Voicemail Manager" that will meet your needs.

https://www.voiptools.com/product/3cx-voicemail-manager-by-voiptools/

And for custom reporting, we can automatically synchronize all the 3CX data and CDRs and place it in SQL Server or MySQL, then you can use whatever reporting tool you prefer for making custom reports:

https://www.voiptools.com/product/3cx-exporter-by-voiptools/