Outbound Call Reports

[Caleb.Ortiz]

Hi,

I have a couple of call center agents that provide service to various campaigns, they're also connected to multiple queues at the same time. From what I can gather the only report that gives me the amount of outbound calls is the extension statistic report, but it groups all outbound calls together regardless of Queues. Is there a way to differentiate which outbound calls correspond to each campaign?

Thanks.

I'm currently running version 16.0.7.1078 Pro.

 

[VoIPTools]

3CX does not support the concept of "campaigns". This may be something associated your your CRM rather than 3CX. Queues in 3CX are, by definition, for INBOUND calls only. So, how would 3CX know which campaign an OUTBOUND call was associated with? I cannot think of a way to track this natively in 3CX.

However, we may have a solution that would work for you. 3CX Wrap-up Codes is an add-on that allows you to disposition a call. In your case, it would popup a dialog automatically when an outbound call is placed (can also popup for inbound calls). In the dialog, the agent could select from a list of "campaigns" and save information to a central database which includes the agent name, extension, date, time, duration, and number dialed, campaign, and agent-supplied notes. You could then report on how many calls the agent made for each campaign by date range.