Queue Members Cannot See Shared Call History in 3CX Apps or Web Client

[farman khan]

Hello 3CX Community,

We have a call queue with multiple assigned users. We need every queue member to see the complete call history related to that queue in both the 3CX apps and the Web Client.

This should include:

• Incoming queue calls answered by any queue member
• Missed or abandoned queue calls
• Outgoing calls made by queue members using the queue’s assigned number
• The agent who answered or placed each call

Currently, users only see calls they personally handled. They cannot see calls answered by other members of the same queue.

Is there a permission, user role, queue setting or supported configuration that provides a shared queue call history to all assigned queue users directly within the 3CX apps and Web Client—not only through administrator reports?

If this is not currently supported for queues, is there a recommended alternative that provides this functionality without changing the queue to a Ring Group?

Thank you.

 

[Alejandro_3CX]

Hi @farman khan in their call history, agents can only see the calls they personally handled from the queue. If you need them to view all calls, they will need to access the call reports, which requires a role like Supervisor, Manager, or Owner.

Regarding missed calls in the queue, this is possible just make sure the parameter shown below is disabled.

 

[farman khan]

is there any alternative way to show the calls history of all user to each other in queue.

 

[Alphabetic]

is there any alternative way to show the calls history of all user to each other in queue.

Short answer is no.

Though, if you're queue manager and can see recordings you can get a pretty good idea on what calls are happening.

 

[VoIPTools]

You might consider a look at one of our many wallboard This is our 3CX Competitive Wallboard. In the example below there are many more columns to choose from. Each department manager can configure their own layout. This is a leaderboard, so the most productive agent is at the top and the least productive at the bottom.

Very soon we will be releasing our drag-n-drop user-defined wallboard that has over 200 widgets that you can drag and size based on your needs with may properties for things like fonts (based on thresholds), colors, flashing, etc. Shortly you will be able to create pretty much any wallboard you want!

One thing to note (see above) is that we track presence status too (including unlimited custom presences) and how long they agent has been in that presence, so you can now see how much time people are spending in each status.