Reporting 2.0 - The Reporting Roadmap at 3CX

[nikolascx]

What we are doing - and when - to make reporting great at 3CX!​

Reporting 2.0 is set to revolutionize analytics at 3CX. Although still in development, when it’s ready, it promises to be a game-changer. Here’s an update on what we’ve been working on and what you can expect from this highly anticipated feature. [caption id="attachme...

Continue reading the Original Blog Post.

 

[KoesioOccitanieTech]

Hi,

All this new things will be throught PowerBI and Grafana or we will have new reports on web client ?

 

[Evolute IT]

Here's some reports/data we really wanna see in this reporting engine!

- Agent history to see who's logged in, who's on a call, who's logged out (for wallboards/live dashboards)
- Simultaneous calls usage over time, to properly size a customer license.
- Hold time per call, and per agent (for stats and KPIs)

Obviously, hopefully that data is available almost real-time so Grafana/BI can pull it often.

FYI, amazing idea to have a separate dedicated database for that, which can be accessed remotely without risking the 3CX system db.

 

[N_G]

@KoesioOccitanieTech No, all new reports will be in a PowerBI or grafana
@ConceptsWeb its not envisaged for real time information. Its more for reporting..... Who's logged out etc it can be seen in webclient or windows phone? We have some real time dashboards there surely we will extend it

 

[LRSpartan]

Our compliance department would like to see more reporting and search capability around chats. The chat journal feature is subpar and requires user intervention ('dealt with') which is a compliance issue. The chat report is hard to use and have to export out to csv files. At least automate the delivery of csv chat content so that it can be reviewed. I told our SIP trunk provider that we will need to move off 3CX by next spring and WE LOVE 3CX! 3CX is missing market share by not being more compliant friendly for chat messages. Hopefully they will contact 3CX to help with this.

 

[Alphabetic]

Our compliance department would like to see more reporting and search capability around chats. The chat journal feature is subpar and requires user intervention ('dealt with') which is a compliance issue. The chat report is hard to use and have to export out to csv files. At least automate the delivery of csv chat content so that it can be reviewed. I told our SIP trunk provider that we will need to move off 3CX by next spring and WE LOVE 3CX! 3CX is missing market share by not being more compliant friendly for chat messages. Hopefully they will contact 3CX to help with this.

What compliance? You can have 3CX auto close chats and purge if needed.

 

[LRSpartan]

Where is that in the menu?!? I haven't seen that. That might help out a lot!

 

[Alphabetic]

Where is that in the menu?!? I haven't seen that. That might help out a lot!

From the dashboard press the cog next to chat log.

 

[LRSpartan]

I am not seeing that... I am running 20 Update 3 Build 806 on professional. On premise/Debian. Role system admin.

 

[Alphabetic]

I am not seeing that... I am running 20 Update 3 Build 806 on professional. On premise/Debian. Role system admin.

View attachment 45343

Strange, I can see it in update 3. Are you system owner? Could be browser issue.

 

[LRSpartan]

My manager is...let me see what his side shows. I appreciate the help!

 

[Evolute IT]

What compliance? You can have 3CX auto close chats and purge if needed.

View attachment 45342

This option doesn't mark the chat as "Dealth With", and thus doesn't trigger the chat journaling.

However, a solution is to use the XAPI ReportChatLog endpoints to grab the chat logs on a schedule.

 

[LRSpartan]

This option doesn't mark the chat as "Dealth With", and thus doesn't trigger the chat journaling.

However, a solution is to use the XAPI ReportChatLog endpoints to grab the chat logs on a schedule.

Is this supported by 3CX? My manager said compliance would almost certainly require it be approved or supported by them. Something about SOC II report.

 

[Evolute IT]

Is this supported by 3CX? My manager said compliance would almost certainly require it be approved or supported by them. Something about SOC II report.

Not it wouldn't be. It would need to be an external connector that grabs the data from the 3CX XAPI and send it to whatever place you need.

 

[LRSpartan]

Not it wouldn't be. It would need to be an external connector that grabs the data from the 3CX XAPI and send it to whatever place you need.

Thank you with your insight over the last few days! If this would allow us to keep 3CX, it might be something we will consider. Let me pass this information around.

John

 

[Evolute IT]

Thank you with your insight over the last few days! If this would allow us to keep 3CX, it might be something we will consider. Let me pass this information around.

John

If you don't have developers, I'd be happy to discuss this project with your team.

 

[LRSpartan]

If you don't have developers, I'd be happy to discuss this project with your team.

Let me talk with our compliance officer week after next to determine next steps. I will let them know of this option. Thank you.

John

 

[adrian.simpson]

Reporting 2.0 looks great and cant come soon enough. A lot of our clients have had to 'downgrade' to the current v20 from what was on offer in v18 which I will say nearly always satisfied our client's needs. A couple of questions though.

1. Will this be available on a per department basis on the MT version?
2. Are you going to supply any documentation or run a webinar perhaps on how to configure some basic reports in both Grafana or Power BI? We have always classed ourselves as solutions providers not developers, so assistance from 3CX would, I'm sure, be well received by your partners.

I do have 2 clients that we are currently not upgrading to V20 due to the amount of reports they have setup on the system and rely on the HTML format for presenting in weekly meetings.

 

[N_G]

Thanks for the feedback.

Of course we are going to run webinars about the reporting and promote it. Anybody with some Grafana or PowerBI knowledge will have a headstart so if you want to get familiar you could already setup an account and get to know these platforms a little.

Yes, the department field will be exposed in the call tables so you can schedule reports per department/tenant and send these to your tenants if you like. The actual scheduling and sending will be done on powerbi or Grafana platform not on the multi tenant instance itself.

 

[RTOadmin]

Will all the current reports available today still be available after Update 5 is installed, or will we have to use the new reporting engine with Grafana or Power BI as soon as Update 5 is installed? We are just thinking about the process to migrate to the new reporting platform without losing the daily reporting requirements we have, and how do we build replacement reports without having any historical data to use to build, test, and verify that reports we build are accurate.