Reporting - On Hold time in seconds

Discussion in 'Ideas' started by Lester Williams, May 2, 2017.

Tags:
  1. Lester Williams

    Joined:
    Apr 11, 2017
    Messages:
    5
    Likes Received:
    1
    Our client needs to know the amount of time a caller was in a queue before the call was answered.

    They also need to know if the caller abandons the call, how long they were waiting in the queue before dropping the call.
     
  2. roland.s

    3CX Support

    Joined:
    Mar 28, 2014
    Messages:
    75
    Likes Received:
    5
    For the amount of time a caller is in a queue before the call was answered.

    See report named "Queue Answered calls by Wait time" report . The report also gives you the option to set your own "waiting time for serviced calls". The report will provides you with : "Call time" , "Ringing time" ( this the amount of time the caller spent waiting in the queue before the call was answered) and "Answered time"


    For waiting time in the queue before an dropped call.

    -see report named "Abandoned Queue calls" report. The report gives you "Call time" & "Waiting time" before the call was dropped.