Reporting

[alkyred]

3CX looks to be a very good system but my lack some basic reporting when tracking metrics to see if you have your system menus optimized and that your agents are doing their jobs correctly. I am hoping I can be pointed to where I am missing this in the reporting system.

• Abandoned calls which means ONLY those calls where caller held for a while, then disconnected. 3CX report includes those transferred out and those that went to voicemail.
• Call volume reports that compile numbers to totals, not just bar charts I’ll need to manually calculate. There has to be a database or “spreadsheet” in the background to produce those bar graphs.
• IVR reports of some sort – which options are being chosen, the frequency being used, etc so we know if we have the right stuff in the right order.
• Repeat caller reports – frequency of the same caller calling multiple times in a day
• I do want to have a report that will somehow tell me “rollovers”, how often do we send to individual and it punts to a queue; but also all the queues that will roll someplace else. That will tell me better what’s really happening to our callers.

Is there a database we can connect to, to pull custom reports?

Thanks in advance.

Alkyred

 

[Evolute IT]

You can use the CDR feature and pull data from there to have them as you wish, or go @VoIPTools .

 

[VoIPTools]

You can get a lot of useful information from the CDR files 3CX can optionally create. The summary data is all in a single row and is straightforward to understand.

Personally, I have found it easiest to process these CDR files when 3CX is configured to create a separate file for each call. My strong recommendation is to NOT utilize the IP socket approach for getting call information. The IP socket feature was created primarily to support hotel billing systems that only support IP socket communication.

The flaw with using IP sockets is if your socket goes down for ANY reason, YOU WILL LOSE DATA. With the file-based approach, if your processing service goes down - even for a prolonged period, who cares? The service will continue where it left off.

There are some limitations with the CDR files. For example, you cannot get queue statistics. 3CX has announced a new REST API. While they have not indicated what will be possible with their future API, I am hopeful we will be able to get reporting data.

For now, the only practical option is to use a tool like our 3CX Exporter that, using our REST API, can replicate all the data 3CX uses for their built-in reports to a separate SQL or MySQL server every 60 seconds (default setting).

Once the data is in SQL, then you can build whatever reports you need, using the reporting tool you prefer (Examples: Power Bi, SQL Reporting Services, Crystal Reports, or even MS Excel). Further, because the reporting is performed on a separate server, your custom reports will not impact the performance of your production phone system.