Reports

[Kevin E]

Hallo,

Another TMS system provider mentioned that 3CX support helped them get a script that can export a months worth of records.

CallID - Internal PBX unique number to track this call through it's journey on the PBX as the call progresses

Queue_Wait_time - How long the call was waiting in thte queue before it was answered/callerdisconnect
Duration_time - total time of the call
Callback option was used

With the above i can calculate/extrapolate the following
- Was the call Answered
- Was the call Abandoned by the caller because an agent didn't pick up the call quickly enough
- Short_Call - Did the caller disconnect very quickly after entering the queue
- Callback - did the caller opt to have someone call them back

How do we go about this?

 

[OlegR_3CX]

Hi there.
We don't usually provide scripts for the reports. I guess in your case you have CSV file and need to do the calculation by parsing it?
This post here had a discussion on the messages you can see in the report too.

 

[Kevin E]

Hi Oleg,

Are there a way to get the below,

queue statistics per call about how long the calls spend waiting answered total duration, similar to the call detail report or queue statistics but it must have a the callid field.

 

[OlegR_3CX]

Hi Kevin,

have you tried running "Queue Answered Calls By Waiting Time", there you can set the value of seconds as 1 for example and it will show you, how long it took before the call was answered in the Queue.
Unfortunately, you will not be able to customize any reports that are now available.
You should have more option thee once the Grafana will be out, but for that we don't have any ETA on the release, as its in work while we speak.