Reports

[Mohamedseliem]

hi,
i need to extract agents DND status, i found no reports show such information, any support is appreciated

 

[VasilisV_3CX]

Hi @montaser,

There is no report natively built in that will give you this information specifically. However there exists an Idea already for this: https://www.3cx.com/community/threads/track-time-spent-in-dnd-in-call-reporting.53154/

There is an Agent Login history report, and you could then cross reference that with a call report to see what the average agent should be polled per X hours logged in, which will give you a generalized idea of who is staying in DND longer than others.

 

[VoIPTools]

3CX does not keep track of presence status changes (Available, Away, DND, etc.). So there is no way to report on the agents current status or how much time an agent has spent in DND.

To do this you would need to subscribe to DN events using the 3CX Call Control API. Unfortunately the event from 3CX does not indicate what DN (extension) property has changed, so you have to keep track of what the previous state was and compare that to the current state provided in the event. It could be they changed the extension last name rather than the presences status for example. So there is a lot of monitoring and evaluation required to track this information.

We track presence changes in our 3CX Custom Presence Status and 3CX Competitive Wallboard tools. That may be an option for you.