standard 3CX Graph reports giving different results, and unexpected results

[Aurora-Support]

Hi All,

I have a customer that has run off two standard 3CX reports, first is a “Call Distribution” graph report and 2nd is a "User Activity" graph report. Both reports are filtered on same single day and same single extension see attached.

Question 1 . “Call Distribution” report shows 7 calls taken by phone extension 120 between 12 and 1pm and the other report (“User Activity”) shows no calls taken in that hour yet the report data is taken from the same source. We are not sure why this is different can you help please ?

Question 2. On “Call Distribution” report and “User Activity” report I would expect also that the 7 calls taken between 12 and 1pm to broken down into 2 separate columns so it would show 3 calls between 12 and 12:30pm and 4 calls between 12:30 and 1pm, why are the reports not showing this please?

All calls are very short and do not go on into the next 30 minute period on graph x axis. Time of system has been checked and even if it was wrong the data collected and reports ran against it should show same graph results.

Kind regards

 

[Frederik Frydendal]

JEDware for report is better - www.jed-ware.com

 

[JosIPVG]

Hi Aurora,

The values in the 2 reports are correct, for every hour there are 2 values 0|0
In graph 1 we see 7 answered calls between 12 and 13 and in graph 2 we see the same for incoming calls.

The reports are hourly and not per 30 minutes , the separation between the 0's is to indicate different values
Andswered or Unanswered
Outgoing or Incoming
Had they missed a call or made an outgoing call you would see this on the not populated 0 in the report.

 

[Aurora-Support]

Hi Frederik,

Thank you I understand the 2 values 0|0 now.

I don't understand though you answer to first question. Both graphs are not the same from my understanding as I see User activity with 7 calls inbound between 11-12 yet with Call Distribution I see 7 calls between 12-13 i.e. 1 hour later and only 1 call taken between 11-12 on the Call Distribution report, please can you explain why there are differences here ?

Kind regards
Aurora

 

[JosIPVG]

Hi Aurora,

Maybe i need new glasses , but i see both graps at 12-13 the only difference is that they are on opposing sides of the | axis
So 7|0 and 0|7 both at the time stamp 12-13
2 different repports with different values noted on the 0|0

 

[Aurora-Support]

Hi Frederick,
I think we are getting closer our understanding of the problem let me explain the problem further please. Query is with User Activity report which is shown in the attached on the left hand side of the photograph one sees "NO" User Activity between the 12-13 time gap. Yet with the Call Distribution report on the right hand side of the photograph between the same 12-13 time gap one sees "7" calls registered. Now the data is derived from the same source so how come they are different please ?


When you write "So 7|0 and 0|7 both at the time stamp 12-13" we think that is not correct as the User Activity report showing the 7 in blue in the left hand photograph is being reported on the graph as between 11:30-12:00hrs or 11:00 to 12:00hrs when the other graph show this as between 12:00 - 13:00hrs they both can't be right as the times of the calls from source are the same. So why are they showing different times?

Kind regards
Nigel

 

[SweetAction]

The little line between the 2 "0"'s is not the start of the hour. Each hour is represented by the 0|0.

Look at the beginning of the chart (12 am) to see this.

 

[Aurora-Support]

Hi Frederik & SweetAction
Thank you got it now the x axis time is not linear its normal form in time with 3o minute segments but the whole time period for each hour is represented by the little black vertical graph marks on the x axis and the reason there is a bar to left and to right of this is to show the call type. Thank you both for you help

Best regards
Aurora