Hello
@contoured_solutions
Thank you for your question!
3CX offers built-in reports, which allow you to check agent performance, such as longest wait time and abandoned calls.
You can get reports on SLA and call-back statistics as well as switchboard/wallboard for real-time monitoring of queues.
3CX includes 24 templated reports that can be scheduled to run daily, weekly, monthly, and so on. The reports can be tailored to most requirements and include information such as:
- Average queue waiting times
- Team queue general statistics
- SLA breaches
- Agent login history
In addition to the 24 call reports, 3 reports can give insights into how
Live Chat,
Facebook Messenger, and
business SMS messages were handled. For more information on these 3 reports, check out our blog entitled ‘
Essential Live Chat Reports and Statistics’.
More details can also be found in our
3CX Call Center: A Guide for Queue Managers.
In addition, in the Downloads section of the
3CX partner portal, all partners can find the Marketing & Sales Kit. Under the Sales Content, you can find a Partner Reports Guide, which is the A-Z of 3CX Reporting.
I hope the above gives you some initial guidance. Feel free to contact your account manager for any additional assistance you may require in regard to productivity tracking available in 3CX.
Best Regards,
Irina
