Which report...

[Mark Phillips]

I have an inbound DDI which transfers the call to a Digital Receptionist. It presents several menu options, transferring to a number of extensions. One of the extensions (let's call it 0100) is configured as follows:

• Office Hours set: Mon-Fri 10am-2pm
• If call not answered within 1 second divert to Queue (it is 1 second because I cannot set 0 seconds)

In effect, this means all calls transferred to this extension are transferred onward to the Queue, unless the Office Hours prohibit it, in which case it diverts to voicemail. I can't remember why I set it up this way - I believe it is because I needed a custom voicemail prompt message which is only possible on an extension, not in a Queue.

Anyway, what I'm trying to work out is which report(s) will give a summary of inbound calls, how many reach the digital receptionist and how many end up in the queue (answered/unanswered).

I can't find one report to do everything, so I am using a combination of:

• Queue Performance Overview (which shows the answered/unanswered calls that enter the queue)
• Trunk / DID (which shows the total calls hitting the DID)

However, when I try to look for calls that are transferred to 0100, the reports "User Activity (Graph)" and "Call Distribution (Graph)" appear to only show calls in the period outside of the Office Hours. e.g. all calls received between 10am-2pm are missing from the graphs.

The "Call Report" report shows everything I need (it shows the path a call takes through the IVR and into the Queue), but in far too much detail. Ideally some sort of summary version of "Call Report" would be ideal.

Has anyone found a way of manipulating any of the existing reports to get close to what I'm looking for?

Thanks

 

[VasilisV_3CX]

Hi @Mark Phillips,

Have you checked the CDR data which you may be able to be imported into excel to extrapolate the data you're looking for? You can find your CDR data in the Dashboard >> Activity Log >> Logs >> Instance >> CDRlogs.

Note that if you haven't enabled it, there won't be any CDR data yet.

 

[jed]

Hi @Mark Phillips

We did create JEDWare for souch reporting needs. You can have a look at https://JED-Ware.com, from where you can download a free trial to see if this tool will help you with your total needs for reporting.