Call Reporting

Introduction

3CX includes powerful call reporting that enables you to analyze team performance and customer service levels.

Gain valuable insights into your organization's customer-facing communications. Call reports serve as a strategic tool for optimizing processes and elevating overall efficiency by allowing you to make well-informed decisions regarding your processes. Pinpoint trends, monitor performance, and implement data-driven strategies to refine your communication procedures.

Enhance customer satisfaction and also lighten the workload for your staff by fine-tuning staffing levels or adjusting your phone system settings, according to your peak call times.

Another noteworthy benefit of 3CX call reports is their role in boosting the efficiency of your workflows. By scrutinizing call volumes and wait times, you can identify bottlenecks and implement changes to streamline call routing, resulting in reduced wait times.

Various types of call reports are available in 3CX, shown in the image above, each of which are described in more detail below.

AI Summary and Sentiment

When AI is enabled, the following reports include an AI summary and sentiment score. The AI summary and sentiment require an AI edition.

  • Call Log - shows Transcription, Summary and Sentiment analysis score.
  • Inbound Calls - A log of Incoming calls
  • Outbound Calls - A log of Outbound calls
  • Extension Statistics - includes average sentiment score and filters by score.
  • Ring Groups - Aggregation of sentiment score per ring group.
  • Queue Answered Calls By Waiting Time - Aggregation of sentiment score for each call serviced after a specific period of time for selected queues

Logs

The logs section includes:

  • Call log - A log of all calls
  • Chat log - A log of all chats
  • Audit log - A log of all administrative actions

System

The System section contains reports pertaining to the system:

  • Inbound Rules - this report shows all inbound call routes, i.e. which DIDs route to which extensions.

Queue Statistics

  • Abandoned Queue Calls - The number of calls that entered a queue but were not answered. Provides a brief summary of the number of missed calls and aids queue management in estimating the overall waiting time.
  • Queue Answered Calls by Waiting Time - Answered calls based on the amount of time the callers were on hold waiting to be attended to.
  • Queue Callbacks - The number of callers who asked for a callback before being attended to by an agent.
  • Queue Failed Callbacks - The number of callbacks that the queue serviced and failed. Queue callbacks can be requested by callers that are waiting in the queue. The system calls the caller back when an agent becomes available.
  • SLA Statistics - Shows the total number of calls that have been received and the number and percentage of missed calls according to the SLA. Generally you would exclude calls dropped within 10 seconds of connecting.
  • SLA Breaches -  This report will show how many calls have been waiting too long according to your configured SLA time
  • Queue Performance Overview - The service level for one or more of your queues is summarized in the “Queue Performance Overview.” This report will show you the number of calls that were received, handled, and not handled per queue. It also automatically breaks down the statistics by agents, letting you quickly identify who is your best performing agent.
  • Detailed Queue Statistics - The detailed queue statistics report gives you detailed queues performance statistics. Additionally, you can choose to not include any calls that were dropped earlier than the specified period of time.
  • Calls: Answered, abandoned, total and % serviced
  • Talk Time: The overall and mean average
  • Callbacks: The number of successful callbacks
  • Team Queue General Statistics - This report focuses on team performance rather than individual agent performance. It shows how calls are handled and the number of agents in each queue.

Agent Statistics

  • Agent in Queue Statistics - Shows individual agent’s statistics according to the queue(s) they are a member of.
  • Agent Login History - Shows the queue login and logout history of a specific agent.

Ring Group Statistics

  • Ring Groups - Focuses on detailed ring group performance statistics such as call duration, total answered calls and abandoned calls, talk time and wait time.

Extension Statistics

  • User Activity - Answered/Unanswered calls by time period.
  • Call Distribution - Incoming/Outgoing calls by time period.
  • Call Cost by Extension Dept - The call costs of each extension that is a member of the department you want to analyze.
  • Extension Statistics - Individual extension statistics such as total number of calls, total talk time etc.

Chat Statistics

  • Queue Chat Performance - Analyzes the chat performance of a specific queue. How many chats were received, answered, lost and resolved.
  • Queue Agents Chat - This report focuses on individual agents chat performance who are members of a specific queue.
  • Abandoned Chat - Focuses on the number of chats that were never answered.

Scheduling a Report

  1. Log in to your 3CX Web Client. Navigate to the Admin Console and click on the “Reports” option in the left-hand menu. Only Managers, Supervisors, Group Owners and System Owners can see this option.
  2. Click on the type of report you want to generate. Now click on the funnel icon.
  3. In the next window, select the date range of your report, from and to fields as well as the call type. These fields may differ depending on the type of report you are scheduling.
  4. Click on “Save/Schedule”.
  5. In the next window, enter a name for your report and choose how often you want to receive this report. The time zone of the group will be applied to a scheduled time.
  6. All scheduled reports for a single user are aggregated into one email.
  7. Click “OK”. Your report will be emailed to you according to your selection.
  8. Scheduled reports are sent via email with a report link and a .CSV file attached, which can be easily used as a datasource for BI reporting, for example Power BI.

See Also

Last Updated

This document was last updated 21 May 2026

https://www.3cx.com/docs/manual/call-reports/