In depth call reporting is essential for gaining real-time insights into your contact center performance and customer needs. How long do your agents spend on a phone call? What’s the number of calls they make and receive? What is the overall performance of your queues? Which agent is under performing or burning out? SLA statistics, unanswered calls, abandoned calls – the list goes on. With 3CX’s advanced Call Reporting feature, you can utilize reports to make informed decisions about your business, restructure your call center, optimize agent productivity and increase customer satisfaction.

Keep on top of your call center

  • Evaluate individual call center agent performance.
  • Check how well agents perform as a team.
  • Get insights into the customer experience.
  • Take action to restructure and streamline the customer journey.
Woman with headset
Activity user report Screenshot

Choice of performance reports

  • User activity reports.
  • Extension statistics reports.
  • Average talking time.
  • Call distribution.

Quality of service reports

  • Queue callbacks reports.
  • Statistic & breaches SLA.
  • Queue answered calls by wait time.
  • Team queue calls.
Agent Status report screenshot
Call Report from Management Console Screenshot

Chat agent reports

  • Evaluate your website live chat with various chat reports.
  • Queue chat performance: to adjust agent scheduling.
  • Queue Agents Chat Statistics: to review performance.
  • Abandoned Chats: Lists unanswered messages.