3CX Call Reports
3CX call reports are very essential in measuring agents’ productivity and keeping track of customers’ satisfaction. Running a call center requires you to place a high priority on agents’ productivity and customers’ satisfaction. More than 20 reports are included with 3CX professional and enterprise versions to assist in maintaining these priorities.
3CX reports are readily available whenever you need them, or you can schedule them based on your requirements. In this article, we will discuss the different aspects of 3CX call reports and explain how they can help you to monitor and improve your communication system. These different 3CX report types and their parameters are explained in two parts below.
Part 1: Agent Performance Reports
Agent performance reports are 3CX call reports that are used to monitor the performance and productivity of agents. These type of reports are used to identify high performing agents. The reports outlined below are types of agent performance reports:
User Activity Graph
This type of report displays progress and activity of an extension. It helps the manager to see which are the busiest periods of the day, month or year. It also includes the queue calls and also shows the internal calls with the ‘include internal calls’ option.
Extension Statistic Report
The extension statistic report displays answered/unanswered calls for different range of extensions. By default, the report automatically separates the inbound and outbound calls and shows the total combined calls. When scheduling, you can include all calls in the report or just internal or external calls.
Call Distribution Graph
This report displays calls made to and from trunks, gateways, and bridges on your system. Unless the “Include Queue calls” option is unchecked, it will by default include Queue calls. If the box next to “Include internal calls” is ticked, the report may include include calls made to ring groups as well as calls made internally.
Ring Group Statistics Report
This report displays the number of calls that were answered and received for a single or a number of different ring groups. The statistics reflect the number of terms you include when scheduling reports. This information is also broken down using the agent extension number so you can see which agents are effective and which ones require improvement.
The calls made according to the specified parameters are displayed in a call report. Calls from a certain number, extension groups, and ranges can all be added. You can specify the calls to particular numbers, the answered or unanswered calls, and the ringing time to be excluded.
Part 2: Quality of Service Reports
Queue managers can keep an eye on customers experience as they dial in with the help of quality of service reports.
The reports outlined below are types of quality of service reports:
- Agent Login History
- Average Queue Waiting Time
- Queue Answered/ Unanswered Calls
- Call Cost by Extension Group
- Call Cost by Call Type
- Trunk DID
- Agents in Queue Statistics
- Abandoned Queue Calls
- Queue Failed Callbacks
- Queue Answered Calls by Wait Time
- Team Queue Lost Calls
- Queue Performance Overview
- Statistics SLA
- Detailed Queue Statistics
- Breaches SLA
- Team Queue General Statistics
- Queue Callbacks
Agent Login History
The queue manager may see how frequently an agent logs into a call via the agent login history. The agents who are underperforming can be highlighted by this. The time that agents enter and exit the queue is also shown in the report. The overall amount of chat time and total amount of time the agent has spent logged in are both shown.
Average Queue Waiting Time
The average queue waiting time displays the average wait time in seconds before a call is picked. This report is a frequency curve graph. Additionally, it displays the average wait time in seconds before a caller hangs up for a particular queue.
Queue Answered / Unanswered Calls
This report displays the activity and progress of “Individual Queues” or “All Queues.” Answered and unanswered calls made by queued agents are also shown.
Call Cost by Extension Group
Call cost by extension group report summarize the cost of each call made by the extension groups. In order for this to display correctly, the call types must be set up such that the system can distinguish between local, national, mobile, and international calls. The call cost needs to be set up for different destinations.
Call Cost by Call Type
This type of report is similar to “Call Cost by Extension Group,” except that groups are defined by call types such as local, mobile, national, and international rather than only by extension groups. The call types are set up correctly, as they should be for all destinations, to allow the system to distinguish between various calls.
This report displays the number of calls you have received on both external and DID lines.
Agents in Queue Statistics
In this report, you can view the overall time spent logged in, the number of calls answered, the percentage of calls served, and the number of calls answered per hour. Along with the mean average, this report also provides the ring time and talk time.
Abandoned Queue Calls
Managers can use the statistics in the “Abandoned Queue Calls” report to help them pinpoint potential causes of abandoned calls. This contains the following information: waiting time, caller ID, the agent who answered the call, the number of polling attempts, and the agent state at the time of the call.
Queue Failed Callbacks
The failed callback report provides extra information on the unsuccessful callbacks to enhance your customers’ experience. The failed callback report displays the call’s time of origin, queue from which it was placed, ringing time, and callback number.
Queue Answered Calls by Wait Time
This report shows the calls that were answered in a certain queue while they were waiting to be attended to by an agent. The caller ID, ring time, answer time, and call destination are also highlighted in this report.
Team Queue Lost Calls
The number of calls that entered a queue but were not answered by an agent is the main emphasis of the team queue lost calls report. It provides a brief summary of the number of missed calls and aids queue management in estimating the overall waiting 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 which agent is performing at their peak.
The statistics SLA report shows the total number of calls that are received for one or more queues. Additionally, it will display the number and percentage of missed calls according to the SLA. You can decide to exclude calls that are dropped before a certain period of time.
Detailed Queue Statistics
The detailed queue statistics report will give you all the required information to access the queues’ performance. The queue statistics report include:
- Calls: Answered, abandoned, total and % serviced
- Ring Time: The total and mean average
- Talk Time: The overall and mean average
- Callbacks: The number of successful callbacks
The SLA time, or acceptable waiting time for clients calling your queues, is something you can configure. In addition to the configured SLA, this report will show how many calls are awaiting you in your queues.
The report will also include information on the time of the call, the caller ID, and how long they had to wait before speaking with an agent. Additionally, you can choose to not include any calls that were dropped earlier than the specified period of time.
Team Queue General Statistics
The “Team Queue General Statistics” report emphasizes on the queue at the team level rather than extension level. This report provides information on how calls are handled when they enter and displays the number of agents in each queue.
The number of callers who asked for a callback before being attended to by a user is displayed in the “Queue Callbacks” report. The number of calls the queue received, the number of callbacks placed, and the number of unsuccessful callbacks will all be shown in the report.
3CX Reports Guide: How to Generate 3CX Reports
Here’s a step-by-step guide on how to generate 3CX reports:
- Login to the 3CX Management Console: To generate 3CX reports, you need to log in to the 3CX Management Console. You can do this by entering the IP address of the server hosting 3CX or the FQDN of the 3CX system and entering your login credentials.
- Go to Reports Section: Once you’re logged in, navigate to the “Reports” section of the console.
- Click “Add” to add a new report: After navigating to the Reports section, click Add to create a new report
- Select the Report Type: Choose the type of report you want to generate. For example, if you want to see how many calls your agents have made and received, you might select the “Call Reports”
- Customize the Report Parameters: Once you’ve selected the report type, you can customize the parameters to generate a report that meets your specific needs. For example, you might choose to view calls from a specific date range, or only calls made to/from a particular extension(s). You can also select the format you want the report to be displayed (html or csv), e-mail (where to send the report), frequency of reports, name (file name of the report) etc.
- Generate the Report: Once you’ve set your parameters, click the “Schedule Report” button to create the report. You can view all the reports generated within the reports main dashboard. The generated reports are also sent to the email address you put when customizing the report parameters.
Benefits of 3CX Reports
3CX is a comprehensive unified communications system that offers a wide range of features to manage your phone systems, video conferencing, and other communication channels in one platform. Among the many features that 3CX offers, one of the most useful is its reporting capabilities.
With 3CX, you can generate reports that provide insights into your organization’s communication performance, which can be used to optimize your communication processes and improve overall performance. The benefits of 3CX reports and how they can help improve communication performance in your organization are discussed below.
Making Informed Decisions with 3CX Call Reports
One of the main benefits of 3CX call reports is that they provide valuable data that can help you make informed decisions about your communication processes. By analyzing call reports and other metrics, you can identify trends, track performance, and make data-driven decisions to optimize your communication processes.
For example, if you notice that there is a high volume of calls during certain times of the day, you can adjust staffing levels or adjust your phone system to improve call routing and reduce wait times. This can help improve customer satisfaction and reduce the workload of your staff.
Improving Communication Efficiency with 3CX Call Reports
Another significant benefit of 3CX call reports is that they can help improve the efficiency of your communication processes. By analyzing call volumes and wait times, you can identify bottlenecks and make changes to improve call routing and reduce wait times. This can help improve customer satisfaction and reduce the workload of your staff.
For instance, if you notice that many customers are calling to inquire about the same issue, you can provide self-help options on your website or a pre-recorded message that explains how to solve the issue. This can reduce the number of calls your staff receives, freeing up their time to handle more complex issues.
Enhancing Customer Service with 3CX Reports
Moreover, 3CX reports can also help improve customer service by providing insights into call quality and customer feedback. By analyzing call recordings and customer feedback, you can identify areas for improvement and make changes to better meet the needs of your customers.
For example, if you notice that customers are frequently complaining about long wait times, you can make changes to your phone system or hire more staff to reduce wait times. This can improve customer satisfaction and loyalty, which can translate into increased revenue and growth opportunities for your business.
Improving Staff Performance with 3CX Call Reports
In addition, 3CX call reports can also help improve staff performance by providing valuable feedback on call handling and customer interactions. By analyzing call recordings and performance metrics, you can identify training needs and provide targeted coaching to help your staff improve their performance.
This can help improve the quality of your communication processes and reduce errors, leading to a better overall experience for your customers.
Optimizing Resource Allocation with 3CX Reports
3CX reports can provide valuable insights into call activity patterns and help you optimize resource allocation in your organization. By analyzing call data, you can identify peak call times, which can help you allocate resources such as staff and phone lines more effectively.
For example, if you consistently receive a high volume of calls during a certain time of day, you can schedule more staff to work during those hours to reduce wait times and improve customer satisfaction.
Additionally, call reports can help you identify which phone lines are being used the most frequently, allowing you to allocate phone lines and extensions more effectively to reduce bottlenecks and ensure smooth call flow. By optimizing resource allocation, you can improve operational efficiency, reduce costs, and enhance the overall customer experience.
Identifying Cost-Saving Opportunities with 3CX Reports
Furthermore, 3CX reports can help identify cost-saving opportunities by identifying unnecessary or redundant communication processes. By analyzing call volumes and other metrics, you can identify areas where you can reduce costs without compromising on the quality of your communication processes.
In conclusion, performance reports are used to track an agent’s output at work and identify high performing and under performing agents.
Depending on the report type, you might see metrics such as call volume, call duration, average wait times, or call abandonment rates. These metrics can be used to identify trends, areas for improvement, and make data-driven decisions that can improve your organization’s communication performance.
Finally, 3CX reports offer a range of benefits that can help improve communication performance in your organization. By providing valuable data and insights, 3CX reports can help you make informed decisions, improve efficiency, enhance customer service, improve staff performance, and identify cost-saving opportunities.
With these benefits, 3CX reports are an essential tool for any organization that wants to optimize its communication processes and improve its overall performance.
Get your 3CX Phone System now!
Utilize the 3CX phone system to hasten the growth of your business or organization. Foppex can help with your 3CX implementation and integration. You can also buy 3CX licenses directly from www.shop.foppex.com
Contact us for a FREE consultation.