A Complete Explanation of 3CX Call Reports

3CX Call Reports

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.

Reports are readily available whenever you need them, or you can schedule them based on your requirements. These different reports and their parameters are discussed 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:

  1. User Activity Graph
  2. Extension Statistic Report
  3. Call Distribution Graph
  4. Ring Group Statistic Report
  5. Call 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 depending on your requirements.

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.

Call Reports

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.

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.

Trunk DID

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.

Statistics SLA

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

Breaches SLA

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.

Queue Callbacks

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.

Conclusion

In conclusion, performance reports are used to track an agent’s output at work and identify high performing and under performing agents.

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