12/7/2023 0 Comments Call queue 3cxTalk Time: The overall and mean average.Calls: Answered, abandoned, total and % services.Detailed Queue Statistics: The detailed queue report will give you all the information that is required to access the performance. You also have the option to not add calls that are dropped before a specific time interval.Ĩ. It will also show you the number and percentage of those calls that are missed at the SLA. Statistics SLA: The SLA report will show the total number of calls that are received for one or various queues. The queue automatically breaks the statistics down by the agents so that clients can identify the best colleagues.ħ. The report will also show how many calls were received, serviced, and unserviced by the queue. Queue Performance Overview: The queue performance overview summarizes the service level for one or various queues. Related Read: What are 3CX Control Extensions & How to Set it Up? – User GuideĦ. Trunk DID: This report will tell how many calls you have received on your DIDs and on external numbers. Queue Answered/Unanswered calls: This graph shows the progress and activity of ‘All Queues’ or “Individual Queues.” The graph also reflects the answered or unanswered calls made by agents that are in the queue.ĥ. The call types are configured properly so that the system can identify different calls, which should be configured for all destinations.Ĥ. Call Cost by Call Type: This report is the same as that of ‘Call Cost by Extension Group,’ but instead of just grouping the extension group, these groups are defined by the call types like local, mobile, national, and international. The call cost should be configured for various destinations.ģ. For this to show accurately, the call types should be configured properly so that the system can recognize local, national, mobile as well as international calls. Call Cost by Extension Group: This report helps to summarize the cost of every call that is made by the extension groups. It also reflects the Average waiting time in seconds before the caller hangs up for a specific queue.Ģ. Average Queue Waiting time: The Average Queue waiting time is the frequency curve graph that shows the average wait time in seconds before someone answers. You can choose the calls to specific numbers or can select the answered or unanswered calls as well as exclude the ringing time. For instance, you want a report that shows calls from the internal extension or numbers with the (22), let’s say. You can add calls from a specific number, extension groups, and ranges. Call Reports: A Call report shows the calls that are made as per the set parameters. It may also include internal calls if the ‘include internal calls’ option is checked.ĥ. The call distribution also reflects the calls that are made to the ring groups. The distribution includes the queue calls unless the ‘include Queue call’ option is not checked. Call Distribution: The call distribution graph helps to display the calls made to and from the gateways, bridges, and trunks. Related Read & Video Guide: How to Create Call Reports in 3CX Management ConsoleĤ. You can schedule reports, you can include the calls, or you can exclude the internal/external calls as per requirements. The stats also separate the inbound and outbound calls as well as the total combined calls. Extension statistic report: This report helps to show the answered/ unanswered calls for different extension ranges. The report also breaks this down by using the agent extension number so that you would know which agents are working and which need improvements.ģ. The statistics show the number of terms you add during report scheduling. Ring Group Statistics: The ring group statistics also show the number of answered and received calls for one or various multiple ring groups. This reporting system also includes the queue calls and also shows the internal calls with the ‘include internal calls’ option.Ģ. User Activity: This ‘User Activity Graph’ helps to show the progress and activity or the extension so that the manager can identify the busiest period of the day, month, and year. Let’s discuss the purpose of each report and the parameters that’ll help you know more about the benefits: Part 1: Agent Performance Reportsġ.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |