12/11/2023 0 Comments Call queue 3cxQueue 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. Filtered like they can be pulled from call logs that are even a month old.Reports are easily available when you want, or you can schedule them as per your customer’s needs. 3CX professional and enterprise-level come with more than 20 reports to help your clients keep these priorities on track. Personally I think having Hunt by Threes Random polling strategy can suit any offices or contact center since number of extension ringing at the same time is not to low and is not too much so that its not making so much noise when there is a call in.Customer satisfaction and agent productivity are top priorities when you are running a call center. If you need description on those polling strategies above, click here Now let see what polling strategies that can be use: The Call Queue feature is only available in PRO and ENTERPRISE editions. If all agents are busy, calls are kept waiting until an agent is available. To put it in shorts Call Queues allow calls to be queued, so that agents can take calls when they are available. Having a right polling strategies will ensure call flow perfectly to the extensions and possible cut cost by reducing number of lines needed. While most PBX only offer 2 type of polling strategies, using 3CX call queue feature give you more than 10 type of polling strategies. Different business have different type of a ring group.
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