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Scheduled 3CX Queue Report to PDF and e-Mail

JEDWare´s 3CX QUEUE Report delivered by PDF

For Callcenters, this report is a must have. This Call-center Queue Report is split up into 2 “sections”. The first Headline (in bold) contains the totals for the Call Queue itself, and the following lines give you an overview of the Agent performance in this specific Call Queue.

The PDF end result for a Queue Report will look similar to the one below. 

PDF Result of a Queue Report, with 2 Queues

The explanation for the figures in this 3CX CallCenter Queue(s) report:

For the Queue, you will find:

  • Queue System Extension,
  • Queue Name,
  • Total Calls to this Queue,
  • Wait time in Total for all calls,
  • Average Wait time (AWT) for the Calls in the Queue,
  • Answered Calls in the Queue,
  • Talktime for the Queue,
  • Average Talktime for the Queue,
  • Lost calls in the Queue,
  • Polls, (Headline that is used for the Agent Polls in this Queue)
  • Lost Calls – Under Value*,
  • Lost CAlls – Over Value*,
  • DINA (Calls that went to Destination if no answer from the Queue),
  • Answer Percentage %,
  • Lost Percentage %,
  • SLA Time Reached,
  • Service Level**

* See below how to change the “Lost Calls under value” & “Lost Calls over value”.

** The Service level is calculated by: Answered / (Calls – Lost calls Under Value) * 100

Agent performance for this Queue

Below the Queue, you see the Agents in this Queue, and their Performance

  • Agent Extension,
  • Agent Name
  • Answered Calls in the Queue,
  • Talktime for the Queue,
  • Average Talktime for the Queue,
  • Lost calls in the Queue,
  • Polls to the Agents from this Queue

And finally, at the bottom of the Report, you find the overall totals for all selected Queues.

How to set up a Queue Report, to be sendt by e-mail?

You find the Scheduled Tasks from the menu: Reports -> Task. Here you will see our menu headlines, CSV GENERATION, and PDF GENERATION, please click on the PDF GENERATION

This guideline will work you through the PDF Generation for an Queue Report step by step.

If you are looking for Scheduled CSV Reports please have a look here 

To continue to setup your Queue PDF Reports, please click on the menu PDF GENERATION

Click on the Create Button

JEDWare Standard Create Button

-and select the Queue Report template from the PDF Report templates in the list.

Click OK, and we are ready to set up the Queue Report

Report setting Overview page for Scheduled Queue PDF Reports.

1.) Select the Queues you want in this report (1)

Type in and select, – you can select All Queues

Type in and Select the right Queues or IVR to the Queue selection.
Overview of selected Queue / IVR System number(s) that are added to this selection box.

2.) Include in the report, Call types and weekdays (2).

Select the specific settings for your Report selection, eg. only lost Inbound Calls, or as in the selection below, all calls and all days.:

Includes possible in the Queue Report

3.) You can use our Exclude settings, (3).

Use exclusions, if you don’t want to report calls shorter than xx seconds, or perhaps Calls with a Talktime shorter than xx Seconds.

Another thing to note is the ability to Report calls only that have reached the SLA Breach time.

And finally, we have the Ignore Queue Redirect. As a Standard in JEDWare, we see a call from it arrive in the phone system, and until the call ate handled, or lost.

If you set this checkmark, you will show calls lost in each queue as lost, even if the call was handled in a later queue (This is the 3CX Standard way to show Abandoned calls).

Exclude settings from JEDWare Queue Reports

4.) Name and schedule the PDF report, (4).

4a.) Name the report

4b.) Lost Call Threshold (seconds)

Here you can change the seconds used for the Lost over and Lost under calculations.

The ‘LostCallThreshold’ field divides lost calls into two categories: ‘Lost Under’ and ‘Lost Over’. It helps differentiate calls that were lost within a specific time threshold (typically 30 seconds) from those lost beyond that threshold. This field is used to calculate the service level, as calls falling under this threshold are ignored in the calculations. Its purpose is to facilitate the analysis of call performance and ensure accurate measurements of service quality

4c.) Select the Interval for this Report generation:

4d.) Select the Range of this report,

If you selected Daily In the above Interval, you can now select Today or Yesterday

If you selected Weekly, you now have to select a day for this Report generation

If you selected Monthly you will have to select First or Last day of the Month for this report generation

4e.) Now set a Time for your Report Generation

4f.) Select the Date format,

Please select 24 Hours, or AM/PM Time / Date format.

4g.) Select your timezone

This can be handy if the server is split between different Countries and this report is to be used at a specific timezone. Eg. the Server is placed in Norway, but the user that needs the report is placed in the US, here you can select a US TimeZone, and the report will use the US local timezone for the creation of this Report.

4h.) Select the paper direction of the PDF File,

Select between Landscape and Portrait

4i.) Type in the e-Mail of the receiver of this report

Type in the e-mail to which this report is attended, and you can add one or several e-mails for this report (For several, please divide by a comma) We look out for if the email address looks correct and give it a Green Checkmark if it does.

5.) The Help Botton leads you to this document (5).

JEDWare Standard Help Button

6.) At last, remember to click the Create Button (6)

JEDWare Standard Create Button

Your automatic PDF generation is now scheduled to run. and the report will be e-mailed to you as soon as it has been created.

7.) If you are editing an existing report and regret, please press the Cancel button (7)

JEDWare standard RED Cancel button

 

8.) Overview of your Scheduled Reports

In the Tasks, you will find your Scheduled Reports. From here you can Enable / Disable the Schedule, you can edit the Scheduled Report, you can Delete your Schedules Report, and you are able to Run the report “right now”, to check out if your report settings are as expected.

9. Happy Reporting:-) 

Find more info for Scheduled PDF Reports in the posts below

Contact:

JED IT- & Teleservice ApS

Bogensevej 90, DK-5270 Odense N, Denmark

VAT: DK-35653821

Phone +45 70 222 084

e-Mail: [email protected]

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