As you might know, 3CX will set a call as abandoned if the caller leaves one Queue and goes to another Queue.
Our philosophy is to track a call as it arrives at the Phone system until the call has been handled, as one call, that means we will NOT treat a call as abandoned, before it actually is hung up, or ends in eg. a voicemail.
However, we have made a functionality, so you can get the abandoned calls threaded as in 3CX – if you when running a Queue Report, select “Ignore Queue Redirect”. This will give you the abandoned calls as they appear in 3CX.
A customer was pulling monthly call data for an agent in the 3CX agent report, to be used for bonus calculations. This report shows calls that the agent hasn’t been a part of, it turned out that because the Agent was part of a Queue but didn’t pick up the Queue call, he still got credit for the call and got the bonus for this call.
Have a look:
In 3CX we search for a specific extension 3389:
In the search result, we see that the below call, however, this call doesn’t include Agent 3389
So, if we are just looking for the totals, then the Agent gets credit for a call he was never a part of.
The reason seems to be that 3CX looks after who is in the Queue and ready to handle the call, and therefore accidentally lists Agents that wasn’t part of the said call.
In JEDWare we have therefore added a selection in the advanced settings for Agent Specific Reports (called Agent-Specific Data), where, if selected we only calculate the accurate time the Agent was part of the calls, we will explain below:
If you select the Agent Specific Data, the report only counts the duration of time that the agent has been participating in a call, and counts each time that the agent has participated in a call.
If this option is left unchecked, the agent will be credited with the full duration of any call that the agent was part of, regardless of how long the agent actually spent in the call (this way is the 3CX Standard).
An agent receives a call, speaks with the customer for one minute, and then forwards the customer to another agent, who speaks with the customer for an additional 30 minutes.
If this option (Agent Specific Data) is on, the first agent will only be counted as having participated for one minute.
If this option (Agent Specific Data) is off, the first agent will be counted as having participated for the full duration of 31 minutes (this is the 3CX Standard).
Additionally, the agent will be counted as having participated in any call where the agent was part of the call flow, regardless of whether the agent actually answered the call.
A queue receives a call, and the first agent does not pick up the phone. The call is then picked up by another agent in the same queue.
If this option (Agent Specific Data) is on, only the second agent is counted as having participated in the call.
If this option (Agent Specific Data) is off, both the first and second agent will be counted as having participated in the call (this is the 3CX Standard).
You can select to always have the Agent Specific Data as a standard, by selecting this in the setting on the Admin settings –> General page
Set the Report Default, to use agent Specific data, go to Admin Settings -> GENERAL, Scroll down and select the “Use Agent Specific Data”
Remember to click Save when you have selected the tick box.
Find more Reports info in the posts below