JEDWare philosophy for our 3CX reporting
JEDWare Philosophy for 3CX Reporting JEDWare Reporting for 3CX 3CX provides built-in reporting that works well for many customers, but
3CX provides built-in reporting that works well for many customers, but not all. To address this, we developed the JEDWare Reporting Tool for 3CX.
JEDWare is created and maintained by our dedicated team of developers in Denmark. It leverages raw call data from 3CX, including data accessed through the 3CX API, to provide enhanced reporting capabilities.
While 3CX provides built-in reports, they follow their own rules that may not always align with business needs. For example:
At JEDWare, we only use raw 3CX call data (via the 3CX API) and never modify the database. However, we apply different logic when calculating and presenting reports to provide a more realistic and fair view of call activity.
With JEDWare´s 3CX Reporting, you can choose how call data is calculated to best suit your business. Features like Agent-Specific Data allow for a more precise measurement of agent performance, ensuring that reports reflect actual participation rather than system assumptions.
Our goal is to provide clear, accurate, and meaningful reports that help businesses make informed decisions based on real data.
3CX has its own method for generating and presenting reports, and many of them are excellent. However, in JEDWare, we take a different approach to reporting. Our focus is on accuracy and making it easy for users to find the data they need.
In JEDWare, we’ve introduced an option in Agent-Specific Reports called “Agent-Specific Data”. If selected, this ensures that we only calculate the exact time an agent was actively involved in a call. We’ll explain this in more detail below.
Understanding Abandoned Calls
We have a different approach to tracking abandoned calls compared to 3CX.
In 3CX, a call is marked as abandoned if the caller leaves one queue and enters another.
Our system, however, tracks a call from the moment it enters the phone system until it is fully handled—meaning we do not classify a call as abandoned unless it is actually hung up or ends in voicemail.
That said, we have added a feature that allows you to view abandoned calls the same way 3CX does. When running a Queue Report, in “Show Advanced Settings”, you can select “Ignore Queue Redirect” to display abandoned calls as they appear in 3CX.
Our approach to crediting agents for calls in queues differs from 3CX.
For example, a customer was using the 3CX Agent Report to pull monthly call data for bonus calculations. However, they discovered that agents were receiving credit for calls they never actually handled.
In 3CX, if an agent is part of a queue but does not pick up a queue call, they may still receive credit for it in reports—potentially leading to inaccurate bonus payouts.
In 3CX, when searching for a specific extension (e.g., 3389), calls may appear in the agent’s report even if they were never answered by that agent.
JEDWare ensures that agents are only credited for the calls they actively participated in, providing a more accurate representation of their performance.
The search results show a call listed under Agent 3389, but in reality, this call does not include Agent 3389.
If we only look at the totals, the agent still receives credit for a call they were never part of.
This happens because 3CX tracks which agents are in the queue and ready to handle calls, sometimes mistakenly listing agents who were not actually involved in the call.
In JEDWare, we have added an option in the Advanced Settings for Agent-Specific Reports (called Agent-Specific Data). When selected, this ensures that we only calculate the exact time the agent was actively involved in calls. We’ll explain this further below.
When Agent-Specific Data is selected, the report calculates only the actual time an agent was actively participating in a call. It also counts each instance where the agent was directly involved in a call.
If this option is not selected, the agent is credited with the full duration of any call they were part of, regardless of how long they actually spent in the conversation. This follows the 3CX Standard reporting method.
You can set Agent-Specific Data as the default reporting method by enabling it in Admin Settings → General.
To ensure that reports always use Agent-Specific Data by default, follow these steps:
This setting ensures that all reports will automatically calculate call participation based on the actual time an agent was actively involved in a call.
Find more Reports info in the posts below
JEDWare Philosophy for 3CX Reporting JEDWare Reporting for 3CX 3CX provides built-in reporting that works well for many customers, but
Limits and TIP for our Reports Limits of Reporting 3CX V18.x limit in Reports is 20.000 Rows (Calls), in the
How to use our JEDWare Reporting tool The Report menu is divided into three sub-menus; Daily Overview, Advanced Search, and
Report type: Daily Overview Daily Overview – In the Daily Overview, you will find a summary of today’s calls. This can
Report type: Advanced Search Report Advanced search allows you to search more specific and provides more detailed reports. Search in
Report type: AGENT Search First, make sure you have selected AGENT in the top menu. Type in one or more
Report type: AGENT STATUS Search First, make sure to select Agent status in the top menu. Now you can choose if you
Report type: QUEUE/IVR Search Report for QUEUE´s & IVR´s First, make sure to select Queue/IVR in the top menu. Type in
Report type: GROUP Search First, make sure to select Group in the top menu. Groups are created in 3CX under Users ->
Report type: FREE SEARCH This tool allows you to search for specific numbers and/or names with a free-text search. This
Contact:
JED IT- & Teleservice ApS
Bogensevej 90, DK-5270 Odense N, Denmark
VAT: DK-35653821
Phone +45 70 222 084
e-Mail: [email protected]