3CX has built-in reports that suit many customers, but not all. JEDWare reads the raw 3CX call data through the 3CX API, never writes to the 3CX database, and applies its own rules when it calculates and presents the numbers. That is why a JEDWare report and a 3CX report on the same period can differ. This article explains where and why.
Three principles
- Accuracy: the numbers reflect what actually happened on the call, so bonus calculations, performance reviews and staffing decisions rest on real data.
- Transparency: no hidden assumptions. Every choice we make is explained here and can be switched in the report settings.
- Usability: the report you need should be one search away, with the call flow of every single call one click further.
Abandoned calls
3CX marks a call as abandoned when the caller leaves one queue and enters another, for example through an overflow. JEDWare follows the call from the moment it enters the phone system until it is handled, and only counts it as abandoned when the caller hangs up or ends in voicemail.
Want the 3CX view? In a Queue report, open Show advanced settings and tick Ignore queue redirect. Abandoned calls are then counted the way 3CX counts them.
Which agent gets credit for a call
In 3CX, an agent who is a member of a queue can be credited for a queue call they never answered, because 3CX records which agents were ready in the queue, not only who took the call. One customer found this out while paying bonuses from the monthly 3CX agent report: agents were paid for calls they never handled.
JEDWare credits an agent only for calls they actually participated in.
Agent-specific data
Use agent-specific data, on by default in the advanced settings of a report, decides how call time is counted:
- On: an agent is credited only for the time they were on the call, and only for calls they took part in.
- Off: an agent is credited for the full duration of every call they were part of, the 3CX way.
Example 1, call duration. An agent talks to a customer for one minute and transfers the call to a colleague, who talks for 30 minutes. On: the first agent gets one minute. Off: the first agent gets 31 minutes.
Example 2, queue calls. A call enters a queue, the first agent does not pick up and a second agent answers. On: only the second agent is credited. Off: both agents are credited.
Agent-specific data is on by default. Untick Use agent-specific data under the advanced settings in Advanced search to count a single report the 3CX way.