The Agent tab reports on one or more extensions: how many calls they handled, answered and lost, inbound and outbound, and how long they talked.
- Open Report, Advanced search and make sure Agent is selected in the tab strip.
- Type in one or more extensions or names, or ALL for every extension.
- Set the date, the interval and, if you like, a period to compare against. Open the advanced settings to include or exclude call types, weekdays and short calls.
- Click Search.
The result
The tiles show total, inbound, outbound and internal calls and the calls lost for the period, with talk time under each. Per agent splits the tiles into one row per extension. Below, the interval table has one row per interval; click a row to see the calls behind it.
Click a call to open its call flow with every step of the call and the time spent there.
Tip: Use agent-specific data, on by default in the advanced settings, makes the numbers follow the agent who actually handled a call, which matters when a bonus or a staffing decision depends on the report. See JEDWare philosophy for 3CX reporting.
For the overview of the JEDWare 3CX reporting tools, from the Daily overview to scheduled PDF and CSV reports, see the feature page.