Scheduled 3CX Queue - Per Day Report to PDF and e-Mail

News from JEDWare Integration 

JEDWare´s 3CX QUEUE – Per Day Report delivered by PDF

For Call centers, this report is a must-have. This Call-center Queue Per Day Report shows the total Calls per Day in the selected period, typically you will run a Monthly report, for your invoicing to your inbound customer, containing the queues that are relevant for this partickular customer.

The PDF end result for a Queue Per Day Report will look similar to the one below and only include days where you had calls.

The report contains:
Date, Inbound Calls, Answered Calls in Queue, Lost Calls, DINA, Total Talk Time, Answer %, Lost under, Lost Over, Average Duration & Service Level.

How to set up a Queue – Per Day Report in PDF Format.

In the JEDWare left menu, click Report -> Scheduled tasks, and click on the top menu PDF GENERATION

Select the Queue – Per Day Template

We do offer templates for:

  • Agent Report
  • Group Report
  • Queue Report
  • Queue – Per Day Report
  • All Calls Report
  • Company Total Report

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

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

As a start, select the Queues you want to include in this report by typing in the System number, or name for the queue, remember to click on the queue you want to add. You will also be able to select IVRs in this report. See more below the picture.

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.:

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).

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:

You can select Daily, Weekly, and Monthly

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