Scheduled 3CX Queue report to PDF and e-mail

JEDWare´s 3CX Queue report delivered by PDF

Optimize Call Handling with JEDWare Queue Report

Get a detailed overview of your inbound call queues, including wait times, answered calls, lost calls, and service levels.
The JEDWare Queue Report helps you monitor performance, improve response times, and ensure customers get the service they expect.

Stay in control, reduce wait times, boost efficiency, and enhance customer satisfaction!

The PDF end result for a Queue Report will look similar to the one below.

The report contains:

Agent ext, Name, Calls, Wait Time, AWT, Ans in Q, Avg. talk, Lost, Polls, Lost / Under, Lost / Over, DINA, Ans %, Lost %, SLA, Service Level

What you get: an example of the finished PDF report.

Set up the report

In the left menu, open Report and click Scheduled tasks.
Choose the PDF Generation tab and click Create PDF in the top right.
Pick Queue report from the template list.

The report settings open. Everything for this report is on one page:

1. Who or what the report covers

Type in the queues you want in the report, or select ALL queues.

2. File settings

Report name: your own name for the task. It is shown in the task list and used as the file name.
Interval: how often the report runs. Hourly, Daily, Weekly or Monthly. Weekly and Monthly ask for the day of generation.
Data range: which period the report covers, for example Yesterday for a daily report, or a custom range of days.
Time of generation: the time of day the report is created. Pick a quiet time for the heavy ones; the report asks your 3CX for fresh data when it runs.
Date format and Timezone: 24-hour or AM/PM, and the timezone the times in the report should be shown in. Useful when the 3CX server and the reader sit in different countries.
Email: the PDF is sent to one or more addresses (separate several with a comma). A green check mark confirms a valid address.

3. Included in the report

Tick the call types and columns you want. Everything is included by default; untick what you do not need.

4. Weekdays

Only calls on the ticked weekdays count. Untick Saturday and Sunday for a working-week report.

5. Excluded from the report

Leave out calls that were dropped within a few seconds, calls with a very short talk time, calls outside the hours you specify, or the text header of the file. Use agent-specific data makes the numbers reflect the agent who actually handled the call; see JEDWare philosophy for 3CX reporting.

6. Create

Click Create. The task appears in the list and runs at the next time of generation.

After you click Create

The task list shows every scheduled PDF report. From here you can:

Enable or disable a task with the checkbox, without deleting it.
Edit a task by clicking its row.
Delete a task.
Run now: creates the report immediately, so you can check the settings before you trust them with a schedule.

The PDF arrives by email as soon as it has been created.