Scheduled Queue Report to CSV upload or e-Mail

JEDWare QUEUE Report

This Report will contain values for Ext, Name, Calls, Wait Time, AWT, Ans in Q, Total Talk Time, Avg. Talk Time, Lost, Polls, Lost Under, Lost Over, DINA, Answer %, Lost %, SLA, Service Level
The CSV end result for a Queue Report will look similar to the one below. 

How to set up a Queue Report in CSV Format.

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

Select the Queue Template

We do offer templates for:

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

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.

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

2.) Include in the report, Call types and weekdays (Selection 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, (Selection 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 it is 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 CSV report, (Selection 4).

Explanations of the file settings

4a.) Name the report

4b.) Select the Interval for this Report generation:

4c.) 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

4d.) Now set a Time for your Report Generation

4e.) Select the Date format, 24 Hours, or AM/PM Time / Date format.

4f.) 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.

4g.) Select the Delivery method of this CSV Report either by e-mail or by File Upload

E-mail is quite simple, 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.

If you select File upload, there are several things you have to have in your mind. We look out for if the path looks correct and give it a Green Checkmark if it does, but we cannot see if the folder actually exists or if the right rights are in place for this destination folder, your 3CX Server have to be able to write in the selected folder.

First, please choose the directory where you want your CSV files to be stored. 

PLEASE NOTE, your 3CX Server has to have access to the folder you chose as the destination folder. We cannot check these rights from JEDWare, so make sure that your 3CX Server has the rights to write in the said folder. 

FORMATS and placement for our saved CSV Reporting files:

Linux: /folder –

Example: if /opt then the file will be found at /opt/callhistory_xx-xx-2023.csv

Windows: Drive:/folder 

Example: if C:/CSVfiles then the file will be found at C:/CSVfiles/callhistory_xx-xx-2023.csv

5.) At last, remember to click the Create Button

Your automatic CSV generation is now scheduled to run. If you chose to save as File on your Harddisk, you will be able to find the CSV files in the directory you have chosen, after the Time of generation, and if you selected to have the report e-mailed to you, it will arrive as soon as it has been created.

6.) 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.

7. Happy Reporting:-)

Find more info for Scheduled Reports in the posts below