For Callcenters, this report is a must have. This Call-center Queue Report is split up into 2 “sections”. The first Headline (in bold) contains the totals for the Call Queue itself, and the following lines give you an overview of the Agent performance in this specific Call Queue.
The PDF end result for a Queue Report will look similar to the one below.
For the Queue, you will find:
* See below how to change the “Lost Calls under value” & “Lost Calls over value”.
** The Service level is calculated by: Answered / (Calls – Lost calls Under Value) * 100
Below the Queue, you see the Agents in this Queue, and their Performance
And finally, at the bottom of the Report, you find the overall totals for all selected Queues.
If you are looking for Scheduled CSV Reports please have a look here
To continue to setup your Queue PDF Reports, please click on the menu PDF GENERATION
-and select the Queue Report template from the PDF Report templates in the list.
Type in and select, – you can select All Queues
Select the specific settings for your Report selection, eg. only lost Inbound Calls, or as in the selection below, all calls and all days.:
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).
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
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
Please select 24 Hours, or AM/PM Time / Date format.
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.
Select between Landscape and Portrait
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.
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.
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
Scheduled 3CX Queue – Per Day Report to PDF and e-Mail News from JEDWare Integration 188.8.131.52 JEDWare´s 3CX QUEUE –