Custom Reporting Samples

Being able to customize your call center reports according to your business needs is vital. Not all businesses have the same setup, teams or objectives. Below are some samples of how Mr. VoIP’s report customization tool can do this for you.  

Agents Overview

Name Ext Assigned Queue Current Status Current Status Duration Outbound Calls Avg. Outbound Time ACD Calls Avg Talk
Total 9 9 9 9 53 0:00:00 0:00:00 0:00:00
Agent 1 83321 Q1 Email 0:00 7 0:00:00 0:00:00 0:00:00
Agent 2 83511 Q3 & Q2 Training 0:00 3 0:00:00 0:00:00 0:00:00
Agent 3 83421 Q1 On Call 0:00 3 0:00:00 0:00:00 0:00:00
Agent 4 83319 Q1 On Call 0:00 4 0:00:00 0:00:00 0:00:00

3CX Agent Reporting Fields

Below you can see the basic agent reporting fields required in historical and in real-time. The highlighted parameters are missing from the 3CX report. Without those fields, monitoring/measuring the agent’s Productivity, Occupancy, utilization is not feasible. 

The alternative would be to track the information manually in an excel, which is time consuming, counterproductive and inaccurate. 

Agent - Calculation / Definitions

Field Name Display Format Calculation / Definitions
Agent Name Text Report Data Date
Agent ID Numeric ID of the Agent based on System
Ans. Calls Numeric Total Calls Answered
Total Talk Time [hh:mm:ss] Total Talk Time
Total ACW Time [hh:mm:ss] Total Wrap Time
Ext In Calls Numeric Total calls answered with in call center Extensions
Total Ext In Time [hh:mm:ss] Total Time Spend with in call center Extensions answered calls
Ext Out Calls Numeric Total with in call center Extensions out Calls
Total Ext Out Time [hh:mm:ss] Total Time Spend with in call center Extensions out calls
OB Calls Numeric Total Number of Outbound Calls
Total OB Time [hh:mm:ss] Total time of (OB Talk Time + OB Hold Time + OB ACW Time)
Total Availbale Time [hh:mm:ss] Total time of an agent
AUX Time [hh:mm:ss] Total time spent on AUX by each agent
Break Down of each AUX Time [hh:mm:ss] Total time spent on each AUX code, by each agent and by day
Staffed Time [hh:mm:ss] Log-in time spent on an ID, irrespective of multiple log-ins

The below parameters are required in an individual call activity report. The highlighted parameters are missing from the 3CX reporting. With those missing fields, call analysis and evaluation are not feasible. 

Call by Call Inbound -Calculation / Definitions

Field Name Display Format Calculation / Definitions
Call ID Numeric Unique ID Tagged to each all
Date [DD/MM/YYYY] Report Data date
Start Time [hh:mm:ss] Start time of this call/even
End Time [hh:mm:ss] End time of this call/even
Calling Party Numeric CLI
Disposition Time [hh:mm:ss] Event Time
QUEUE Alphabetic The Queue name, which caller opted in IVR
Transferred to Queue Alphabetic Whether the call was transferred from IVR to Agent (Y / N)
Transferred to Agent Alphabetic Whether the call was transferred from Queue to Agent (Y / N)
Call Status Alphabetic Whether the call was answered, abandoned or disconnected (Ans. / Abn. /Disc.)
Agent ID Numeric An Specific ID of that agent who attended the call
Agent Status Alphabetic what was the status of agent at this instance
Talk Time [hh:mm:ss] Only Talk Time of that call(inbound or outbound)
ACW Time [hh:mm:ss] Only Wrap Time associated or not associated to call
Trans Out Alphabetic Whether the call was transferred (Y / N)
Transfer Out Number Numeric If the call was transferred, what was the number dialled to transfer
Release Alphabetic Whether the agent released the call(Y / N)

The table below indicates the basic outbound reporting parameters. The highlighted parameters are missing form 3CX. Without those fields, monitoring/measuring the outbound activity is not feasible. 

The alternative would be to track the information manually, which is time consuming and may lead to inaccuracy. 

Calculation / Definitions

Measurement Type Display Format Description
Outbound Calls Numeric Number of Outbound Calls
Total OB Talk Time [hh:mm:ss] Total Outbound Talk time
Total OB Wrap Time [mm:ss] Total Outbound Wrap time
Total OB Hold Time [mm:ss] Total Outbound Hold time
Average ACW Handle Time [mm:ss] ACW Time divided by ACW Calls
Average Outbound Time [mm:ss] Outbound Time divided by Outbound Calls
Ext In Calls Numeric Calls answered with in call center Extensions
Avg Ext In Time [mm:ss] Average Time spend on answered calls with in call center Extensions
Avg OB Time [mm:ss] (Wrap Time + Talk Time + Hold Time) divided by total of Outbound Calls
Staffed Time [h:mm:ss] Log-in time of an ID, irrespective of multiple log-ins
Ext Out Calls Numeric Total Calls dialled out from extensions(included all dialled numbers)

Mr. VoIP’s Custom Call Reporting

Below you can see how Mr. VoIP’s custom call reporting tool can include all the missing parameters shown above and allow you to retrieve thorough, accurate and real-time call reports. 

Get the best solution for YOUR Call Center