Custom Reporting

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Get helpful reports to drive accountability and track ROI benefits with MRVOIP custom reporting that caters just the right metrics at the right time providing global visibility of the environment of your organisation is currently in.

Custom reporting will always ensure your organisation is best using the scarce time of your agents and consumers while measuring scheduled adherence. This reporting metrics can help you make sure your company’s time is being effectively used while enhancing workplace productivity and the overall customer experience.

It’s very easy to visualize the full adoption of your organisation’s performance when you have access to real time report modules that comes with advanced search criteria that can be obtained on weekly or monthly basis.

In order to truly benefit from custom reporting, MRVOIP listens to your requirements closely and begins to personalize the reports to meet the standards you want. As there is no one size fits all answer, MRVOIP custom reporting categorizes the reports to meet the best practice standards defined by industry experts.

Talk to us today to find out more..

Looking for an easy and effective way to review your call logs and generate call reports? Perhaps Mrvoip can help you. Our custom reporting solution provides in-depth data on your inbound and outbound calls and generates reports from 3CX and CRM. You can filter out specific calls from your call log and analyze them with the help of our custom reporting solution.

We send out call reports on an ad-hoc basis or schedule them on specific days of the week. You can receive your call reports through email in various formats, such as HTML, PFD, CSV, XML and rich text format. You can use your softphone or VOIP phone to get detailed customized call reports right at your fingertips.

Agents Overview
Name Login ID Ext Assigned Queue Current Status Current Status Duration Outbound Calls Avg. Outbound Time ACD Calls Avg Hold Avg Talk
Total 9 9 9 9 9 53 0:00:00 0:00:00 0:00:00 0:00:00
Agent 1 87314 83321 Q1 Email 0:00 7 0:00:00 0:00:00 0:00:00 0:00:00
Agent 2 87317 83511 Q3 & Q2 Training 0:00 3 0:00:00 0:00:00 0:00:00 0:00:00
Agent 3 87414 83421 Q1 On Call 0:00 3 0:00:00 0:00:00 0:00:00 0:00:00
Agent 4 87324 83319 Q1 On Call 0:00 4 0:00:00 0:00:00 0:00:00 0:00:00
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
Total Hold Time [hh:mm:ss] Total Hold Time
Held Calls Numeric Total answered calls that were placed on hold by this agent
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
  • Above image indicates the basic agent reporting fields required in historical and in real-time.
  • We could not find the parameters highlighted or those are massing in 3CX.
  • Without those fields, monitoring/measuring the agent’s Productivity, Occupancy, utilization is not feasible.
  • Since the above parameters are not availbale, Operations, may loose on agents productivity and adherence.
  • The alternate is to track the information manually in an excel, which is time consuming, waste of productivity may be inaccurate.
Call by Call Inbound -Calcualtion / 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, adandoned or diconnected (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)
Hold Time [hh:mm:ss] Only Hold 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)
Conference Numeric Whether the call was conferanced.
  • The Above listed parameters are required in an individual call activity report.
  • We could not find the parameters highlighted or those are massing in 3CX historical data.
  • Without those missing fields, Call Analysis / Evalution is not feasible, incase of escalations or guest behaviour.

3CX – Outbound Reporting Parameters

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 Hold Handle Time [mm:ss] Total Hold Time divided by Held 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)
  • Above Image indicates the required basic outbound reporting criteria.
  • We could not find the parameters highlighted or those are massing in 3CX.
  • Without those fields, monitoring/measuring the outbound activity is not feasible.
  • With non-accessability of measuring the above KPI’s, operations may loose on agents productivity and adherence
  • The only alternate is to track the information manually, which is time consuming and may lead to inaccuracy.

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