- #Call queue 3cx for free#
- #Call queue 3cx how to#
- #Call queue 3cx plus#
- #Call queue 3cx professional#
The distribution includes the queue calls unless the ‘include Queue call’ option is not checked. Call Distribution: The call distribution graph helps to display the calls made to and from the gateways, bridges, and trunks.
#Call queue 3cx how to#
Related Read & Video Guide: How to Create Call Reports in 3CX Management ConsoleĤ. You can schedule reports, you can include the calls, or you can exclude the internal/external calls as per requirements. The stats also separate the inbound and outbound calls as well as the total combined calls. Extension statistic report: This report helps to show the answered/ unanswered calls for different extension ranges. The report also breaks this down by using the agent extension number so that you would know which agents are working and which need improvements.ģ. The statistics show the number of terms you add during report scheduling. Ring Group Statistics: The ring group statistics also show the number of answered and received calls for one or various multiple ring groups. This reporting system also includes the queue calls and also shows the internal calls with the ‘include internal calls’ option.Ģ. User Activity: This ‘User Activity Graph’ helps to show the progress and activity or the extension so that the manager can identify the busiest period of the day, month, and year. Let’s discuss the purpose of each report and the parameters that’ll help you know more about the benefits: Part 1: Agent Performance Reportsġ.
Filtered like they can be pulled from call logs that are even a month old.Reports are easily available when you want, or you can schedule them as per your customer’s needs.
#Call queue 3cx professional#
3CX professional and enterprise-level come with more than 20 reports to help your clients keep these priorities on track. If not, I'm almost debating on having it so that when a user presses 1 for Sales for example, it just sends it to an external DID where I can use 3CX or something again instead or via Direct Routing even though that's clunky.Customer satisfaction and agent productivity are top priorities when you are running a call center.
#Call queue 3cx for free#
Some solutions were $75 USD a user a month, which is more than I pay for all of Microsoft 365 and Teams Phone for a user, so it's hard to justify.Īre there any 3rd party add ons that are a bit better but that won't break the bank? Not looking for free or trying to be cheap, it's just hard to justify based on our usage. It's very minimal, but when we do get one we like to see details on it. I know there's several 3rd party add-ons, but our biggest issue is that we might get 1 call a day if that. I'm an admin so I don't take calls, yet if I go into any Teams channel for a queue it's completely empty and shows nothing, making that also useless. That only shows calls the user answered, and not ALL queue calls. We use the option where we assign a Teams channel as the queue to make it appear in Teams, but even that is useless.
No one has any way of telling if someone is in a queue or on hold or anything. The built in reports seem bad, and everyone says use Power BI but that's so clunky just to be able to quickly log in and see "did anyone from the team answer that call or was it abandoned, and who answered it."Ĥ) Our biggest issue is the lack of visibility into anything. We used to use 3CX and had a whole switchboard app that would let you see the callers waiting in the queue, how long, who is available, who answered a call, who is talking, etc.ģ) Even when a call ends, it's really difficult to view details on it.
#Call queue 3cx plus#
Presence is always slow, so you can't trust the red icon or "In a call", plus it doesn't even say if it's "In a queue call" vs just a direct call making it not helpful. He will message that someone is on hold or looking for someone else, and everyone is always surprised as most times it just doesn't ring anyone.Ģ) Whenever it does ring everyone, if you miss the "Call answered by John Smith" in the notification, there's absolutely no way to know if someone got the call or is on it. 80% of the time when someone calls the queue, it only rings one user from my staff. I have presence based routing turned off. There's a few issues that we have that from what I understand, can only be solved with 3rd party add-ons:ġ) I have it set to do the attended routing I believe it is, where it should ring all members of the queue. It works great and we love it, but when it comes to call queues we are really struggling. We are a small business with 10 users and use Teams Phone with Operator Connect.
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