In today's fast-paced business environment, it's more important than ever to have real-time insights into the performance of your call center. The 3CX phone system, when integrated with Power BI, provides a powerful tool for creating detailed, customisable reports that can give you a clear picture of how your call centre is operating.
3CX is a highly flexible cloud PBX that can be hosted in various public clouds. Phone system management can be done through the web browser and calls made through a desktop applications or browser plugin.
One of the biggest challenges our clients face with 3CX phone system is developing bespoke dashboards and call center reports as accessing 3CX database directly may violate any support agreements.
Are you looking for a way to gain deeper insights into your 3CX phone system data without violating your support agreements?
Our consultancy offers a solution that allows you to extract the data you need without directly accessing the 3CX database.
Our 3CX data extractor is designed to provide you with sufficient data for reporting and dashboarding, without compromising your support agreements with 3CX. With this tool, you can monitor key performance indicators (KPIs) in real-time, identify trends and patterns in historical data, and make data-driven decisions to improve the performance of your call center.
Our consultancy also offers services to help you make the most of the extracted data. We can provide training and support on how to use popular BI and dashboarding tools like PowerBI, Tableau, and Grafana, to create custom dashboards and reports tailored to your specific needs.
We understand the challenges of working with a 3CX phone system, which is why we are dedicated to providing you with the necessary tools and expertise to make data-driven decisions. Contact us today to learn more about how we can help you unlock the full potential of your data.
Call center dashbaord vs reporting
Call center dashboards and reporting are both tools used to monitor and analyze call center performance, but they serve different purposes and have different features.
A call center dashboard is a real-time display of key performance indicators (KPIs) that provide a quick overview of the call center's performance. These KPIs can include metrics like call volume, wait times, agent availability, and customer satisfaction. Dashboards are typically interactive and allow users to drill down into specific data points for more detailed analysis.
Reporting, on the other hand, is a more in-depth analysis of call center performance, typically done on a regular basis (daily, weekly, monthly, etc.). Reports can include historical data and can be used to identify trends and patterns over time. Reports are often used to identify areas for improvement and to measure the effectiveness of changes made to the call center. Reports can be in various format like excel, pdf or any other.
Most commont 3CX call center reports
- Call Volume Report: This report provides an overview of the number of calls received, answered, and missed by the call center. It can also include information on the average duration of calls and the number of calls handled by each agent.
- Agent Performance Report: This report provides detailed information on the performance of individual agents, including metrics like call volume, talk time, average handle time, and customer satisfaction.
- Abandoned Calls Report: This report provides information on the number of calls that were abandoned by customers due to long wait times or other reasons.
- Queue Times Report: This report provides information on the average wait time for customers in the call queue and the number of calls that were answered within a certain time frame.
- IVR Report: This report provides information on the number of calls that were directed to an IVR and the number of calls that were transferred to an agent.
- Call Disposition Report: This report provides information on the outcome of each call, such as whether it was resolved, transferred, or escalated.
- Call-Source Report: This report provides information on the source of each call, such as whether it was an inbound call, outbound call, or transferred call.
- Call-by-day report: This report provides information on the number of calls received, answered, and missed by the call center on a daily basis.
- Agent-by-day report: This report provides information on the performance of individual agents on a daily basis.
We will store the call history for you
Our bespoke API export tool will collect the data from your 3CX phone server and store it in our database. We will provide you with an access to the database through a dedicated portal where you will find your reports, dashboards and alerts. We also provide a direct access to a database in case your business already uses tools like PowerBi, Grafana or SSRS.
Reporting & Dashboards
Depending on your business requirements, we will build presonalised reports for you and present them to you in our portal. Similarly to reports, we create dashboards for based on your needs. No technical knowledge is required!
- Calls by source
- Extensions report
- Average Queue wait time
- Calls answered and unanswered per Queue
- Agents time in status
Are you looking to optimize your call center operations and improve the customer experience?
Our consultancy offers expert call flow development services for 3CX. Our services include:
- Contacts database lookups and connections to ensure your agents have the information they need to handle calls efficiently
- Speech-to-text integration to make it easier for customers to interact with your IVR system
- External API connections to integrate with other systems and automate processes
- Easy-to-manage web application for announcements and custom call routing
- Automatic call distribution to ensure calls are routed to the next available agent
- Interactive Voice Response (IVR) systems to reduce the need for human operators
- Call scripting to ensure consistent and efficient interactions with customers
- Call recording and monitoring to evaluate agent performance and identify areas for improvement
- Reporting and analytics to track key performance indicators (KPIs) and make data-driven decisions to improve call center performance.
Our team of experts will work with you to understand your specific needs and develop a customized call flow that improves your call center operations and enhances the customer experience. Contact us today to learn more about how we can help your business.
Get notified
Action on the data by using our alerting system. We can notify you in Microsoft Teams, email, SMS or slack on events like
- Call waiting for more than 2min
- Extensions not logged into a queue
- Extensions on wrap or breaks for longer than 30 min
Book 30-min free consultation with one of our consultants.