Affixing a project to a partner and new 3CX call center reports

Affixing a 3CX project to a partner

Today we will talk about, at first glance, a minor, non-technical, but important issue that integrators of our system overlook.

Starting from 3CX v15, we provide an opportunity for the integrator to secure a specific installation of 3CX, and both already completed, and the current, and even the future! In other words, “protect the project”. Assigning a user to a project partner has several important advantages:

• Automatic crediting of partner points to a partner account: this will allow you to quickly move to the next level of discounts.
  
• Free technical support for users assigned to you: soon the provision of support to the partner (on behalf of and on the user's question) will be tied to the license key of the installation.
  
• Key information about the installed 3CX client systems in your partner portal: free disk space on the server, number of users of the system, warning about weak passwords, time to create the last backup, renewal / annual license subscription validity period, call quality control (added).
  
• Further maintenance of the system: renewal of a subscription to an update or expansion of the 3CX edition with one click - and only by you! Please note that users who are not tied to a partner account can purchase system updates directly from 3CX.
  

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In order to link the installation with your partner account, specify your partner ID during installation. This can also be done from the 3CX control interface. Partner ID is located in the upper right corner of the 3CX partner portal ).

Linking from 3CX interface

If 3CX is already installed, on the Home page, in the Information section, notice the Partner line (Reseller). If this installation is not tied to a partner, next you will see the record Not Linked - Link (Not Linked - Link). Click on the green box and enter your partner ID.

Binding during installation

In this case, you must specify the partner ID at the stage of entering the license registration parameters in the Registration Details window.

Linking potential users

If you get potential users (leads) from your site, e-mail newsletters or just tell them about the system, in this case it is worth linking such users with a partner account. To do this, provide them with a personalized download link that includes your partner ID:

• PBX Express installation: https://pbxexpress.3cx.com/?resellerId=[ID]
  
• Normal download: https://www.3cx.ru/ip-pbx/download-atc/?resellerId=[ID]
  

Whenever a user gets a system by reference, he is attached to you, and this project is “protected.”

New 3CX Call Center Reports

In the second part of the article, we’ll talk about new call center reports that will help the company's head or supervisor visualize important statistics. This information is used to improve the quality of the call center as a whole.

In 3CX V15.5 SP1, we added 4 new reports:

• Call Distribution
  
• Average Client Waiting Time in a Call Queue (Average Queue Waiting Time)
  
• Operator Activity by Time (User Activity)
  
• Answered / Unanswered Calls in the Queue Answered / Unanswered Calls
  

Please note that reports are only available in 3CX V15.5 SP1 PRO and ENT editions.
To generate reports, in the 3CX management interface, go to the Reports section and click the Add button. New reports are in the Advanced Reports section. In any report, there are several general parameters: generation frequency, time range, PDF, HTML, or CSV report format, and others.

After the report is generated, you will receive an e-mail with a link to download the report file in the appropriate format. You can also view the report directly from the Reports section of the 3CX interface after this report is ready. Consider the reports in more detail.

Bar Chart Timed Call Distribution

The histogram shows the number of calls that have passed through trunks, gateways, and 3CX interoffice bridges. By default, the report includes calls in the Queues (unless the corresponding option is disabled). Also included are calls made to Call Groups, and internal calls (if the report option Enable Internal Calls is set ).

Graph Average subscriber (client) waiting time in the call queue

The report is a graph with a frequency curve. It reflects the subscriber ’s average waiting time before the operator answers (sec.) And the average waiting time before the subscriber hangs up (sec.) . A report can be generated for the specified Queue or all Queues.

Histogram User actions (Operator activity) by time

The graph shows the activity of the 3CX user (call center operator) over time, and, accordingly, relative progress. The manager sees which period of the day, month, or year was the most active. The report includes calls in Queues and internal calls (if the corresponding option is set).

Histogram Answered / Unanswered Calls Time Queues

Call activity schedule in all or selected Time Queues and relative progress. The report includes calls answered and unanswered by all operators of this Queue.