Call Center Dashboards Fully Supports 3CX V18 and V20

Your reports, dashboards, wallboards, and exports work across V18, V20, and the V20 database change - with historical data kept intact

 

If you run 3CX, you should not have to wonder whether your reporting platform will keep up when 3CX changes versions. Call Center Dashboards is built exclusively for 3CX, and compatibility is something we treat as a core product requirement - not an afterthought.

This is a clear statement for partners and customers: Call Center Dashboards supports 3CX Version 18 and Version 20.

All of our functionality - live dashboards, historical reports, wallboards, data exports, scheduled delivery, call details, queue statistics, and related analytics - works on both versions.

That includes V20 systems before the major database change and after it. There is no gap in reporting, and there is no need to start over with your history.

 

What Changed in 3CX V20 - and Why It Mattered

During the V20 cycle, 3CX introduced a significant backend change to how call data is stored. In practical terms, the older call-record structure used through V20 Update 5 was replaced by a new Call Detail Record (CDR) model beginning with Update 6.

That change improved 3CX's own reporting foundation. It also meant that any product reading 3CX call data had to be rewritten to understand both formats.

When those pre-release builds first appeared, we published a compatibility notice and asked customers who depended on Root Call Data reporting to wait before moving past Update 5.

Queue statistics, live notifications, and streaming data were not affected, but call reports and call-details views needed the new data model.

That work is complete.

 

What This Means for You Today

Call Center Dashboards now reads, normalizes, and reports on:

    • 3CX Version 18

    • 3CX Version 20 through Update 5 - the pre-change database

    • 3CX Version 20 from Update 6 onward - the new CDR structure

 

If your organization upgraded from V18 to V20, your historical data remains available.

If you stayed on V20 and later installed the database change, your pre-change records are still there.

Our reports combine both periods into one continuous view.

You do not lose history at the upgrade date. You do not maintain two separate reporting worlds. Supervisors, operations teams, and partners can look across months or years of activity the same way they did before.

 

What Continues to Work Without Interruption

After the rewrite, the full product works on supported V18 and V20 systems, including environments that contain data from both sides of the V20 database change.

That includes:

    • Call reports and call details - inbound, outbound, missed, abandoned, and multi-segment call flows

    • Queue statistics and SLA views - live and historical

    • Live dashboards and wallboards - agent status, queue activity, and floor visibility

    • Interactive drill-down - from a KPI into the underlying calls and agents

    • Data exports - PDF, Excel, and CSV

    • Scheduled report delivery - including multi-recipient subscriptions

    • Live notifications and streaming data - agent, queue, and call events

    • Historical analytics - trends that span the upgrade, not just the period after it

 

Live monitoring never depended on the old call-record tables alone, and it continues to run as expected.

The important change is that Root Call Data reporting is available again on current V20 systems, and it includes the history you already had.

 

One Reporting Timeline, Not Two Databases

The most common concern we hear after a 3CX upgrade is simple:

"Will last year's numbers still line up with this year's?"

Yes.

When a company moves from V18 to V20, 3CX keeps the historical call data. When a V20 system crosses the Update 5 / Update 6 database change, older records remain in the previous format and new records are written in the new format.

Call Center Dashboards is built to read both, map them into a consistent model, and present a single set of dashboards and reports.

 

That means:

    • Date-range reports can start before the upgrade and end after it

    • Agent, queue, and call-center KPIs stay comparable across the change

    • Exports and scheduled reports use the same definitions on both sides of the cutover

    • Managers do not have to explain a "blank" period after an install date

 

There is no reporting blackout after the upgrade. There is no manual merge. The combined data is the default behavior.

 

Built to Stay Current With 3CX

3CX continues to move quickly on V20. Our job is to absorb those platform changes so your team does not have to rebuild processes every time a database or reporting structure is updated.

We install a lightweight service on your 3CX server, collect live events and historical records without putting load on the PBX, and deliver the results in a cloud-hosted portal.

That architecture is the same on V18 and V20.

The difference after the V20 database change is behind the scenes: we now understand both call-data structures and keep them in one reporting layer.

If you are still on V18, Call Center Dashboards continues to support your system.

If you have already moved to V20 - whether you are on a pre-change build or a current post-change build - the same product, the same dashboards, and the same reports are available.

 

Upgrade 3CX on Your Schedule

You should plan 3CX upgrades around your operations, security posture, and 3CX's own support guidance - not around a reporting outage.

With the current Call Center Dashboards release:

    • You can stay on V18 and keep reporting.

    • You can move from V18 to V20 and keep historical data in the same reports.

    • You can run V20 before or after the major database change and still see complete call history.

    • Dashboards, wallboards, exports, scheduled reports, and live data continue to work.

 

If you delayed a V20 update because of our earlier compatibility notice, that restriction no longer applies to the completed release.

Call reporting is supported again on both sides of the database change.

 

Questions or a Version Check

If you want us to confirm your exact 3CX build, review a V18-to-V20 upgrade, or verify that historical data is combining correctly in your portal, reach out.

We can walk through your version, your data range, and the dashboards and reports you rely on.

Call Center Dashboards remains focused on one platform: 3CX. Supporting V18 and V20 - including the V20 database change - is part of keeping that promise.

Call Center Dashboards supports 3CX V18 and V20. Your history stays with you. Your reports stay continuous.