When you attempt to pull very large datasets, the connection to the SQL server may time out before all the data is returned. This is a common limitation with large exports.

Here are your options

1. One-Time or Occasional Export
   If you only need this data once or from time to time, our team can generate the report directly from the SQL server and provide it to you securely. Just let us know the desired date range or filters.
2. Recurring or Automated Data Access
   If you need to pull large datasets frequently, we recommend setting up a Data Subscription.
   • The system will automatically export your data directly from the SQL server to a shared SFTP location.
   • You’ll have your data ready on a recurring schedule (daily, weekly, or monthly).
   • You can log in via SFTP to download or delete the file at any time, and the system will regenerate the next export automatically.
   • There is a small monthly fee to maintain this subscription and licensing.
3. Manual Chunked Export
   Alternatively, you can export the data in smaller segments (for example, 1–3 months at a time). Each export will complete without timing out, and you can then merge the results in Excel or combine the CSV files manually.

Yes, that’s correct — the Call Report has been updated, but don’t worry, we have a solution for you. Here’s what changed:

The Call Report now focuses on complete calls, not individual segments.

• When you search for a destination (for example, extension 1234), and that destination was reached in the 4th segment of a call, the report will now show the entire call—including all its segments—rather than just the one where it reached 1234.
• This means the report provides full call context, showing how the call started, transferred, and ended.

If you prefer the previous behavior (where each segment appeared separately), you can now use the Call Segment Report.

• The Call Segment Report works exactly like the old Call Report: when you search for 1234, it will show only the segment where that destination was reached.
• You’ll see the specific leg of the call that hit 1234, but it won’t show the full call details or which other segments belong to that same call.

Example:

• If a call reached 1234 twice, the Call Report will show one full call record containing both occurrences.
• The Call Segment Report, on the other hand, will show two separate rows, one for each segment that reached 1234.

Our platform uses 3CX’s built-in authentication for call recordings, so your access depends on your 3CX login credentials.

If you’re unable to log in to the 3CX Admin Portal using the account for extension 1234, you won’t be able to download or play recordings from our platform either.

We recommend the following steps:

1. Reset or change your 3CX password.
2. Confirm that you can successfully log in to the 3CX Admin Portal with the new credentials.
3. Once confirmed, try accessing the recording again from the CCD web portal.

If the issue continues after resetting your 3CX password, please let us know so we can review it further.

You can track both inbound and outbound call activity for each agent directly within the Agents Overview section:

• Inbound (Queue) Calls: Go to Agents → Overview → Queue Calls to see each user’s performance handling calls from queues.
• Outbound Calls: Go to Agents → Overview → Outbound Calls to view outbound call totals per user.

These dashboards help managers compare productivity, identify engagement trends, and balance workloads across agents.

Visit Queues → Performance and review the Total Calls widget.

Visit Queues → Statistics → Groups, then select one, multiple, or all queues (default). Make sure Grouping is set to Hourly to see a detailed hour-by-hour breakdown of queue call activity.

Visit Agents → Overview → Logged Time: This report shows each agent’s total logged-in and logged-out time. You can optionally filter by a specific Queue to analyze logged time within that queue or leave the default setting (All Queues) for a complete overview.

Visit Agents → Overview → Presence History: This report displays how each agent’s presence status has changed over time — including Available, Away, Do Not Disturb, and both Custom Statuses. The data is shown by day, along with a detailed daily change log for complete visibility.

Go to Agents → Overview → Queue Calls. This report shows per-agent call performance, including how many calls were offered, answered by the agent, and answered by other agents. By comparing these metrics with the Speed of Answer, you can identify whether certain agents are consistently waiting for others to pick up calls.

Yes — through Subscriptions → Reports.

1. Choose the report you want to share.
2. Configure your parameters (filters).
3. Set up a delivery email for one employee.
4. Use a shared schedule to define the delivery time.
5. Duplicate the subscription for each employee, using the same shared schedule.

This setup ensures consistent, automated reporting across multiple recipients at the same time every week.

Yes. CallCenterDashboards makes it easy to review complete 3CX call flows — including all related recordings — in one place. When you open Call → Details, the grid shows each segment of the conversation (answered, transferred, conferenced, etc.). In the rightmost column, you’ll find a recording summary listing every recording linked to that call flow.

For example:

• A client calls the Sales line.
• A broker answers (Recording 1).
• The broker conferences in a consent message or another extension (Recording 2).
• The client is returned to the broker (Recording 3).

CCD automatically groups all of these related recordings together, allowing you to play them sequentially and review the entire interaction without manually searching or piecing them together.

Access Requirements:

• Log in to CCD using your 3CX extension number to view or play recordings.
• External (email-based) logins cannot access recordings.
• The first time you play a recording in a session, CCD will prompt you to authenticate with your 3CX extension credentials for secure access.

In short: CallCenterDashboards provides a seamless way to audit complete multi-segment call flows and playback every related recording directly from one unified view.

Yes — CallCenterDashboards can be deployed on any 3CX server where you have administrative access.

• If your 3CX system is hosted in the cloud (for example on AWS, Google Cloud, Azure, or another provider) and you have admin or root access, you can install our service without any issues.
• The only limitation applies to customers using 3CX’s own hosted service (3CX Hosted by 3CX). This environment does not allow third-party software to be installed, so our solution cannot be deployed there.

If you’re unsure which type of hosting you have, contact us and we’ll help you confirm compatibility.

CallCenterDashboards can only report on data points made available by the 3CX Phone System. Our platform captures both live events (such as agent presence, queue activity, ringing, and talking time) and historical data (via 3CX’s Call Detail Records – CDR). However, some metrics are not natively exposed by 3CX, which limits the ability to report on them directly. Examples include:

• After-Call Work (ACW) / Wrap-Up Time – Not available as a variable metric.
• Hold Time per Call – 3CX does not record how long a call was placed on hold.
• Call Dispositions – 3CX does not provide disposition tagging or classification natively.

However, CallCenterDashboards has an add-on module for Call Dispositions.

3CX includes a preset wrap-up timer that can be configured per queue (e.g., 10 seconds, 30 seconds, etc.). During this time, the system will not offer the agent a new call. However, this timer:

1. Applies only to queue calls (not direct or ring group calls).
2. Uses a fixed duration, not the actual time the agent spends finishing their task.
3. Is not logged as a separate metric in the database—therefore, it cannot be extracted or reported dynamically.

Some organizations use workarounds such as having agents manually press DND when wrapping up a call, then turn it off when ready, or having agents log out of the queue and back in after they finish their notes. While not perfect, these actions create detectable state changes that can be tracked and used to estimate ACW time. CallCenterDashboards can easily report on these detectable state changes.

Unfortunately, 3CX does not expose Hold Duration in its database or API. A possible workaround is to use Call Parking — for example, parking a call in an orbit and unparking it after a set time. This creates measurable events that can serve as a proxy for hold behavior, though it’s not a native metric. CallCenterDashboards can report on them, but it is not a perfect solution, just a work around.

3CX does not natively support call disposition codes or post-call tagging. However, CallCenterDashboards offers a Call Disposition Add-On Module that extends 3CX with this functionality. With this add-on, agents can easily select a disposition or outcome code after each call—such as Sale Closed, Follow-Up Needed, or Left Voicemail—and these entries are automatically linked to the corresponding 3CX call record. Call Disposition fields can be managed at the queue, call or agent level. Daily exports of the Call Disposition details can be automated in Jason format for further importing into other systems.

Dispositions can be used for:

• CRM and ticket system integrations
• Performance analysis by agent or queue
• Workflow automation and callback scheduling

Interested in seeing it in action? Contact us for a live demo at https://www.callcenterdashboards.com/contact to explore how the Call Disposition Add-On can enhance your 3CX reporting and analytics.

We continuously enhance our platform, but our data scope depends on what 3CX makes available through its API and database. If 3CX introduces new fields or metrics in future versions, CallCenterDashboards will be among the first to integrate and expose them in our reports, dashboards, and live analytics modules.

CallCenterDashboards provides full visibility into all officially exposed 3CX metrics, including both real-time events and historical records. These cover a wide range of call activity, agent behavior, and queue performance data points such as:

• Call start, answer, and end timestamps
• Ringing time
• Talking time
• Queue wait time and abandonment
• Agent login/logout history
• Queue membership and performance
• SLA compliance
• Call direction, DID, caller, callee, and extension details
• Trunk usage, call volume, and cost analysis

Beyond the raw 3CX data, CallCenterDashboards adds an entire layer of aggregated analytics and KPIs, including:

• Queue-level KPIs (Average Wait Time, Service Level %, Abandon Rate, Max Wait, etc.)
• Agent-level KPIs (Answered vs. Missed Calls, Total Talk Time, Occupancy Rate, Productivity %)
• Performance Trends and Heatmaps (Hourly, daily, weekly breakdowns)
• Comparative Analytics (Agent vs. Queue, Period-over-Period, Peak Load Hours)
• Custom Business Intelligence Metrics (created through the Overview branch, ETL process, and Power BI integration)

These computed indicators go far beyond what 3CX provides natively, turning call data into actionable intelligence for supervisors, managers, and executives.

For a complete list of available reports and analytics, visit https://www.callcenterdashboards.com/reports or explore the Live Demo Portal.

Yes. If your organisation requires that data remains within your country (e.g. Australia), we can deploy our services using local infrastructure through a global provider (such as AWS or Azure) with in-country hosting. We set up and manage the environment, and pass on the hosting costs to you. You’ll access our product as a managed service, without direct access to the servers or hosting layer.  We maintain strict access controls, do not offer shared hosting, and follow industry standards (e.g. ISO 27001) where applicable.  Our full privacy policy is available upon request.

Currently, Call Center Dashboards is designed to work exclusively with 3CX. Integration with other VoIP systems is not supported at this time. However, we’re continuously exploring future compatibility based on user demand.

Excellent question — and one we’re glad to address thoroughly.
In summary:
While our service does install on the 3CX server and connects to the database (read-only), it has been carefully designed to work harmoniously with 3CX. We prioritize reliability, performance, and compatibility, so you can use our dashboards with confidence — even when 3CX support is involved.

More details:
Yes, CallCenterDashboards.com does require the installation of a lightweight service on the 3CX phone server. This service provides read-only access to the 3CX database to retrieve analytics and reporting data. However, it’s carefully engineered to avoid any performance impact and follows best practices for enterprise-grade integrations.

Here’s what sets us apart:

1. Proven Stability Since 2019
   Our software has been running reliably on production 3CX systems for over seven years — without a single compatibility issue or support ticket raised with 3CX due to our product.


2. Trusted, Enterprise-Grade Software
   While 3CX’s general recommendation is to avoid unverified third-party tools, that warning is typically aimed at untested or homegrown software. Our platform is professionally developed, tested, and deployed across numerous enterprise environments.


3. Easy Compliance with 3CX Support Requests
   If 3CX ever requests the removal of third-party software during troubleshooting:
   • You can uninstall our service in seconds with a simple copy-paste command.
   
   
   • Once 3CX support is complete, you can reinstall our service just as quickly.
   
   
   • The system will automatically resume where it left off — no need to re-sync the entire database, ensuring minimal downtime and effort.

Installation commands are always available in your account's Downloads section on our website.

• • Deleting leftover files and folders in the program directory.
• • Checking for any services or processes related to the software and stopping them if necessary.

The compatibility of Call Center Dashboards with your 3CX installation depends on the hosting environment. If your cloud provider does not offer root access or declines to install the necessary services, integration may not be feasible. However, many cloud hosting providers do offer such access, enabling successful integration. Therefore, the functionality of Call Center Dashboards is contingent upon the specific policies and capabilities of your cloud provider.

To determine the number of simultaneous calls (SC) supported by your license within your PBX, you can access this information by navigating to the Dashboard of your Management Console.
Under the 'Information' section, you will find details such as the license key used, the product type, the current number of simultaneous calls allowed by your license, the expiry date, and the version of your PBX.

We understand the importance of adhering to 3CX rules and regulations. Connecting Call Center Dashboards directly to the database might raise concerns about potential violations. However, it's crucial to clarify our approach:
While direct access to the 3CX database is not officially supported by 3CX, we want to assure you that we operate within these guidelines. As a Platinum partner with 3CX and an enterprise-grade development company, we prioritize compliance and professionalism in all our endeavours.
Our software reads data from the database exclusively; we do not alter or manipulate any information within the 3CX database. Our process involves retrieving minimal database differences since the last sync and transferring them securely to our cloud-based servers. All further data processing, queries, and loads occur independently on our cloud servers, ensuring no impact on the local 3CX phone server.
Should the need arise for 3CX support, our software can be swiftly uninstalled, allowing 3CX to address any issues seamlessly. Upon resolution, our software can be promptly reinstalled, resuming operations from the point of interruption without imposing significant CPU, memory, or network overhead. Our solution boasts a track record of over five years, serving large companies without incident. Feedback from our clients confirms improved performance and a reduction in support-related issues since adopting our solution.
We remain committed to collaborating closely with 3CX, supporting its growth, acquisition of new customers, and retention of existing ones. As a dedicated partner, we align with 3CX's vision and pledge to uphold its standards diligently.

Yes. Call Center Dashboards supports 3CX phone systems operating on both Linux and Microsoft Operating Systems

The process involves the installation of the Call Center Dashboards Client Service directly on the local 3CX phone server. The Call Center Dashboards client service establishes connections with both the 3CX phone services and the local database. It captures data securely, utilizing two communication channels to transfer information to the Call Center Dashboards (CCD) data centers.

The first channel focuses on capturing live events from the phone system, while the second channel is dedicated to capturing changes in the database. To ensure data security, Call Center Dashboards client service encrypts the captured data using asymmetrical keys before transmitting it over the public internet to the CCD data centers. This robust encryption mechanism safeguards the confidentiality and integrity of the transferred information throughout the process.

3CX has mentioned (we asked them) that they cannot offer support on a 3CX phone system WHILE it has any other third-party software installed on the same host. They advised uninstalling any software and then requesting support. For this reason, we have made our installers very quick and seamless. Simply uninstall the utility, request support, and then reinstall it. It will automatically sync up and no data will be lost. If you would like additional information, along with documentation supporting this, shoot as an email at info@callcenterdashboards.com. We will be happy to help!

See the attached guide. It is straightforward. Ensure you have super user privileges to your Debian host OS.

Yes. Under the “Agents” section in the navigation pane. You will have the ability to view an executive summary, as well as pull up various reports, charts, graphs that show performance of all your agents. From here just apply a filter that only includes the agent of choice.

It takes less than 10min to register as a client. Download and install the Call Center Dashboards relay service and login to our portal to start analyzing your data.

Yes. All of the subscription support themes to make the Call Center Dashboards match your company colors. With the advanced edition you can modify the logo and texts on the reports and dashboards. With the Integrator edition you can modify the access URL, ssl certificate, and even set it up on premise.

Yes. We are continuously adding additional filtering capabilities to our reports. If you currently don’t see a specific filtering capability, let us know at info@callcenterdashboards.com. We will implement it as we expand the capabilities of CallCenterDashboards.

Yes. You have the basic Reports, advanced reports, Dashboards and Wallboards.

No. Any 3CX user can benefit from the Call Center Dashboards. We make reporting and dashboarding easy and quick.

Yes. With the integration edition, you get your own customized database and cube and your business logic can be customized to your company. You can also incorporate additional data to make your statistics, reports and dashboards more useful and accurate.

There are two roles. User and Administrator. User can only view their own statistics and metrics and can have their view permissions edited by an Administrator account. An administrator account can add users, remove users, reset passwords, adjust permissions, view metrics throughout the organization and for every agent.

Yes. With all of the subscription levels you can see statistics for each extension/call agent. At the basic and advanced subscriptions each agent can login and see his/her own data, and group managers can see combined data for the extensions that they manage.

Automating reports is possible. You can subscribe to them by clicking the 3 dots next to the filters button in the top right of your view. You can then enter an email address to send the reports to. Additional functionality will be added here soon.

Data can be extracted from our reports. You must be a subscriber to the basic package or higher to export the reports in different file types. We support exporting to CSV, Excel, PDF, and more…

Depending on your subscription level, you can quite literally set your date range to include all data since the inception of your 3CX phone system. While this is extreme, we do offer it. We have preconfigured date ranges for you in our filtering capabilities to make your experience smoother.

No. It is a monthly subscription without any contracts. Custom development and configuration of our solution is available depending on your subscription and will have all costs discussed with you beforehand.