No. Historical calls retain the settings that were in effect when those calls occurred.

New calls will immediately use your new settings.

If you've made significant configuration changes and want historical reports recalculated, you can request a historical data reprocessing. We normally perform occasional reprocessing at no charge, but frequent requests may incur a fee because the process is resource-intensive.

Yes.

If you change your Service Level Agreement (SLA), queue settings or other call-handling settings, Call Center Dashboards can reprocess your historical data so reports reflect the updated configuration.

We recommend finalizing your configuration before requesting reprocessing.

If no Service Level Agreement (SLA) is configured for a queue, the system assumes there is no service level requirement and reports 100% compliance.

Configure an SLA for the queue, and future reports will measure performance against that target.

No.

Call Center Dashboards is a reporting and analytics platform. It does not participate in call routing and cannot delay calls.

If delays appear to exist, they are typically caused by:

• 3CX queue configuration
• IVR routing
• Call forwarding rules
• Queue overflow configuration
• Time synchronization issues
• PBX configuration

Every call contains a Complete Call History that records every event in chronological order.

You can see:

• when the call entered the PBX
• when it reached the queue
• how long it waited
• how long each agent's phone rang
• transfers
• final disposition

If someone believes there is a delay, simply locate that specific call and review its timeline.

Yes.

Every call includes a Complete Call History, showing:

• call arrival
• IVR navigation
• queue entry
• waiting time
• ringing time
• transfers
• agent activity
• final outcome

This makes troubleshooting extremely fast.

Open the call's Complete Call History.

The timeline shows the precise moment the call entered the PBX, each queue, every transfer, and every routing event.

This is almost always caused by your 3CX server's clock being out of sync with an NTP (time) server.

Call Center Dashboards displays the timestamps received from your PBX. If the PBX clock is incorrect, the dashboard will reflect those incorrect timestamps.

Synchronizing your PBX with a proper time server resolves the issue.

Yes.

While Call Center Dashboards does not configure your PBX, it provides detailed visibility into:

• queue routing
• overflow routing
• transfers
• agent availability
• excessive ringing
• queue bottlenecks
• call timing
• call flow

This makes it much easier to identify configuration issues.

In your 3CX queue:

• Set the Maximum Queue Wait Time to 60 seconds.
• Configure the No Answer Destination to send the call to voicemail, another queue, an answering service, or another destination.

Many organizations also use staged overflow by sending calls to another queue before voicemail.

Instead of allowing callers to wait a full minute in one queue, many organizations use staged routing.

For example:

• Reception Queue: 20–30 seconds
• Reception Overflow Queue: another 30–40 seconds
• Voicemail or answering service

This provides better coverage while maintaining your overall SLA.

These are not the same.

Missed Call

A call that never connected to an agent. A call that reaches the Voicemail is a missed call, yet it did connect the caller to the voicemail system.

Abandoned Call

A customer who entered a queue but hung up before speaking with an agent.

Queue-level abandonment is usually the most meaningful metric for customer service reporting.

Use the Queue Missed Calls report.

You can filter by:

• queue
• date range
• department

The report identifies customers who hung up before an agent answered.

The Queue Missed Calls report includes locating time and waiting statistics.

You can also export the results to Excel and sort by wait time to analyze exactly when customers abandon calls.

Yes.

Filtered reports can be exported to Excel, allowing you to analyze:

• total wait time
• locating time
• ringing time
• caller information
• call disposition
• complete call history

This is useful for SLA analysis and operational reporting.

Not necessarily.

Call-level reports often contain spam calls, robocalls, misdials, and internal calls.

Queue-level abandonment reports are generally much more reliable because callers have already navigated your IVR and reached a business queue.

Call Center Dashboards separates these two metrics.

Waiting Time

Time spent waiting for an agent to become available.

Ringing Time

Time spent ringing an available agent's phone.

This distinction helps determine whether staffing levels or agent responsiveness are affecting performance.

Yes.

The Agent Readiness view shows:

• which agents were logged in
• who was already on another call
• who was offered the call
• who did not answer
• how many times the call was presented

While software cannot determine the customer's personal reason for hanging up, it can show exactly what happened before they disconnected.

For example:

• long queue wait
• excessive ringing
• no available agents
• repeated unanswered offers
• transfers
• queue overflow

Absolutely.

By analyzing detailed call activity, organizations can identify:

• staffing shortages
• routing problems
• queue bottlenecks
• SLA compliance issues
• excessive wait times
• unanswered calls
• agent responsiveness
• overflow configuration problems

This information enables data-driven decisions that improve customer service and operational efficiency.

Yes.

Call Center Dashboards records actual wait times, service levels, agent response times, and queue performance, allowing you to evaluate whether your SLA targets are achievable and identify the factors preventing compliance.

In the past, manually entered email addresses often caused delivery problems because of spelling mistakes, outdated addresses, unconfirmed users, or unsupported external recipients. These issues created unnecessary support tickets and made report delivery harder to manage.

To prevent these issues, report recipients must now be selected from the approved user list.

A report subscription can be sent to users who are:

• Registered in the system
• Confirmed by email
• Authorized for the client account
• Properly licensed, where applicable

If an email address is not shown as confirmed, it cannot be selected as a report subscription recipient until the confirmation process is completed.

An Administrator can go to the Users section and add the external email address as a registered user.

After the user is added, the system will send a confirmation email to that address. The recipient must confirm the email address before it can be used for report subscriptions.

Once confirmed, the email address will appear as an available recipient in the report subscription recipient list.

Yes. A registered and confirmed user can receive the report and then forward it to others using their own email system.

For example, the user can create an Outlook rule to automatically forward report emails based on the subject line, sender, or report name.

This gives the client full control over internal forwarding while keeping the report subscription system secure, reliable, and supportable.

Our goal is to keep the service reliable and costs reasonable for all clients.
Call Center Dashboards supports delivery to registered and confirmed users.

After the report is delivered successfully to the registered user, any additional forwarding should be managed by the client through their own email system. This approach helps avoid support issues caused by incorrect external email addresses, spam filtering, forwarding failures, or mail delivery problems outside of our system.

Currently, our standard deployment stores data in our U.S.-based data centers, with two located in Charlotte, North Carolina, and one in Dallas, Texas.

If you have data sovereignty requirements, we can also offer region-specific deployments. In these cases, we deploy our platform using local infrastructure through global cloud providers such as AWS or Azure, ensuring that data is hosted within the required country.

This setup is fully managed by our team. While clients access the platform as a service, they do not have direct access to the underlying infrastructure. We maintain strict access controls, do not use shared hosting environments, and align with industry standards such as ISO 27001 where applicable.

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.

You can analyze queue capacity and staffing sufficiency across several widgets under Queues → Overview:

• Agent Analysis: Reveals Queue level overall performance and workload/participation of each agent in the queue.
• Service Level: Measures how quickly calls are answered compared to your defined SLA target.
• Missed Calls: Displays unhandled calls and their patterns.
• Weakness Tracker: Highlights queues or timeframes that consistently underperform.

Together, these tools help you quickly see if your queue has enough active agents to meet demand.

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

Yes — Call Center Dashboards 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.

Call Center Dashboards 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, Call Center Dashboards 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. Call Center Dashboards 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. Call Center Dashboards 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, Call Center Dashboards 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, Call Center Dashboards will be among the first to integrate and expose them in our reports, dashboards, and live analytics modules.

Call Center Dashboards 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, Call Center Dashboards 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.

Can I use Power BI with the Call Center Dashboard data?
Yes. Power BI can connect to the underlying call data and create custom reports and visualisations based on it.

What type of data is available for reporting?
The dataset includes detailed call records that can be used for performance monitoring, trend analysis, and operational reporting.

Will I need to prepare the data before building reports?
In most cases, you will need to perform your own data modelling, calculations, and visual formatting within Power BI.

How up-to-date is the data in Power BI?
Data freshness depends on your organisation’s update schedule. Reports will reflect the latest data available at the time of refresh.

Who designs the dashboards in Power BI?
Dashboards and reports are created by the Power BI user or reporting team, using the available dataset and business requirements.

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, Call Center Dashboards.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.

If the install command for Call Center Dashboards isn't working, it might be due to a common issue with the formatting of hyphens in the command.

Incorrect Hyphens Usage: The install command requires double hyphens (--) before the parameters CompanyDomain and CompanyID. If you are using a single long dash (–) instead of double hyphens, the command will fail.

Copy-Paste Issues from Emails: When you copy the command from an email or document, particularly from Microsoft Office applications, the double hyphens (--) can be automatically converted to a single long dash (–). This subtle change can prevent the installation command from working.

How to Fix It

Manually Correct Hyphens: After pasting the command into your terminal or command prompt, manually check and replace any single long dashes (–) with double hyphens (--) before the CompanyDomain and CompanyID parameters.

Example Correction: If the pasted command looks like this:

install-command –CompanyDomain example.com –CompanyID 12345

You should correct it to:

css

install-command --CompanyDomain example.com --CompanyID 12345

Avoiding Formatting Issues: Use Plain Text Editors: Paste the command into a plain text editor (like Notepad on Windows or TextEdit on macOS in plain text mode) first. This prevents automatic formatting changes and allows you to verify and correct the hyphens before pasting it into your terminal.

Disable Smart Dashes: In your email or word processing software, look for settings related to "smart dashes" or "typographical replacements" and disable them. This stops the conversion of double hyphens to long dashes.

Verify the Entire Command: After correcting the hyphens, double-check the rest of the command for any other issues such as extra spaces, missing parameters, or incorrect syntax.

By ensuring you use double hyphens (--) instead of a single long dash (–), you should be able to run the install command for Call Center Dashboards successfully. 

If you continue to experience issues reach out to [email protected] for help.

The uninstall command for Call Center Dashboards may not work if the software has already been removed. Here’s why and what you can do:

Missing Executable: The uninstall command is typically an executable file that comes bundled with the Call Center Dashboards installation package. If Call Center Dashboards has already been uninstalled, this executable might be missing from your system, causing the uninstall command to fail.

Reinstall to Uninstall: One solution is to reinstall Call Center Dashboards. This process restores the missing uninstall files, allowing you to run the uninstall command again properly.

Manual Cleanup: If you are unable or do not wish to reinstall the software, you might need to manually remove any remaining files and system entries related to Call Center Dashboards. This can include:

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

Using System Tools: Utilize your operating system's built-in uninstallation tools. For Windows, go to "Control Panel" > "Programs and Features" and see if Call Center Dashboards still appears in the list. If it does, you can try to remove it from there.

Seek Assistance: If you encounter difficulties or are unsure about manually removing the software, it’s a good idea to reach out to [email protected] for assistance.

These steps should help you resolve issues with the uninstall command for Call Center Dashboards, especially if it has already been removed from your system.

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 [email protected]. 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 [email protected]. We will implement it as we expand the capabilities of Call Center Dashboards.

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.

Yes. Call Center Dashboards supports 3CX V20 as well as 3CX V18. Our reporting, dashboards, wallboards and analytics platform works with supported 3CX deployments on Linux and Windows.

Yes. Call Center Dashboards supports both 3CX V18 and V20, allowing organizations to continue using the reporting and analytics platform while planning or completing their migration to V20.

Add this question, but make the answer match the actual CCD migration process. If configuration changes, reinstallation, database changes or support assistance are required during an upgrade, state those requirements clearly rather than promising a completely transparent migration.