Contact centre
Real-Time Reports & Call Analytics
3CX real-time call analytics and scheduled reports - call volume, queue performance, agent productivity, SLA tracking. PRO and AI Edition. Power BI and Grafana integration.
Standard report set
- Calls offered, answered, abandoned
- Service level (% answered within SLA target)
- Abandon rate
- Avg wait time, avg talk time, avg handle time
- Longest wait
Agent activity
- Hours logged in
- Calls handled
- Avg handle time
- After-call work time
- Idle time
Volume & trends
- Calls by hour, day, week, month
- Peak-hour analysis (when do calls really arrive?)
- Repeat-caller rate
- Caller geography (by area code)
SLA & exceptions
- SLA compliance %
- Breach incidents
- Long-wait calls
- Abandoned-then-callback success rate
Sentiment-aware dashboards (AI Edition)
On AI Edition, reports add sentiment metrics:
- Average call sentiment by queue, agent, time-of-day
- Sentiment trend over time (week-on-week)
- Negative-sentiment call list (for review)
- Agent ranking by sentiment recovery rate
BI integration (AI Edition)
Push call data to:
- Microsoft Power BI - pre-built template available
- Grafana - for ops-style live dashboards
- Tableau / Looker - via SQL connection
- Your data warehouse (Snowflake, BigQuery) - via API or webhook
Common questions
What reports come out of the box?
Standard reports include daily call volume, queue performance (calls offered, answered, abandoned, SLA), agent activity (logged-in time, calls handled, average handle time, idle time), peak-hour analysis, abandon-rate by hour, customer-by-volume. Customisable schedules. Custom reports available with the AI Edition reporting builder.
Can I get reports emailed automatically?
Yes - scheduled reports run daily/weekly/monthly and land in your inbox or shared mailbox as PDF or Excel.
Can I integrate with Power BI?
Yes - AI Edition includes Power BI, Grafana and data-warehouse integration. Pipe raw call data, queue metrics and sentiment to your BI tool for board-level reporting.
Do reports include after-call work time?
Yes - after-call work (wrap-up time) is tracked per agent. Useful for spotting agents who spend too long on wrap-up vs handling the next call.
Want reporting that actually informs decisions?
We'll scope your KPIs, build the right reports, set the schedule and wire BI integration if you want it.
