Why does the 3CX statistics report have multiple records for one extension？
Call reporting is an important function of any multi-channel contact center. How long does your extension agent spend on the phone? How many incoming and outgoing calls did they make and receive? What is the overall performance of your queue? SLA statistics, missed calls, abandoned calls, etc. All the above content and more can be analyzed through 3CX’s advanced call report function. But some of our users found that the the 3CX statistics report have multiple records for one extension when using the 3CX report function.
The 3CX statistics report duplicate display problem mentioned above specifically means that we can see some extensions appearing multiple times in the generated call report, as shown in the figure above, extension 000 appears twice, and the two statistics are not the same, so why does this problem occur?
The phenomenon mentioned above is actually caused by modifying the last name or first name of the extension. When we modify the last name or first name of the extension, it is equivalent to assigning the extension to different people for use, so when we get the call report, there will be duplicate statistics for the same extension.