Call center reports

If your business answers customers by phone as well as by message, Message24 can report on those calls. Your phone system (PBX) sends Message24 a record of every call, and the Call Center page turns them into reports: incoming and missed calls, busy hours, caller languages, repeat callers and how each agent performs.

This is available to business admins. You set it up in Settings > Call Center Sources. The Call Center reports entry appears in Settings once you have at least one source.

Supported phone systems

A source is one feed of call records. Two formats are supported:

• 3CX Active Socket: a 3CX phone system sends each call record to Message24 live, as calls finish.
• ICenter CSV: you upload call records as a CSV file exported from your system.

Note

Connecting a 3CX system also needs the Message24 listener address to point 3CX at, and your PBX’s public IP address added to the source. Contact Message24 support for the address before you start.

Add a source

1. Go to Settings > Call Center Sources and click New source.

2. Fill in the form:

   • Name: for example Main PBX.
   • Format: 3CX Active Socket or ICenter CSV.
   • Timezone: the time zone your PBX runs in. Used to read call times correctly.
   • Enabled: when ticked, Message24 accepts records for this source.

3. For a 3CX source, also fill in:

   • Source CIDRs (one per line): the IP addresses your PBX connects from. Connections from any other address are dropped.
   • 3CX field template: arrange and tick the fields so they match the order set in 3CX under Advanced > CDR > Manage CDR output fields.

4. Fill in the Agent map: one row per extension, with a Display name, optionally the team member it belongs to, and its kind:

   • Agent (person)
   • Branch / desk phone
   • System / test

   Branch and system extensions are left out of the agent rankings. You can switch to Edit raw JSON to paste the map in bulk.

5. Optionally fill in the Language map: which IVR key or destination number means Kurdish, Arabic or English, so calls can be grouped by language.

6. Click Save.

A new 3CX source can take a few minutes before Message24 starts accepting its records.

Upload a CSV

For an ICenter CSV source, open the saved source and use the upload option to choose your file (up to 50 MB). Message24 reports how many records were inserted, how many were duplicates it skipped, and how many failed. Uploading the same records twice doesn’t count them twice.

The Call Center report

Open Settings > Call Center.

• Choose a period (this month by default), and filter by language, agent, or call type: Customer calls (in + out), Incoming only, Outgoing only or Internal only (calls between agents).
• The summary cards show Total Incoming, Answered, Missed, Outbound, Median Duration and Unique Callers, compared with the previous period.
• Call Trends shows call counts or talk time by day, week or month, in total or per agent.
• Activity Heatmap shows your busiest days and hours.
• Language Distribution and Duration Distribution break calls down by language and length.
• Caller Segmentation separates first-time, repeat and VIP callers.
• Agent Performance lists each agent’s calls, share, answered, missed, outbound, callbacks, average and total talk time.

Click Print Report to print or save the report.

Edit or delete a source

In Settings > Call Center Sources, use Edit to change a source or Delete to remove it.

Danger

Deleting a source also removes every call record it brought in.