Competitive Wallboard V20

43 min read

Introduction #

Boost Call Center Performance with 3CX Competitive Wallboard: Real-time Agent Rankings and Motivation

Keep your team motivated with a live view of agent performance and rankings in one easy-to-read dashboard.

3CX Competitive Wallboard helps managers spot top performers and track progress toward goals without constantly checking reports. Agents can also see how they’re doing in real time making it easier improve throughout the day. Because everything updates live, your team always knows where they stand whether they’re chasing quotas, improving response times, or aiming for the top spot on the leaderboard.

Simple, visual, and easy to follow, it’s a practical way to keep your call center engaged and moving forward.

What is 3CX Competitive Wallboard? #

The 3CX Competitive Wallboard gives your team a live leaderboard that shows how agents are performing throughout the day, week, and month. Managers can choose which stats to display and set team goals that match their workflow. This makes it easier to recognize strong performance and spot trends early. Agents only see the shared leaderboard information, so personal data stays private while still giving everyone a clear idea of how they compare and where they can improve.

Over time, the wallboard also helps managers track performance trends and make smarter decisions based on real activity, not guesswork.

Why choose 3CX Competitive Wallboard? #

Prerequisites #

Before installing 3CX Competitive Wallboard, you need to ensure that your computer meets the minimum requirements mentioned below:

PREREQUISITE	PURPOSE
3CX Version V20	3CX Competitive Wallboard is designed to work seamlessly with this version for enhanced features and performance.
Windows 10 or above / Windows Server 2012 or above	These operating systems provide the necessary environment for the application to run efficiently.
IIS Features and Configuration – VoIPTools	IIS is needed as a web server to host and manage web-based applications and services.
.NET Framework 4.7.2 (Web Installer)	This framework provides essential components for running and developing applications.
.NET Core SDK.	.NET Core SDK is required for development and deployment purposes. It provides the necessary tools, libraries, and runtime environment for building and running .NET Core applications. and allows developers to create custom integrations, plugins, or extensions for the 3CX system. Click here to download the application and install it in the VoIPTools server.
VoIPTools Universal Updater	This component is necessary for updates, ensuring the application remains current and functional.
VoIPTools Relay Service	It is used for proper integration and functionality of the 3CX Competitive Wallboard within the 3CX environment.
Microsoft SQL Server 2016 or above (Including the free SQL Express edition)	3CX requires Microsoft SQL Server 2016 or later for database management.
Minimum of 8GB RAM	Sufficient RAM ensures smooth performance and efficient operation of the 3CX Competitive Wallboard software, especially when handling large amounts of data.
Static IP for VoIPTools and 3CX servers	This is to ensure proper two-way communication, both the 3CX server (Relay) and the VoIPTools server. Dynamically assigned IP addresses are not supported. Additionally, it is recommended to use HTTPS for secure communication, which requires a FQDN for SSL/TLS certificate validation between the VoIPTools server and the Relay.
Port number 7250 opened on your device	Port 7250 is a specific network port used by 3CX for communication purposes. Opening this port on the device’s firewall allows incoming and outgoing traffic to pass through, enabling the 3CX software to send and receive data over the network effectively.

NOTE:

Installation on a domain controller may require additional assistance

When installing SQL Server, we recommend you install it in “Mixed Mode” to include SQL Authentication, and install SQL Management Studio

When installing IIS, be sure to install Basic Authentication, .Net Extensibility, and ASP.Net 4.X

Installation overview #

	DOWNLOAD SOFTWARE	You can order 3CX Competitive Wallboard online at https://www.voiptools.com. Your order confirmation email will include your license key and a link to download the software.
	INSTALL PREREQUISITES	You must install several prerequisites before installing the 3CX Competitive Wallboard. The Advanced Installer identifies and installs these applications automatically. Click here to learn about the required prerequisites.
	INSTALL 3CX COMPETITIVE WALLBOARD	This User Guide contains step-by-step instructions to successfully install 3CX Competitive Wallboard. Begin by extracting the installer from the downloaded zip file, then run the setup program named CompetitiveWallboard.exe
	LOG INTO THE WEB APPLICATION	You can now log in to the web application using the extension number and the PIN.

Step-by-Step Installation Procedure #

The following section will guide you through a detailed walkthrough of the installation process.

Step 1: Download 3CX Competetive Wallboard #

Find the software download link in the Order Confirmation Email, or you can download the application by following the procedure,

1. Open your browser and go to the VoIPTools official website or click here to get redirected to the website.

1. Search for Competitive Wallboard and click the Download button to download your application.

Step 2: Install Prerequisites #

Click on the software installer that was downloaded in step 1 above. The installation wizard will automatically identify the needed prerequisites and assist you with the install of the prerequisites needed to run ‘3CX Competitive Wallboard’. These include .NET Framework (Web Installer), SQL Server Express (Web Installer) and, SQL Server Management Studio.

1. Click the downloaded installer executable to launch the Prerequisites Setup Wizard and click Next.

**Figure 1: Prerequisites Setup Wizard**

1. In the Prerequisites window, the installer will identify the missing prerequisites. It is important that you install all the required prerequisites. However, you can select/unselect the applications to be installed based on your unique requirements. Click Next to continue.

The installer will download and install the selected applications.

1. In the Microsoft SQL Server License Terms click the Accept button to acknowledge the license terms and continue.
  - - This page appears if you do not have SQL Server Express preinstalled in your device.

1. View the SQL Server Media target location in the Media Location field. If required, you can click the Browse button to change the location. Click Install to begin the installation of SQL Server Express.

SQL server installation is in progress. This may take several minutes to complete.

1. Click the Close button once the prerequisites are installed.

1. During the installation of SQL Server Management Studio, you will again be asked to reboot your computer. Click Yes to reboot the computer.

Step 3: Start the installation process #

1. After all the prerequisites are installed, the 3CX Competitive Wallboard Setup Wizard appears. Click Next to Continue.

1. On the Select Installation Folder window, the Folder field displays the location where the ‘3CX Competitive Wallboard’ will be installed. Note that you cannot change the path.

1. Click Next to continue with the installation.

Step 4: Test Relay Settings #

1. In the 3CX Relay Services window, in the Relay Host field, enter the FQDN of your 3CX server.

1. Enter 8801 in the Relay Port field.

1. Enter the public key you took from VoIPTools Relay services in the Public Key text area.

1. Click the Test Relay Settings to confirm ‘3CX Competitive Wallboard’ can communicate with the Relay services running on the 3CX server.

1. If the ‘3CX Competitive Wallboard’ is successfully able to communicate with the Relay services that run on the 3CX server, a Success message box appears. Click OK. If the test fails, you will not be able to continue until communication with the relay is established.

1. Click Next to continue with the installation.

NOTE:

You must set the Relay Port to 8801.

If the Relay test fails, you cannot continue the installation until you establish communication with the Relay. If the test was unsuccessful,

Confirm you have the correct firewall port open (default TCP 8801) on the 3CX server and the firewall protecting the 3CX server.

Confirm that you have entered the correct FQDN for the 3CX server.

Confirm that the 3CX Auto Logout and Relay use the same port and protocol.

Step 5: Configure the database #

When configuring the 3CX Competitive Wallboard, select an existing Microsoft SQL Server instance in your environment. The database server can be a remote SQL Server, or a local instance running on the VoIPTools server.

You can set up the SQL database using SQL Authentication or Windows Integrated Authentication.

SQL Authentication #

1. Enter your server name in the Server field.
  - - If using the free SQL Express Edition, the default SQL Instance name is SQLExpress.

NOTE:

If you want to use ‘SQL Authentication’, then install SQL Server in ‘Mixed‘ mode.

If SQL Server is installed on a server other than the server where 3CX Exporter is installed, you will need to configure SQL Server to allow remote connections.

1. Enter your credentials in the Username and Password fields.

NOTE:

Make sure that you select a SQL Login that has sufficient permissions to alter the database and create SQL objects.

1. Select or enter the 3CX Emergency Notifier in the Database dropdown.

1. In the Test SQL Connections section, click the Tool button to test the connection and click OK in the Test Results popup box.

Windows Integrated Authentication #

1. To use Windows Integrated Authentication check the Trusted Connection (Windows integrated authentication) checkbox.
  - - The VoIPTools installer will create a local Windows user name as “VoIPToys” and give you sufficient rights to this user to create/update the SQL database.

1. In the Test SQL Connection section, click the Tool button to test the connection.

1. Click the Next button that gets enabled when the database connection is successful.

NOTE:

We encourage you to use SQL Authentication rather than Windows authentication. Many of our tools leverage a Call Flow Designer (CFD) application running on the 3CX. Frequently our CFD applications require access to a SQL database. If the 3CX server and the database server are not in an Active Directory domain, Windows authentication will fail. To use SQL authentication, your SQL Server must be configured to run in “Mixed Mode”. If you installed SQL Server with one of our tools, we configure SQL in “Mixed Mode”.

Step 6: Installing 3CX Competitive Wallboard #

1. In the Ready to Install window, click Install to start the installation of the ‘3CX Competitive Wallboard’.

The application installation progresses. This may take several minutes to complete.

1. Once the installation is complete, click Finish.

Step 7: Log in to the Web Application #

Follow the procedure to log in to the web application

1. Double-click the 3CX Competitive Wallboard desktop icon to open the web application.

1. On the Login page, do the following tasks,
  1. 1. In the Extension field, enter your 3CX extension number.
  1. 1. In the PIN field, enter your 3CX voicemail PIN.
  1. 1. Click the Login button to log in to your account.

NOTE:

When you first install the Wallboard, all users are treated as a “managers”. This gives you access to the settings pages where you configure the Wallboard extension group. The name of the 3CX extension group can be anything you choose, and managers of this extension group then become managers of the wallboard.

Once the extension group is created in 3CX and configured in the Wallboard, then you must be a member of this extension group to access the wallboard, and you must be a manager of this extension group to make changes to the wallboard configuration.

1. In the Settings section and from the Default Departmet Name dropdown list, select the desired extension group name you want to set as the default one. Click here to learn how to create a new extension group in 3CX.

NOTE:

You cannot view the _DEFAULT_ and Favorite groups created in 3CX Competitive Wallboard.

In VoIPTools applications, the _Default_ Group has been intentionally excluded from the group selection list. In 3CX, the Default Group includes all members of the system. While this works fine for smaller environments, importing all members from the Default Group in larger systems can lead to performance issues

NOTE:

You can view all the tabs if you are either a manager of any groups in the 3CX Console Management or have admin rights to the 3CX Console Management.

1. At the footer of the page, click Save.

Web Portal #

To access the 3CX Competitive Wallboard web portal, click the Web Portal button on the configuration program, or click on the desktop icon that was created during the installation process (3CX Competitive Wallboard Web).

Login Rights #

3CX Competitive Wallboard lets users log in as Agents and as Managers. Separate logins for agents and managers serve to control access, bolster security, customize experiences, enforce accountability, and streamline usability. This approach restricts unauthorized access, safeguarding sensitive functions. Managers, who often require more advanced privileges, can access tailored tools and settings

Manager Rights #

As a manager, you can perform the following activities in the Wallboard application:

- A manager can view and access data in all the menu options available in the Competitive Wallboard web portal.

As a manager, you can perform the following tasks,

- Activate/ Inactivate an agent.

- Add a new agent.

- Send a group message to your agents.

- Change the name of the existing agents.

- Upload new pictures or edit pictures of your agents.

- View an agent’s idle time during the shift hours of the day and since the latest call.

- View the current status of an agent and the time since the current status has been changed. View and export the complete status of your agents.

- View agent’s custom statuses.

- Set inbound and outbound day, week and month call quotas for any agent.

- Configure font size for the ‘Wallboard’ screen.

- Specify the 3CX Extension Group to monitor.

- Edit extension group.

- Set ‘Minimum Call Duration’ (in seconds) for an extension group so that a call can stand eligible for call count only after it reaches the set time.

- Set ‘Work hours type’ for an extension so that the calls made in the set working hours will stand eligible for call count.

- Set the ‘Sort Order’ setting for ‘Inbound’ or ‘Outbound’ calls in the ‘Wallboard’ screen to display the agents in descending order based on their inbound or outbound call count.

- Reorganize the order of columns in the wallboard screen except that the ‘Picture’ column is always the first one.

- Hide one or more columns in the wallboard screen except ‘Picture’ column.

- View and export call log reports in various formats.

- Customize the color, logo, and other elements to establish your brand identity.

Agent Rights #

As an ‘Agent’, you have the following rights:

- Agents can view only Wallboard and About screens.

- An agent cannot edit any data.

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The Settings menu is where you shape how the Competitive Wallboard looks and works. It brings together the main setup areas in one place, so you can quickly adjust general behavior, column layout, agent details, user roles, and branding without hunting through the app.

This menu includes:

Figure 66: Settings Menu Overview

General for core wallboard options.
Grid Columns for choosing which data appears and how it is ordered.
Agent for agent-related settings.
Roles for access and permission control.
Custom Branding for applying your own visual identity.

It is designed to give managers and administrators a single, easy starting point for configuring the wallboard to match their team’s needs.

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General settings #

In the General panel, you can adjust the Wallboard display and call-handling rules from one place. The current UI shows these controls in three groups: display settings on the left, access and login-related options in the middle, and sorting options on the right. Use the General section to set the main Wallboard options shown in the latest screen: font size, agent photo size, display culture, minimum call duration, refresh timing, default and visible departments, SLA timing, custom status, internal calls, department restriction, working hours, and sort order. The panel also includes the Save button at the bottom.

Edit font size #

Figure 67: General Settings Tab – Overview

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Increase or decrease Font Size for the Monitor grid so the Wallboard text is easier to read from a distance. Enter the value directly or use the arrows beside the field, then click Save.

Edit agent photo size #

Figure 68: Font Size Settings

Use Picture height in pixels and Picture width in pixels to resize the agent image shown on the Wallboard. Enter the values you want, then click Save.

Set display culture #

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Choose the language or regional format from Display Culture. This setting controls how the Wallboard presents localized text and formatting.

Set minimum call duration #

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Use Minimum call duration in seconds to decide when a call should count in the Wallboard totals. Enter the time in seconds, then click Save.

Choose the default and visible departments #

Figure: Restrict Departments Box

Set the department used by default in Default Department Name. Use Visible Department to choose which departments appear in the Wallboard, and use 3CX Refresh Interval Departments to control which departments cycle through refresh. Controls which departments agents can see on the board. You can select multiple. If Restrict Department is checked, only these departments will be visible.

Set refresh and SLA values #

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Use Department Refresh Interval in minutes to control how often department data refreshes.

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Checkboxes #

Use the three checkboxes in the center column to configure key visibility flags: Custom Status, Internal Calls, and Restrict Departments.

Figure 75: Custom Status, Internal Calls, and Restrict Departments Checkboxes

Checkbox	Default	What it controls
Custom Status	☑ Checked	Check this box to allow agents to define custom availability statuses. Disable this feature only if your organization requires strict adherence to standard system statuses.
Internal Calls	☐ Unchecked	Check this if you want extension-to-extension calls to appear in wallboard stats. Most teams leave this off so the board only reflects customer-facing activity.
Restrict Departments	☑ Checked	Check this to restrict agent visibility to selected Visible Departments; disable it to grant access to all departments.

Web Portal Password #

This setting determines whether the system uses the Voicemail PIN or Web Client Password to authenticate your access to the web portal. Choose the option that aligns with your organization’s credential management policy.

Figure 75: Custom Status, Internal Calls, and Restrict Departments Checkboxes

Option	When to use it
Voice Mail PIN	Uses each agent’s voicemail PIN as the login password. Good choice if your team is already familiar with this credential.
Web Client Password	Uses the 3CX Web Client password instead. Select this if your organization manages web client credentials separately.

Set working hours #

Figure 78: Work Hours Type – Regular and Shift Timings

Choose your schedule type.
Select Regular for standard fixed hours, or Shifts for rotating or non-standard hours. If your contact center runs multiple shifts, select Shifts.
If you selected Shifts, set your Shift Start and End times.
Click each time field and type or use the clock picker. The defaults are 12:00 AM to 11:59 PM, which covers the full day.

NOTE:

Regular shift is day shift and the timings are 12:00 AM to 11:59 PM

Sort Wallboard Data Options #

These four settings control how agents are ranked on the wallboard. Together they answer: “Rank by what, in which direction, over what time range, and ascending or descending?”
Figure 78: Sort By, Sort Order, Sort By Range, and Sort Order Type Panels

Sort By: What metric to rank agents on

Option	Description
Calls	Ranks agents by total number of calls handled. The most common choice for competitive leaderboards.
Talk Time	Ranks agents by total time spent on calls.
Agent	Sorts alphabetically by agent name — useful when you just need a consistent, neutral order.

Sort Order: Which call direction to measure

Option	Description
Outbound	Stats based on calls made by agents.
Inbound	Stats based on calls received by agents.

Sort By Range: Time window for stats

Option	Description
Day	Today’s activity only. Best for daily competitions.
Week	Current week’s activity.
Month	Current month’s activity.

Sort Order Type: High-to-low or low-to-high

Option	Description
DESC	Highest performers appear at the top. This is the typical leaderboard format.
ASC	Lowest performers appear at the top — useful for identifying who may need support or coaching.

After updating any setting, click Save at the bottom of the panel. That stores the changes for the Wallboard.

You can save after updating a single setting, or make several changes in the General tab and save them together at the end.

Grid Columns #

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The Grid Column tab lets you customize the visibility and order of grid columns, enhancing the display of relevant information. This feature empowers Managers and Admins to tailor grid views for their groups, improving data accessibility, organization, and overall user experience by displaying only the most pertinent information.

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Reorganize the order of the columns for the Wallboard screen #

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On the Settings dialog box, under Wallboard Grid Visible columns and Order list box, select the column that you want to reorganize in the wallboard screen and click the Left or the Right button to move the column to the left or right-hand side respectively.

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Hide a Column #

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1. On the Settings dialog box, under the Display Columns list box, select the column to hide in the Wallboard screen.

1. Click Left button to move it to the Available columns list box.

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Show a Column #

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1. On the Settings dialog, under the Available columns box, select the column that you want to make visible on the Wallboard screen.

1. Click the Right button to move it to the Display Columns list box.

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Change the order of the Columns #

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1. Select the desired columns in the Display Columns list box.

1. Click the Up button to move the columns up the list or click the Down button to move the columns down the list.

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The following image shows the Wallboard tab for the configured grid columns,

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Grid Column Management: Roles and Group-Level Controls #

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In the Competitive Wallboard application, Managers and Admins have control over grid columns via the Grid Columns settings. Here are three general cases that explain how grid column changes affect different user groups.

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Case 1: Manager’s Grid Column Changes for Their Group #

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When a Manager updates the grid columns, those changes apply to all members of their group. For example, if a Manager adjusts the grid settings, every user in that Manager’s group will see the updated columns.

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Case 2: Managers Cannot Modify Other Groups’ Grid Columns #

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A Manager can only modify the grid columns for their own group. However, if a Manager is also a member of another group, they can change the grid columns for that group as well.

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Case 3: Admin’s Grid Column Changes Across All Groups #

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When an Admin modifies the grid columns, the changes apply to the selected groups that the Admin is a part of. However, if the Admin is not a member of a particular group, the Admin cannot modify that group’s grid columns.

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This ensures that each group maintains control over their own settings, while Admins have broader control across multiple groups.

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Settings Grid Columns for Different Groups #

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If you have Admin rights or manage multiple groups, you can set different grid columns for each group using the Group Select dropdown.

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Case Study #

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You are an Admin present in two groups or the Manager of two groups: Group A and Group B. You want to set different grid columns for each group.

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1. Select Group A in the Extension Group Name dropdown and configure the grid columns.

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1. Select Group B in the Extension Group Name dropdown and configure the grid columns.

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You can now see different grid columns for Group A and Group B in the Wallboard tab,

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Agents Tab #

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The Agents screen provides comprehensive management of both active and inactive agents. Here, you can add or update agents, activate or deactivate them, set inbound and outbound call quotas, and customize agent profiles by uploading or editing images. Additionally, this screen allows you to change agent names and send group messages, enabling effective monitoring and management of agent activities.

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Add/ Update Agent #

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1. On the menu bar, click Agents.

1. In the Agents screen, below tab bar, select Add/ Update Agent names from 3CX check box.

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NOTE:

On checking the check box, the ‘Agents’ screen displays list of all the agents from 3CX.

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1. Refresh the screen to see the updated names in the Agent Name column.

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NOTE:

When you choose to update ‘Agent Names’ from 3CX, the system updates the values for all the Agents.

1. Check the Active box to activate the desired agent.

1. In the Outbound Calls Day Quota text box, type the number of calls an agent must make each day to meet their quota.

1. In the Outbound Calls Week Quota text box, type the number of calls an agent must make each week to meet their quota.

1. In the Outbound Calls Month Quota text box, type the number of calls an agent must make each month to meet their quota.

1. In the Inbound Calls Day Quota text box, type the number of calls an agent must attend each day to meet their quota.

1. In the Inbound Calls Week Quota text box, type the number of calls an agent must attend each week to meet their quota

1. In the Inbound Calls Month Quota text box, type the number of calls an agent must attend each month to meet their quota.

1. From the Picture drop-down, select the image that you want to display for the agent.

1. At the footer of the Agents screen, click Save changes to save the settings.

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NOTE:

You can create multiple agents at one time, but make sure to click Save to commit all your changes to the database.

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Activate Agent #

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1. In the Agents menu option, from the Active column, check the box beside the agent whom you want to activate.

1. Click Save changes.

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NOTE:

To check if the agent is successfully activated, you can confirm by displaying the wallboard screen. The agent should display in the list of monitored agents.

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Deactivate Agent #

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1. In the Agents menu option, from the Active column, uncheck the box beside the agent whom you want to inactivate.

1. At the footer of the Agents screen, click Save changes.

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NOTE:

To confirm that the agent has been successfully inactivated, you can view the Wallboard screen. The inactivated agent should no longer display on the list of agents.

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Edit Inbound/Outbound Quota #

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You can edit the agent’s inbound/ outbound quotas for the day and month:

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1. Select the Agents menu option and identify the record of the agent for whom you want to change the quota.

1. If you want to edit inbound call quota, click Inbound Day Quota or Inbound Week Quota or Inbound Month Quota depending on the type of inbound quota that you want to edit.

1. Similarly, if you want to edit outbound call quota, click Outbound Day Quota or Outbound Week Quota or Outbound Month Quota depending on the type of outbound quota that you want to edit.

1. In the text field, type the new quota.

1. Click Save changes to save the new quota.

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Upload/Edit Picture #

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You can edit the agent’s picture by selecting the image from the available list of pictures:

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1. Chose Agents from the menu

1. Click the Choose File button to upload the profile pictures.

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1. Select the uploaded profile picture in the Photo dropdown list.

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Change the Agent’s Name #

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You can choose to change the agent’s name displayed in the 3CX Competitive Wallboard.

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1. To view Agent Name as updated in the Wallboard application, check Add/Update Agents from 3CX checkbox.

1. To view Agent Name as updated in 3CX Console Management, check both Add/Update Agents from 3CX and Allow Override of Agent Name checkboxes.

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	AGENT PERFORMANCE	Identify top-performing agents who have achieved the highest call volume and recognize diligent agents who have met their call targets for the current month, week, and day.
	MANAGEMENT VISIBILITY	Gain valuable insight into your team’s productivity as a manager. Identify top performers and those in need of support instantly, empowering you to optimize performance and make informed decisions in real-time.
	ENHANCED ACCOUNTABILITY	Access tangible and practical data instantly, enabling informed decision-making based on crucial performance metrics.
	AGENT STATUS	Monitor the availability and duration of phone status changes in real-time.

Field	Definition
Agent identification
Photo Visual	The agent’s profile picture as stored in the 3CX system or uploaded via the Settings page. Displayed as a thumbnail for quick visual identification of the agent in each row.
Extension ID	The unique numeric identifier assigned to the agent’s phone line within the 3CX PBX (e.g., 1310, 6566, 2120). Used to route calls directly to the agent. Must be unique across the entire system.
Agent Name ID	The full display name of the agent as registered in the 3CX directory. Used throughout the wallboard for identification in reports, queue assignments, and status tracking.
Call activity metrics
Missed Calls Inbound Count	The total number of inbound calls that rang to this agent but were not answered during the current tracking period. A high value may indicate the agent is unavailable, in Do Not Disturb mode, or overwhelmed by concurrent calls.
Talk Time Inbound Duration	The cumulative duration of all completed inbound calls handled by the agent during the current period. Displayed in HH:MM:SS format. A primary indicator of inbound call workload.
Average Length Inbound Duration	The mean duration of all inbound calls received by the agent. Calculated by dividing total inbound talk time by the number of completed inbound calls. Useful for benchmarking call handling consistency.
Average Length Outbound Duration	The mean duration of all outbound calls placed by the agent. Calculated by dividing total outbound talk time by the number of completed outbound calls. Helps identify patterns in outbound call strategy.
Total Calls Inbound Count	The total number of inbound calls successfully answered by the agent during the current tracking period. Excludes missed or rejected calls. A primary KPI for inbound call volume and availability.
Total Calls Outbound Count	The total number of outbound calls placed by the agent during the current tracking period. Includes all completed outbound calls regardless of duration. Tracks proactive outreach activity.
Idle time
Idle Time — Current Timer	The continuous duration the agent has been idle since their last call ended or status changed. Displayed as a live running timer in DD HH:MM:SS format. Resets to zero each time the agent begins a new call or changes status.
Idle Time — Today Timer	The cumulative total time the agent has spent idle since midnight of the current business day. Unlike Current Idle Time, this counter does not reset between calls — it accumulates throughout the full shift and resets at midnight.
Status & presence
Phone Status Status	The real-time telephony state of the agent’s extension as reported by the 3CX PBX. Indicates whether the line is currently free or active. Typical values: Available and On a Call. Updated live by the 3CX engine.
3CX Status Presence Presence	The agent’s self-reported presence state within the 3CX client. Set manually by the agent or automatically by schedule rules. Common values: Available, Away, Do Not Disturb, Out of Office, Lunch. Independent of Phone Status — an agent can be telephony-available but marked Away.
Time Presence duration Presence	The elapsed time the agent has been in their current 3CX presence state. Displayed in DD HH:MM:SS format. Resets each time the presence state changes. Useful for identifying agents who have been in a non-available state for an extended period.

Field	Definition
Queue identification
Queue Number ID	The unique numeric identifier assigned to the queue within the 3CX PBX system (e.g., 8038, 8043). Callers dial this number — or are routed to it — to enter the queue. Must be unique across the system and is used in the Select Queues for Monitoring filter.
Queue Name ID	The descriptive label given to the queue in the 3CX configuration (e.g., “Competitive Wallboard”, “VoIPTools Technical Support”). Provides human-readable context for identifying the purpose or team associated with each queue number.
Real-time queue activity
Calls Waiting Live	The number of callers currently on hold in the queue waiting to be connected to an available agent. Updates in real time. A persistently high value indicates insufficient agent availability relative to incoming call volume.
Agents Available Live	The number of agents currently logged into the queue with a status that allows them to receive calls (i.e., not busy, not in Do Not Disturb, and not paused). Reflects the real-time capacity of the queue to handle waiting or incoming calls.
Agents Busy Live	The number of agents assigned to this queue who are currently engaged in an active call. Together with Agents Available, this gives a complete picture of current agent utilization within the queue at any given moment.
Call volume counters
Answered Calls Count	The total number of calls routed to this queue that were successfully connected to and answered by an agent during the current tracking period. Excludes abandoned calls. A key measure of queue throughput and agent responsiveness.
Abandoned Calls Count	The total number of callers who entered the queue but disconnected before being connected to an agent during the current tracking period. High abandonment rates typically indicate long wait times or insufficient staffing. A critical metric for assessing caller experience.
Total Calls Today Count	The cumulative total of all calls that entered this queue since midnight of the current business day, including answered, abandoned, and any transferred calls. Provides an overall picture of daily inbound demand for the queue. Resets at midnight.
Performance metrics
Average Wait Time Inbound queue Duration	The mean time callers spend waiting in the queue before being connected to an agent, displayed in HH:MM:SS format. Calculated across all answered calls in the current tracking period. A primary indicator of queue efficiency and caller experience quality.
Answered Calls SLA Service Level Agreement Count	The number of answered calls that met the configured SLA threshold — meaning they were answered within the target response time (e.g., within 30 seconds). Used alongside SLA% to evaluate whether the queue is consistently meeting its service standard.
SLA% Service Level Agreement Percentage	The percentage of total calls answered within the pre-configured SLA time threshold. Calculated as: (Answered Calls SLA ÷ Total Calls) × 100. A common benchmark is 80% of calls answered within 30 seconds. The primary KPI for measuring overall queue service quality and team performance.

Field Name	Field Definition
Extension	Extension involved in the call.
Agent Name	Name of the agent involved in the call.
Phone	The phone number of the user or agent involved in the call.
Status	The status of the call.
Call Type	Indicates whether the call is an inbound or an outbound call.
Call Start	The date and time of start of the call. The format is DD/MM/YYYY HH:MM:SS.
Call End	The date and time of end of the call. The format is DD/MM/YYYY HH:MM:SS.
Duration	The total duration of the call. The format is HH:MM:SS.

Field Name	Field Definition
Extension	The extension number of the agent.
Agent Name	The name of the agent.
3CX Status	Status of the agent in 3CX.
Start Time	The date and time of start of the status. The format is DD/MM/YYYY HH:MM:SS.
End Time	The date and time of end of the status. The format is DD/MM/YYYY HH:MM:SS.
Duration	The total duration of the call. The format is HH:MM:SS.
Custom Status	Custom status of the agent in as set in 3CX Custom Presence.