3CX New Call Reports Update

At the end of 2024, we announced improvements to standard call reporting. While it’s taking longer than expected, we believe the wait will be worth it. Though we can’t provide an exact date, we expect these updates to roll out in about a month.

This blog covers four new call reports and several new filters to improve your call data insights. Once live, these features will help you make better business decisions.

We’re adding four new reports to track calls and user activity

• Date & Time
• Caller ID (for incoming calls)
• Trunk & DID (incoming call details)
• Call Status (Connected/Not Connected)
• Ringing Time, Talking Time, and Total Call Duration
• Answered By & Recording URL

• Caller & Callee Dialed Number
• Outgoing Trunk & Call Status (Answered/Not Answered)
• Ringing Time, Talking Time, Total Call Duration
• Recording URL, Call Cost (if configured), and Call Type (National, International, or Mobile)

User Activity Reports – Tracks answered and unanswered calls for specific users over different time periods (hourly, daily, weekly, monthly, yearly).

Call Distribution Reports – Shows total incoming and outgoing calls over set time periods, grouped by selected users or departments.

Previously, reports could only be generated for one user. Now, managers can select multiple users, departments, or queues at once—perfect for overseeing multiple teams.

Reports can now be filtered to show only internal calls (within the company) or external calls (customer calls). This gives admins more control over reporting.

Earlier, reports couldn’t display a total row due to page loading limits. Now, reports provide totals to help track call trends and identify sales process bottlenecks.

As part of our 2025 strategy, we’re committed to delivering enterprise-quality call reporting. With our upgraded system, we’ll continue adding more powerful features. Stay tuned for updates!