3CX's built-in statistics tell you what happened. IQ Center tells you where you are losing customers, at what time of day, on which queue — and what it costs you.
Every call queue is measured on standard call center metrics, computed on the same basis as your 3CX console.
Service level and average wait do not cover the same calls, which explains the most common confusion. Average wait is computed on the calls your agents answered. Service level is computed on every call received, abandons included. You can therefore show a twelve-second average wait alongside a disappointing service level: your agents answer quickly, but too many callers hang up first. The two figures do not contradict each other — and it is the second one that reflects the customer who never got an answer.
The hourly and daily breakdown shows where abandons concentrate. It is often a single time band, repeating a few times a week, that drags the monthly average down. Once identified, the fix is usually simple: move a break, add an agent at the right moment, or overflow the queue to another team.
Service level is the share of calls answered within the target time, divided by the total number of calls received. Abandoned calls remain in the denominator and therefore lower the rate, which reflects the real customer experience. The target time is set per queue (20 seconds by default).
ASA is the average waiting time, computed only on calls an agent answered. Service level is computed on all calls received, including abandons. A short average wait combined with a low service level means your agents answer quickly, but too many callers hang up before being taken.
No. Every call is tracked end to end by its unique identifier and counted once, at the queue that actually handled it. Reception queues that only pass the call along add no volume to the total.
Yes. Statistics can be filtered by queue, by agent or by location, and a user can be restricted to their own location if they should only see their own figures.
Open the live demonstration — real functionality, fictional data, no signup. Or talk to an expert who will show you what it would look like on your 3CX.