OmniLine: Reporting and Dashboard Solution

Main article: Digital Dashboard

2023: Presenting a Report and Dashboard Solution

OmniLine has created a solution that allows you to receive additional reports and dashboards using 3SKh telephony. The company announced this on August 28, 2023.

3CX is a multifunctional communication platform with a single interface for managing telephony, messaging and means of joint communication. However, it does not have the tools to collect and visualize information, which limits its use in companies with their own contact centers.

OmniLine's solution allows you to integrate 3CX telephony with Grafana, a data visualization program, upload reports and create dashboards.

Several standard reports have been developed that can be obtained from 3CX data using Grafana tools:

• call center service indicators;
• Lost calls in IVR menus and queues
• primary calls to the call center;
• repeated calls to the 3CX;
• time spent by operators during the break;
• Reports on the party that went on-hook.

Such reports are suitable for almost any contact center, as they display general information about the number of missed, incoming and outgoing calls.

The solution also allows you to form from these 3CX not only the proposed, but also other necessary reports for different organizations: logistics companies, marketplaces, industries. Data from the reports will help you make decisions in optimizing the work of the contact center, deploying marketing companies and improving the work of the client service.

Once configured dashboard, report or series of reports are easy to transfer to other devices where 3CX & Grafana integration is installed. Visualization is available in the form of tables, graphs, timeline. From dashboards, you can make playlists that will change with a given frequency and display on the TV screen for clarity.

The use of 3CX Phone-based reports is an important tool for improving business efficiency and productivity, "said Alexander Rudnev, Managing Partner of OmniLine. - Reports provide contact center managers and operators with the valuable information they need to make informed decisions and improve customer service. Thanks to this, companies can achieve a higher level of customer satisfaction, improve their reputation and strengthen their position in the market.