★★★★★
We would like to extend our sincere thanks to Luke and the entire TelcoCentric team for their exceptional expertise, professionalism and support throughout the installation of our new phone and fax-to-email system. From the outset, the…
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Built by TelcoCentric
Every call, transcribed, scored and searchable
A reporting and quality platform for 3CX, built and run by us. Live wallboards for the wall, ten reports that reconcile to the call log, and AI reporting that transcribes every recording with the speakers separated, scores it against your criteria, listens to the tone of voice, and tells you why people rang — processed on our own hardware in Australia, with no per-minute charges and no transcription limits.
- Unmetered transcription and AI analysis
- Data stays in Australia, on our infrastructure
- Built from your 3CX's own records, so reports reconcile
- Included in your managed service
On the wall
Wallboards that run unattended on a TV
Pick a layout, set the thresholds, hang it on the wall. Boards update live, recolour when a queue goes amber or red, and can chime the room.
Eight board layouts
Single-queue hero, multi-queue grid, queue table, threshold board, call-centre split, agent table, leaderboard — or build your own.
Thresholds you set
An SLA target and amber and red limits for callers waiting and longest wait, per queue if you need it. The board changes colour before anyone has to look at a number.
Alerts, not just colours
A chime on the board, a desktop notification, or a webhook to whatever you like when a queue goes critical.
Callbacks tile
Missed calls still waiting for a call back, on the board, so the list gets worked instead of forgotten.
Made for TVs
Dark theme, large-font mode, your logo and accent colour, and rotation through several boards on one screen.
Totals that reset on your rhythm
Per hour, day, week, month or shift — with calls-by-hour and wait-time charts if you want them.
Ten reports
Reports built from your 3CX's own records, so they reconcile
Every report is built from the same call rows as the call log, measured to first answer and aware of your business hours, holidays and breaks. Filter it, export it to CSV, or have the exact view emailed on a schedule.
Call log
Every inbound and outbound call across the trunks — filter by direction, business-hours clock, queue, outcome, agent, inbound number, department or caller.
Missed calls, and why
Each in-hours miss classified from the PBX records — no one answered, everyone on calls, nobody logged in — with wait tolerance against your SLA and a "see why" story of who was on, whose phones rang and for how long.
Missed callers
Every missed number grouped and checked against later outbound calls — not called back, called back, or reached us on retry — with the average time to ring back.
Agent break audit
A minute-by-minute timeline per agent — logged in, away, do not disturb, lunch — against rostered hours.
Agent and queue performance
Offered, answered, answer rate, ring time, talk time and calls per hour per agent; volume, SLA %, abandonment, wait spread and peak hour per queue.
Inbound numbers
Which advertised number each call came in on — volume and outcomes per DID or tracking number, named from your 3CX inbound rules. Marketing attribution from the phone system itself.
Ring groups and agent activity
Outcomes and member answer split per ring group, and every extension's calls and talk time including non-queue users.
Trends
When calls arrive and how they end — a weekday-by-hour heatmap with the full outcome split, so rosters follow the phones.
Scheduled and exportable
Any filtered view emailed on a schedule, and every table exportable to CSV. Timezone-aware, multi-department.
AI reporting
Every recording, listened to properly
Transcribed on our own hardware with the speakers separated, then scored, flagged, classified and summarised — with no meter running.
Word-synced transcripts
Agent and caller clearly distinguished, and playback is word-accurate — click any word to jump to that moment, drag to loop a section.
QA scorecards on every call
Greeting, identification, empathy, hold etiquette, resolution confirmed, closing — scored on every call with a written coaching note, not the two per agent someone had time to review.
Recording audit
Every recording flagged for swearing, frustration, a request for a manager, a threat to leave or a caller in distress, with caller sentiment and a resolution score. Search what was actually said.
Tone of voice, not just words
The AI listens as well as reads — positivity, energy, calm, anger and stress, a mood timeline through the call, and moments where the tone does not match the words.
Conversation metrics
Talk ratio, talking over, silence, longest monologue, words per minute and response time, so coaching is based on what happened rather than impressions.
Daily insight
An AI review of the day per business, department and agent — a health score, mood, churn risk, missed revenue, why people called, calls worth a listen, and suggested actions with an owner.
Disposition
Every call classified into your own categories — leak repair, quote request, booking change, billing — within minutes, so you can see what people actually ring about.
Sensitive data masked automatically
Card numbers, CVVs, tax file numbers, Medicare numbers, ABNs, bank details and addresses are masked in the transcript and bleeped in the audio, so recordings are safe to keep.
Call flow map
A live, interactive map of trunks, numbers, IVRs, queues and extensions built straight from your 3CX configuration — with after-hours and holiday overlays and call volume on the routes.
Why we built it ourselves
The alternatives charge per minute for transcription and per seat for AI, which means the more you use them the more careful you become about using them — exactly backwards. Ours runs on TelcoCentric hardware in Australia, so there is no meter running, no volume to budget for, and no question about where recordings of your customers are stored.
Where it earns its keep
Contact centres and any team where the phone is the front door. The missed-callers list alone tends to pay for it in the first month, because it turns "we were busy" into a list of people to ring back with a status against each. After that it is the QA scorecards — coaching everybody on every call rather than the handful someone had time to listen to.
Compliance without the manual work
Automatic masking of payment and personal information means call recordings can be retained without becoming a liability, and the SLA and after-hours reporting uses the schedules already configured in your system rather than a second set someone has to keep in step.
Frequently asked questions
Is the reporting and quality suite included, or an add-on?
It is part of our managed phone service, not a metered add-on. There is no per-minute transcription charge and no per-seat AI fee, because it runs on TelcoCentric hardware in Australia rather than on someone else's cloud.
Where are the recordings and transcripts processed and stored?
On our own infrastructure in Australian data centres. Payment card numbers and personal information are detected and masked in the transcript and removed from the audio automatically, so recordings can be kept under your retention policy without becoming a liability.
Does it replace 3CX's built-in reports?
It sits alongside them and goes further. 3CX's reports are useful for basic queue statistics; ours are built from the same PBX records but add the why — why a call was missed, whether the caller was ever rung back, what was said, how it sounded, and what to do about it — and they reconcile to the call log every time.
What support do I get?
Unlimited support from our Adelaide-based team is included. Log a fault online, call us, or let a technician connect with our remote support client. Managed customers have 24/7 coverage.
Still have questions? Talk to a local specialist — no call centre, no scripts. Contact us
Industries
3CX Call Reporting & Analytics for your industry
Healthcare & Allied Health
Medical, dental and allied health practices that cannot afford a phone that rings out or a record that is not there.
See how we helpLegal & Professional Services
Law, accounting and advisory firms where confidentiality, billable time and reliable communication are non-negotiable.
See how we helpReal Estate & Property
Agencies and property managers who live on the phone, work from open homes, and cannot lose a lead.
See how we helpConstruction & Trades
Builders, trades and contractors with a team on the road, a site office that moves, and jobs that cannot wait for IT.
See how we helpReviews
What our customers say
★★★★★
We recently brought our phone system into the 21st century, and the switch has been fantastic. From the first call, the team was responsive, professional, and genuinely helpful in getting everything set up. The onboarding process…
★★★★★
The whole team at TelcoCentric have been fantastic. The support we've received throughout the process has been great. Definitely recommend!
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Ready to talk about 3CX Call Reporting & Analytics?
Tell us what you have today and what is not working. We will come back with a plain-English recommendation and a quote.
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- Titanium 3CX Partner, one of six in Australia