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Interact with 3CX telephony system
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Overview

This node interacts with the 3CX telephony system to download chat performance reports for a specific queue. It is designed to retrieve detailed metrics about chat interactions handled by a particular queue within a defined time range. This can be useful for contact center managers or analysts who want to monitor and evaluate the performance of chat queues, identify bottlenecks, or generate reports for operational insights.

A practical example use case would be:

  • Downloading chat performance data for a customer support queue over the last week to analyze agent responsiveness and chat volumes.
  • Filtering and sorting the report data to focus on top-performing agents or peak chat times.

Properties

Name Meaning
Queue Dn Str The identifier string of the queue for which the chat performance report is requested.
Start Dt The start date/time for the report data range (e.g., "2024-01-01T00:00:00Z").
End Dt The end date/time for the report data range (e.g., "2024-01-07T23:59:59Z").
Participant Type Numeric value indicating the type of participant in the chat (e.g., agent, customer).
Options Additional query options to customize the report output:
- Top Limit the number of items returned to the first n entries.
- Skip Skip the first n items in the result set.
- Search Search phrase(s) to filter items by text matching.
- Filter OData-style filter expression to restrict results by property values (e.g., State eq 'Connected').
- Count Boolean flag to include the total count of items in the response.
- Select Comma-separated list of properties to return (e.g., Id,Name).
- Orderby Comma-separated list of properties to order results by, with optional direction (e.g., Name desc).
- Expand Related entities to expand inline in the response (e.g., related objects or metadata).

Output

The node outputs JSON data representing the downloaded queue chat performance report. The structure typically includes an array of chat performance records, each containing metrics and details relevant to the specified queue and time range. The exact fields depend on the API response but generally include identifiers, timestamps, participant info, and performance statistics.

If binary data were involved (e.g., file downloads), it would be summarized here, but this node appears to handle JSON data only.

Dependencies

  • Requires an API key credential for authenticating with the 3CX telephony system.
  • Needs the base URL of the 3CX server configured in credentials.
  • The node uses HTTP requests to the 3CX API endpoint /xapi/v1 to fetch report data.
  • No additional external dependencies are indicated.

Troubleshooting

  • Common issues:

    • Invalid or missing API credentials will cause authentication failures.
    • Incorrect date formats for Start Dt or End Dt may lead to request errors.
    • Providing invalid filter or search expressions could result in API errors.
    • Network connectivity problems to the 3CX server will prevent data retrieval.

  • Error messages:

    • Authentication errors usually indicate invalid or expired API tokens; reconfigure credentials.
    • Validation errors on input parameters suggest checking the format and required fields.
    • API rate limits or server errors should be retried after some delay or checked with the 3CX administrator.

Links and References

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