Instant insights with AI analytics from 3CX
3CX’s AI Reports provide instant visibility into customer interactions and agent performance. Mood analysis tracks customer sentiment across agents and queues, helping you identify trends fast. Auto call summaries capture key details allowing quick decisions without digging through transcripts. AI-enhanced reporting goes beyond standard metrics. Sentiment tracking, call summaries, and transcription options give you accurate and actionable data in one place. With 3CX, you can choose from three transcription providers - Google, 3CX, or OpenAI - each offering unique benefits. This flexibility allows you to select the best fit for your business. Get a clear view of every interaction and make decisions that improve business ops and drive customer satisfaction.Capture caller sentiment instantly
AI-driven sentiment scores give managers a clear view of customer mood across agents, queues, and ring groups. Easily track patterns and identify areas that need attention.
Summaries for faster decision-making
Automatic call summaries provide key details at a glance. Spot common issues quickly and use these insights to enhance service quality without wasting time going through full transcripts.Better reporting smarter adjustments
AI enriches standard reports, allowing you to view sentiment averages across call logs, extensions, and queues. Get a real-time pulse on performance and make adjustments with confidence.Discover more benefits
Save up to 80% on
your phone bills
Easy management
on-premise or hosted
Most secure PBX
on the market
AI call transcription
& AI call analytics
Remote work with
3CX mobile apps
Not just calls, Live Chat,
SMS, WhatsApp
App free video
conferencing
Call Center Icon
Advanced call center
features & reporting
Your questions answered...
AI Reporting includes call transcription, voicemail transcription, summaries, and sentiment analysis. Voicemail transcription is now included in the PRO edition, while full call transcription and analytics require the ENT edition. Each transcribed call or voicemail is summarized with a sentiment score, giving you insights into caller mood and overall interaction quality across queues, ring groups, and agents.
An 3CX Enterprise edition license is required if you want to access full call transcription and analytics AI Reporting - including sentiment and summary features. In the PRO edition license, Voicemail transcription is included.
Sentiment analysis allows you to see trends in customer satisfaction by displaying average sentiment scores for specific agents, queues, and ring groups. This helps you understand how customers feel about their interactions and identify areas for improvement.
By viewing sentiment scores for individual agents, managers can identify strengths and areas needing support. High scores indicate positive interactions, while lower scores can highlight areas for targeted coaching.
When AI is enabled, these reports include AI summaries and sentiment scores:
- Call Log: Shows transcription, summary, and sentiment score per call.
- Extension Statistics: Includes average sentiment score with filtering options.
- Ring Groups: Displays sentiment score aggregated by ring group.
- Queue Answered Calls by Waiting Time: Shows sentiment scores for calls serviced after specific wait times.
3CX now offers three transcription options to suit your needs: Google, 3CX, and OpenAI. Choose the provider that fits your business requirements.
