--- title: Introduction excerpt: "Expert Statistics turns raw phone system data into clear dashboards, automated reports, and AI-driven insights for the managers who run a phone operation." order: 1 --- ## Introduction Expert Statistics turns raw phone system data into clear dashboards, automated reports, and actionable insights. It is designed for the managers who have to answer for how their phone operation is performing: customer service managers, sales directors, IT and operations leaders, and executives of small and mid-sized businesses. Most phone systems are a black box. A manager knows calls come in and calls go out, but cannot easily say how many callers went unanswered last Tuesday at eleven in the morning, which agents are consistently strong performers, or whether peak hours have shifted since the last hiring round. Native reporting in a PBX gives you a call log and a few totals. It does not give you a live operational view, automated weekly summaries, threshold-based alerts, or the ability to drill from a single number down to the exact hour, queue, and agent behind it. Expert Statistics fills that gap. It collects call and agent data from your PBX, stores it in high-performance analytical databases, and presents it through real-time dashboards, granular historical reports, scheduled email deliveries, and an AI assistant that answers questions in plain language. Whether you manage a four-person reception team or a call operation with a hundred agents, Expert Statistics gives you the instrument panel you need to run it with confidence. ## What is Expert Statistics? Expert Statistics is a CX-Engine product: an advanced analytics and reporting layer that sits on top of your PBX phone system. The public positioning describes it plainly: "Advanced Dashboards and Reporting for Your Phone System," built to help you "finally understand what your phone system reveals about your business." 3CX is the primary supported PBX, and Yeastar is also supported. The system captures and analyses every meaningful dimension of your telephony: - **Call details** — inbound, outbound, internal and transfer calls, their duration, their outcome, and the path they took through the system. - **Agent activity** — status changes, connection and registration times, availability, and queue participation. - **Queue performance** — call volumes, wait times, answer rates, abandonment, and pre-answer behaviour. - **Number-level metrics** — DID (Direct Inward Dialing) performance, caller-number history, and call origins. - **Time-based patterns** — quarter-hourly, hourly, daily, weekly, weekday, and monthly trends. That data is transformed into dashboards, reports, and visualisations that a business user can read without any technical background, plus an AI layer that can surface anomalies and answer questions directly. Expert Statistics is a product with a defined feature set, not a custom development platform. It configures deeply to your organisation, but its reports and analytics work within the framework described in this documentation. ## Key Benefits for Your Business ### Complete operational visibility Turn complex call data into clear visual insights. See what is happening right now on a live dashboard, understand what happened over any past period, and identify exactly where the gaps are: by hour, by queue, by agent, and by phone number. ### Data-driven decision making Move beyond impressions and anecdotes. Concrete, measurable data about staffing, answer rates, wait times, and call outcomes lets you make informed decisions about scheduling, training, process changes, and resource allocation. ### Improved customer service quality Identify peak periods and coverage gaps, such as the classic drop in answer rate during the lunch window, and act on them before they cost you customers. Track answer rates and wait times so callers reach a person quickly. ### Performance coaching and accountability Compare individual agent performance objectively. Recognise top performers, understand what makes them successful, and give struggling agents specific, data-backed feedback instead of general impressions. ### Cost optimisation Understand your true call patterns, optimise queue configuration and routing, and align staffing with real demand rather than guesswork. ### Proactive problem detection Configure alerts and let the AI monitor for anomalies. Catch a rising abandonment rate or an unusual volume change while you can still respond to it, not weeks later in a satisfaction survey. ### Macro views across the organisation Aggregate performance across departments, locations, queues, and extensions to produce the high-level view an executive needs, without manual spreadsheet work. ## How Expert Statistics Works Understanding the architecture helps explain why the product behaves the way it does. Expert Statistics is delivered as a two-tier system: 1. **The Expert Statistics engine** is a dedicated analytics API. It stores relational data in a standard database and stores high-volume call analytics in ClickHouse, a columnar database built for fast aggregation over millions of records. All call analytics, KPIs, inbound and outbound breakdowns, origins, and agent statistics are computed by querying ClickHouse. 2. **The customer portal** is the web interface where managers work. The browser never talks to the analytics engine directly. It talks to a secure relay that holds the engine credentials server-side and strips sensitive fields before returning data. This keeps the analytics token out of the browser and lets the portal cache frequently requested views (for example, live agent status is cached for a few seconds so a busy dashboard does not overload the engine). Two characteristics of the engine are worth highlighting for accuracy: - **Reporting is timezone-aware.** The production reporting path uses precomputed local-time columns, so hourly and quarter-hourly breakdowns reflect your local time, with daylight-saving transitions handled correctly rather than through manual offsets. - **Data is modelled as call segments.** Each call is a set of segments. The "offered" or ringing leg and the "answered" or talking leg are tracked separately, which is what allows Expert Statistics to distinguish, for example, a call that was offered to an agent from a call that was actually answered, and to compute talk time precisely. Access to Expert Statistics is tied to an active subscription. Users without an active subscription are guided to a "Get Started" page. AI features are enabled per host and only appear when AI has been activated for that phone system. ## Next steps Now that you understand what Expert Statistics is and how it works, continue with: - [Core Features](/en/docs/expert-statistics/core-features) — a full tour of the analytics, reports, and dashboards. - [AI Features](/en/docs/expert-statistics/ai-features) — the intelligent layer: AI Chat, Analytics, Alerts, Dashboard, and Learning. - [Call Accounting Concepts](/en/docs/expert-statistics/call-accounting) — how calls, solicitations, abandonment, and consolidation are counted. - [Getting Started](/en/docs/expert-statistics/getting-started) — provisioning, setup, and your first steps in the portal.