This article will provide a walkthrough of the available reports that are found in the 1Stream platform.
1Stream Level Feature Notice
This feature is available for only View level 1Stream users and up. If you would like this feature to be available, then please reach out to your bvoip Sales Representative to upgrade user licensing.
Call Report Graph
The call reporting graph shown when Administrators first log into the 1Stream portal breaks down all of the call data from the connect bvoip phone system and converts it into readable and filterable data.
Adjusting the Data
The call data in the graph can be adjusted by the following criteria:
- Dates
- Teams
- Extension Users
Filtered Data
The graph also reflects call data for incoming, outbound, internal, unanswered, direct, queue based and forwarded calls in addition to break downs on total talk time and average talk time for call agents. The Activity column can break down call activity that occurred during an active call. If call recording is enabled, the recordings will also be available along with Key Segments.
How to View the Call Data
In order to view the call data that is needed, click on one of the available 0ptions:
- Click on the Gray boxes to have the filter display the call data that applies.
- Click on the number in any column for a displayed user to get User specific details.
What Constitutes an Unanswered Call?
Unanswered direct references calls that ended either at a direct outside (outside of a queue) or within an auto attendant.
Unanswered Queue references calls that were not answered that entered a queue.
If unanswered calls are seen associated with a user but that the call was answered, this would mean that an agent didn't answer a call when it was presented to them through the queue, but another agent did answer it.
When a call shows unanswered in both of the break down and surface filter statistics, this means that the call human never fielded the call.
Want Additional Reporting?
For additional reporting, we offer the following options:
- Pulling Reports in 1Stream
- Upgrade to Enterprise Licensing
- Power Bi Integration
- BrightGauge Integration
- MSPBots Integration
If you are not seeing the desired sort of reports, please reach out to our support team with your request or submit an idea request.