This article will provide a breakdown of the available reports and their functions with the Enterprise 1Stream License.
1Stream Level Feature Notice
This feature is available for only Enterprise 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.
Want Additional Reporting?
For additional reporting, we offer the following options:
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.
Used to the Enterprise Portal?
If you are accustomed to finding these reports in the Enterprise portal, it has been merged into the 1Stream Admin portal. All reports should be found under the Reports icon.
Available Enterprise License Reports
In the graph below, the current list of available reports that are available for Enterprise licensed users.
|
Report Title |
Description |
| Agent Summary Report | This report groups inbound, outbound and custom status metrics by agent for a given date range. This report uses AHT to average handle time and RONO to ring out no answer calls sent to an agent from a queue. |
| Agent Summary Report - Daily | This report is identical to the Agent Summary Report, but groups by both agent and day. This report will include rows for each agent and day for the desired date range specified on the report. |
| Agent Activity Report | This report provides a side by side comparison of custom status usage and phone calls taken with a summary block for each agent. |
| Ring Out/No Answer Report (RONAs) | This report shows calls that were presented to the agents of a queue but went unanswered. |
| Daily Summary Report | This report graphically shows calls in, out, serviced and unanswered for a given date range, grouping data by day. |
| Call Summary Report | This report provides an export of the summarized call logs. |
| Agents In Queue Statistics | This report provides a summary report of the agents who take queue calls. |
| Agent Activity Report | This report blends call activity with changes in custom statuses via AUX Codes. This report includes a summary block for each of the selected extensions. |
| Workforce Dashboard | This report provides a graphical view of incoming calls broken down by the half hour, in conjunction with agents scheduled and queue wait times. This report also has scheduled and schedule adherence sections for agents. |
| Ring Group Statistics | This report provides a summary report of the agents who take calls from Ring Groups. |
| Call Disposition Report | This report provides a transaction styled account of of the call disposition data collected on the incoming calls from agents. |
| Call Distribution | This report graphically shows the calls that go in and out for a given date range, grouping data by day. |
| Client Queue Wait Time | This report allows a filtered view of incoming calls based on a caller id selection for a client. |
| Queue Summary Report - Daily w/ Graph | This report provides summaries of queue activity with summary graph toward the top. |
| Call Summary Report - By Agents of Queue | This report is a modified version of the Call Summary report, but allows the filtering of results by a specific extension or queue. When a queue is selected, the agents of that queue will be filters. |
| Failed Call Backs | This report shows information on incoming queue calls that used the call back feature but were not successful in the call back. |
| Queue Summary Report - Quarter Hour | This report shows incoming calls broken down by half hour for a given date range. This report may be filtered on custom filter groups or agents of a queue selection. |
| Half Hour Summary Report | This report shows incoming calls broken down by half hour for a given date range. This report may be filtered on custom filter groups or agents of a queue selection. |
| Answered / Unanswered Summary Report | |
| Queue Summary Report | This report provides summaries for queues, including SLA data. |
| Queue Summary Report - Daily - UM Combined | This report provides summaries for queues, including SLA data, grouped by day. |
| Call Transfer Report | This report shows incoming calls that have passed through a queue and were transferred to another queue by an agent. |
| RONA Report | This report provides a detailed listing of ring out/no answer queues calls that were routed to an agent that did not answer while they were in an available state. |
| Missed Voice Mails | This report shows the unanswered calls that rolled to voicemail. |
| Call Center KPI - by Queue | |
| Call Center KPI - by Agent | |
| Agent Call Scoring Summary Report | |
| Transfers Report | This report shows the transfer activity by agents with the design to minimize unnecessary transfers. |