Business Voice - Reports User Guide (formerly StarReporter)

Owned by Jeff Martis
Last updated: May 06, 2024 by Bob Young
8 min read

Overview

BV Reports is the enhanced reporting engine for the Business Voice platform that allows customers to visualize call statistics (inbound, outbound, missed, etc.) across single or multiple locations based on extensions, DIDs, ring groups and queues. Users can also now see SMS and fax usage along with call recording and voicemail activity across all their locations.

This feature is available on both BV and BV+ locations but is based on user licenses to access the data.

Note: Our new BV Reports has replaced StarReporter.

How to Access BV Reports

Basic Navigation in BV Reports

In order to view any of the reports in BV Reports, the customer must have at least ONE BV Reports (formerly StarReporter) license assigned to a user at any of their locations. To assign a license, please reach out to the Order Management team- once licenses have been added to the customer location, Partners/ Customer admins will be able to assign to users as needed.

â‘  User Information: In this section, the user can see who is logged in, open the Tutorial, and Log out of BV Reports.

  • Click the icon to open the quick tutorial on the BV Reports.

  • Click the icon will log out of BV Reports.

â‘¡ Breadcrumb path: This area will show you which customer is being currently viewed. As reports are selected, users will be taken further into the breadcrumb to show which types of reports are being viewed as well.

â‘¢ Search bar: This new functionality allows Partners to search through and display reporting for all their customers in BV Reports. Permissions are mirrored based on the Business Voice portal so Partners will only be able to search and view their own customers. Sangoma Admins will be able to view all customers. NOTE: To view any reporting information, at least one user at one location needs to be assigned with a BV Reports (StarReporter) license.

â‘£ View Scheduled Reports: This is where users can view their previously scheduled reports.

⑤ User View: This option allows users to change the presentation layout of available reports from a list to a grid/ card view:

â‘¥ Reports available: These are all the pre-configured reports available to the selected customer.

There are 10 base reports available in BV Reports that cover various business areas and address multiple requirements.

Location: These reports are designed to summarize activity for various date ranges across locations. Data is presented back displaying all selected locations, total calls (inbound, outbound and internal), answered calls, missed calls, average time to answer, maximum time to answer and average time to abandon calls.

Calls: Call reports present data based on locations to show standard information on the call level including timestamps, call from/ to caller ID, call direction (inbound/ outbound), ring time, talk time, total call time and disposition. Data is further segmented into tabs to provide all calls, inbound, outbound, internal, answered or missed.

Extensions: Data is presented to display extension activity including ring time, talk time, call duration, average talk time and inbound/ outbound calls. Data is further segmented into tabs to provide a summary or detail view.

DIDs: DIDs (Direct Inward Dials) show activity based on actual numbers assigned. This report displays the total activity on all/ selected DIDs to display the total number of calls, total duration and average duration for the selected time period. Selecting any of the links in the total calls, drills down into DID detail activity to display timestamps, call from/ to and duration.

Call Recording: Call Recordings reports show call detail records for all calls that were recorded by users at selected locations. Data is presented back displaying all calling names and numbers including the destination called and the length of the recorded call- BV Reports does NOT grant access to the recordings themselves- only the details/ duration of the recordings.

Voicemail: Voicemail reports display call detail records for the instances that incoming calls result in callers leaving voicemail. Data is further segmented into tabs to provide Voicemail Pin details- shows the location that an extension belongs to and whether or not that mailbox has a pin assigned to voicemail and how many digits that pin is.

Ring Group: Ring Group reports show activity from established Ring Groups based on locations, call from/ to, caller ID, timestamp, total talk time and disposition of calls.

Queues: Queue reporting shows activity within each of the established queues across selected locations. Data is presented based on locations, timestamp, call start/ end times, event and Agent who handled the call.

SMS: Short Messaging Service (SMS) report shows a summary of total SMSs received, sent, failed and delivered based on selected locations. Data can be drilled into and further segmented into tabs to show each of the statuses above including showing the FROM and TO numbers. BV Reports does NOT grant access to the actual text messages themselves- only the details of the events.

Fax: Fax reporting shows a summary of faxes sent and received to and from assigned numbers for the customer. Data includes timestamp, fax to/ from numbers, number of pages in faxes and first/ last name of senders and recipients (if available).

Running Reports

After selecting a report the report parameters page is displayed.

  • Date Range: Reports can be run based on predetermined time frames (since the beginning of the current day, the full previous day, last 7 days, last 30 days, etc.) or can be a custom range of up to 33 days.

  • Location: All locations associated with the customer account will be available for selection in this dropdown. Users can also select/ deselect all locations as needed with the first checkbox.

  • Timezone and Observe DST: Users can also select which timezone all the data is presented in along with accounting for Daylight Savings Time.

  • When all parameters have been set, the button can be selected to run the report.

Running Reports

Once all parameters have been selected, depending on the type of report, information will be presented to the user. There are TWO views: a graphical view to visually depict a summary of the data (based on predetermined data points) OR a tabular view (with potential more drill down details).

Graphical View

To select the graphical view, ensure that the toggle is on the LEFT in the Switch View indicator. Once selected, data is presented based on preset criteria.

For example, in the Location Report example below, all calls at Location 1 are presented in the first card (on the first row) based on Inbound, Outbound and Internal Calls. The second card displays the Maximum time to Answer, Average time to Answer and Average time to Abandon. The third card plots the total of Missed and Answered calls at that location.

If there are multiple locations, then the same data type would be presented as row 2 for the second location and so on.

By clicking the ellipses (in the red box below) the graphs can also switch to display data in a donut graph or bar chart (where possible) and hovering over any of the shaded areas will trigger a floating data table of the data.

Once the report runs, the user will also be presented with the option to download the graphical summary as a .PDF (Portable Document Format) file.

Tabular View

To select the tabular view, ensure that the toggle is on the RIGHT in the Switch View indicator. Once selected, data is presented based on varying criteria depending on the report selected.

For example, in the same Location Report example below, all 4 locations appear in the table with details presented in columns. Any data values with hyperlinks will allow the user to further drill into that data.

Once the initial report has run, the user will again be presented with options to download the existing view, but it can be done as a .CSV (Comma Separated Values), .XLS (Microsoft Excel/ Google Sheets supported format) or as a .PDF (Portable Document Format) file.

Users will also be able to search through records for a specific name, number or word when looking for something specific in all the records.

Scheduling Reports

After running a report, users also have the ability to schedule a report if they would like to skip the step of manually entering the same criteria repeatedly.

Select determining criteria to generate the report and click the button.

â‘  Report Details: Provide a unique name for the report along with a valid email that the report will be delivered to. This does NOT need to be a user in the Sangoma system.

For the report format, the user has the option to have it delivered in JSON (JavaScript Object Notation), CSV, Excel or PDF.

The frequency correlates to how many times the report needs to be sent to the email recipient- options include: Once, Daily, Weekly, Monthly, Daily- Month to Date; Weekly- Month to Date and End of month.

â‘¡ Date Ranges: This area is just a confirmation of what time period the report will start and end and when it will be actually mailed to the listed email address. To make any changes to these dates, the user must make the changes to the initial report parameters and THEN select Schedule Report.

Once confirmed, the window will close and a confirmation box will appear on the top of the screen.

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