Overview

In addition to the Enhanced Queue Reporting Dashboard in the OnSIP app, Enhanced Queues allow you to receive periodic email summaries of your queues' performance. As an Account Admin, you can select to send daily, weekly, monthly, or quarterly summaries of your Enhanced Queue's historical reports. Email Reports are included with Enhanced Queues at no additional cost.

Configuring Email Reports

Setting up Email Reports for your ACD Queue is a short process and can be completed through the Admin Portal. First, on the ACD Queues Menu, find and click on the ACD Queue blue arrow dropdown that you'd like Email Reports for, and locate the tab" Enhanced Queue." Choose the checkmark to Enable queue reporting.

Note:  Enhanced queue: $14.95/month per agent. Includes basic queue features, plus reporting and call recording capabilities. Reports are not available in Simple Queues.

• Click the Email reports dropdown in the Email Reports section to choose the frequency of the email reports (Daily / Weekly / Monthly / Quarterly).  Next enter the email address to which the report should be sent. To add another email recipient, click the Add another email link and repeat the frequency and email.
• Up to 7 Email Reports may be configured for each Enhanced Queue.
• When done, click the "save changes”.
• Reports are emailed as attached .CSV files.

Frequency of Reports

When configuring Email Reports, you can choose to have them sent Daily, Weekly, Monthly, or Quarterly.

1. Daily reports are sent each morning, containing summaries of the previous day's queue activity.
2. Weekly reports are sent each week on Monday morning, containing a summary of the previous week's queue activity.  Weeks are tracked Monday to Sunday.
3. Monthly reports are sent out on the first of each month, containing a summary of the previous month's queue activity.
4. Quarterly reports are sent out on the 1st of January, April, July, and October.  Quarterly reports contain a summary of the queue's activity over the past three months.