What your team sees on every call. What you see across every team.
Workforce gives operators the customer context, cross-system data, and queue tools they need to handle calls without re-keying. Intelligence gives supervisors the call + PSA reporting and AI insights to see how it’s all working.
Workforce & Intelligence is the layer of 1Stream your team uses every day. Workforce features are operator-facing: screen pop with PSA context, cross-system data entry, skill-based routing, queue callbacks, and supervisor barge/whisper/coach. Intelligence features are supervisor-facing: combined call + PSA reporting, real-time wallboards, and AI-powered insights from the Auto-Notetaking and AI Alerting agents. Same platform, same data, two views.
Every operator gets the same workspace: caller identity, open tickets, recent activity, AI suggestions, and the ability to write back to every system without leaving the screen.
Inbound calls automatically surface the caller's identity, company, open tickets, and recent activity from your PSA. Operators see who is calling and why before they answer.
Write call notes, create tickets, log time, and update contacts across multiple systems from a single interface. No re-keying the same data into the PSA, the CRM, and the documentation tool.
Route calls to the right operator based on skill, language, account assignment, or queue priority. Offer callbacks instead of hold time. Reduce abandoned calls and improve first-call resolution.
When an operator transfers a call, all the screen pop context and notes go with it. The receiving operator picks up where the previous one left off, no story restart required.
Supervisors can listen in silently (monitor), speak privately to the operator (whisper), or join as a third party (barge). Coach operators in real time on live customer interactions.
Progressive and preview dialer modes for sales follow-ups, collection calls, and proactive outreach. Pulls call lists directly from your CRM. Logs every attempt back to the record automatically.
Screen pops. Context. Tools to handle calls without re-keying.
Combined reporting. AI insights. Performance trends across every team.
Same platform. Same data. Two views.
Combined call and PSA data in one place. Real-time queues. AI agents writing back to tickets without operator effort. Performance trends supervisors can act on instead of guess at.
Live operational view: calls in queue, longest wait, operator availability, average handle time, service level. Visible to supervisors on browser or projected to a TV in the operations area.
Cross-reference call data with PSA ticket data. Calls per client, time per ticket category, operators closing more tickets per call. Answer real questions without spreadsheet exports.
Calls are transcribed and summarized automatically. The summary, action items, and time entry write back to the PSA ticket without operator effort. See the agent
AI watches call and ticket activity for anomalies (queue spikes, after-hours volume jumps, repeat callers, sentiment drops) and proactively alerts supervisors. Catches problems before clients escalate.
Trend reporting across operators, queues, clients, and ticket categories. Identify who is scaling well, which clients are getting more calls, which categories are growing quarter over quarter.
After-hours and on-call routing intelligence. Knows the on-call schedule across multiple clients, routes urgent calls to the right tech, and falls back automatically if the first responder doesn't pick up.
Six questions about how Workforce and Intelligence fit together and which plan tier you need.
Workforce features are the operator-facing tools your team uses on every call: screen pops with PSA context, cross-system data entry, skill-based routing, queue callbacks, transfer with context, and supervisor barge/whisper/coach. Intelligence features are the leadership-facing layer: combined call and PSA reporting, real-time wallboards, AI Auto-Notetaking, AI Alerting, and performance trends. Same platform, same data, two views.
The contact center workforce features (skill-based routing, queue callbacks, supervisor barge/whisper/coach, real-time wallboards, outbound dialer) are included with the Engage tier. Screen pop and PSA integration are included starting with the View tier. The full AI-powered intelligence layer including Auto-Notetaking, AI Alerting, and Signal On-Call is included with the Intelligence tier.
No. 1Stream's Workforce features are about the operator workspace, not shift scheduling or time clock management. The platform integrates with your existing workforce tools where those exist. The focus is on what the operator sees and does on every call, not on managing when they work.
Yes. 1Stream's combined call and PSA reporting cross-references call data with ConnectWise Manage, Autotask, or HaloPSA ticket data. You can answer questions like "how many calls hit each client this month, and how many ticket hours did those calls drive" or "which operators close more tickets per call." No spreadsheet exports or manual joining required.
When an operator transfers a call to a teammate, the platform passes along all the context that was on the operator's screen: the caller's identity, their open tickets, the notes the first operator typed, and the AI-generated transcript so far. The receiving operator sees the same screen the first operator was looking at. No "who am I again, what was this about" restart for the caller.
The AI Alerting agent watches call activity, queue health, and ticket activity for unusual patterns. If a queue suddenly spikes, if after-hours volume jumps for a specific client, if the same caller has hit your line five times in an hour, or if call sentiment drops on a major account, supervisors get a proactive alert. It catches problems before clients escalate.
Twenty minutes. We’ll show you the operator workspace from a tech’s seat, then the supervisor dashboard from your seat. Same call, two views.
