Required Subscription: Mitel MiVC
Required Permission Level: Reports and Dashboard Creator
In the Users (Call Party Report) section and Hunt Groups section of Reports, once you select the report and choose to expand on Fields on the left you will have the option to add Prev Party Name/Extension/Type and Next Name/Extension/Type/Reason as an available dimension as shown here:
As shown in the example screenshot below they are all available dimensions that can be added to the Rows or Columns within your report:
You may be wondering, "what are some reasons why I'd need to use Prev Party or Next Party?" Well, we're glad you asked... here are a few of the most common examples we encounter in our support to our customers that highlight how useful this can be:
Example 1: A report on Call Re-queue: A Re-Queue would be a use case where you wish to see WG to Agent to WG
Step 1: Select Reports
Step 2: Select Standard Reports
Step 3: Select User Activity Detail from the report options and then open up Fields on the left of the report
Step 4: Ensure each of the dimensions listed here below appear on the top of the report as filters by clicking on the 3 dots menu to the right of each and choosing Add Filter
- Party Type
- Prev Party Type
- Next Party Type
- Call Date/Time
Once you have added each dimension the options to filter will appear on the top of the report
Step 5: Set up the report filters and layout as shown by clicking on each of them and adjusting them as noted here below:
- Next Party Type and Previous Party Type: select Workgroup
- Party Type: select WorkgroupAgent
- Define your Call Date/Time parameters as desired
- Set up your Rows with Next Party Name and Columns as shown above with Call Date/Time, Prev Party Name and Party Name
- Click Run Report
Example 2: Receptionist, Call Activity Summary Report modification where you want to understand:
a) How many of Hunt Group Calls is the Receptionist Answering:
b) Where are the highest destinations of her transfers:
Step 1: Select Reports
Step 2: Select Standard Reports
Step 3: Select Hunt Group Call Disposition standard template from the side menu and then open up Fields on the left
Step 4: Click on the 3 dots menu next to:
- Party Name
- Next Party Reason
Step 5: Once you have clicked the 3 dots menu next to the dimensions the options to filter will appear on the top, set up the report as shown with
- Party Name: select your receptionist
- Next Party Reason: select Transfer
- Specify your Call Date/Time as desired
Step 6: Set up your Rows as shown with Party Name, Next Party Reason and Next Party Name. Ensure Values are set up as shown in the example above.
Step 7: Click Run Report
Example 3: Build a report to show how many times at an employee’s extension, where the caller went to voicemail, if 0 was pressed transfers back to the main customer service line
Step 1: Select Reports
Step 2: Select Standard Reports
Step 3: Select User Activity Detail from the report options and then open up Fields on the left of the report
- Party Type
- Prev Party Type
- Call Date/Time
Step 5: Once you have added each as a filter the options to filter will appear on the top, set up the report as shown with
- Party Type: select Workgroup
- Prev Party Name: select Voicemail
- Specify your Call Date/Time
Step 6: Set up your Columns as shown above with Call Date/Time, CallerID, Dialed Number, Call Type, Prev Party Name, Party Name, Extension, Next Party Name, Next Party Extension
Step 7: Click Run Report
Example 4: Tracking Conference Calls By Extension/Party Name
Step 1: Select Reports
Step 2: Select Standard Reports
Step 3: Select User Activity Detail from the report options and then open up Fields on the left of the report
Step 4: Select your Date Range
Step 5: Click the 3 dots menu next to Extension and the filter will appear on the top and you can select One or Multiple and input the extension(s) you wish to report on. Then if you wish for the extension to appear in the report drag and drop the dimension into the "Group By" as shown.
Step 6: Click the 3 dots menu next to Next Party Reason and the filter will appear on the top and you can select One or Multiple and input the Next Party Reason of Conference. Then if you wish for the Next Party Reason to appear in the report drag and drop the dimension into the "Group By" as shown.
Step 7: Click Run Report
There are many other reasons you may want to use the Prev and Next Party dimensions to fit your needs as well. Please let us know if we can be of additional assistance while building out your reports by contacting us at support@brightmetrics.com.
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