Required Subscription: MiVoice Connect Contact Center (MVCCC) / ShoreTel ECC
Required Permission Level: Reports and Dashboard Creator
Every organization has unique ways they'd like to see their team members' data displayed. Some teams want to see all agent calls regardless of whether they are internal (extension to extension) or external (placed to or received from outside the Mitel/ShoreTel system). Some only care about external calls, while others want both but need to break them out separately. The complexity increases further when breaking perspectives out by Incoming, Outgoing, ACD, Non-ACD, etc.
Brightmetrics has added the Internal/External dimension to give your team the flexibility to slice your data however you need. Here's how to use it:
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Open your report in Edit Mode (see this video for a refresher on editing reports). -
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To break your data out by this dimension, drag and drop Internal/External from the available dimensions into your Rows or Columns:
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Alternatively, to filter out either Internal or External calls, click the green plus cylinder next to the dimension name to add it to your filter set, then define how you'd like it filtered at the top of the report:
Just another way to increase your flexibility as you slice and dice the perspectives in your reports.
Questions or feedback? Please email us at support@brightmetrics.com.