Required Subscription Add-On: Real Time Dashboard Services
Required Subscription Add-On (only if using Real Time Dashboard services as a Mitel MIVOICE Connect Contact Center (MVCCC)(ShoreTel ECC) customer): Brightmetrics MIVOICE Connect Contact Center (MVCCC)(ShoreTel ECC) Analytics Services
Some users of our Real Time Dashboard services don't know that when you hover over the sections within our standard template Agent Status Timeline Chart, you can see a lot of great details around that call like when the call began, talk time, hold time, when it ended, etc. This can be really helpful to get some quick context around activity for that agent and the call, but what if you could jump right into the most detailed perspective available for that call to immediately see the entire experience for the customer and your team? With our latest release, now you can drill straight to what we call the "Cradle to Grave" report to show you a visualization of all the details surrounding your MIVOICE Connect and Contact Center calls.