Required Subscription: Mitel MVCCC (ShoreTel ECC)
Required Permission Level:
- To enable a Real Time Dashboard with CCGS: Administrator
- To use a Real Time Dashboard enabled with CCGS: Reports and Dashboard Creator
Real Time Mitel MVCCC (ShoreTel ECC) Call Center Group Supervisor (CCGS) lets you take action on the insights provided by your Brightmetrics Real Time Dashboards. With CCGS, you can manage agents and groups — logging employees in and out and putting them into or removing them from release — all on the fly in Brightmetrics, and even from a mobile device.
Agents can be logged in to any group, whether they are a member of that group or not.
Configure a Real Time Dashboard with CCGS
You'll need to configure the Real Time Dashboard tab with CCGS in Edit Dashboards mode. Start with a Dashboard tab using a chart from the Real Time Data Source Group:
And any MVCCC Real Time Data Source Instances:
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1
Navigate to Dashboards. -
2
Click the pencil icon below the dashboard tab name to edit the RT MVCCC enabled dashboard where you want to deploy CCGS.
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3
Click Dashboard Settings.
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4
Check the option to Enable Call Center Group Supervisor for MVCCC. -
5
Click Apply.
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6
Save the Dashboard tab.
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7
Navigate back to the Dashboard to start using CCGS.
Using CCGS
Launch CCGS
Once CCGS is configured, you'll see a new icon in the upper right-hand corner of your Real Time Charts. This icon launches the Call Center Group Supervisor:
Within CCGS
Use the lists and tiles within CCGS to verify statuses, find the right agents and groups, and immediately implement the changes needed to optimize your customer experience.
CCGS audit log data and Dashboard Ticker options can be viewed by account admins under Admin Tools in the sidebar menu. These do not require the Enterprise reporting module add-on.
Questions or feedback? Please email us at support@brightmetrics.com.