Required Subscription: Mitel MiVC, MVCCC
Required Permission Level: Reports and Dashboard Creator
When running a report in Mitel's MVCCC (ShoreTel ECC) and trying to replicate it in Brightmetrics, you may find that some fields don't match up exactly. Most of the time, discrepancies are minimal — off by a few counts or a percentage point or so. This is actually one of the reasons many customers prefer Brightmetrics as their primary reporting perspective.
Mitel MVCCC only shows summary data and does not provide any way to drill through to see the underlying records those summaries are built from. Brightmetrics, by contrast, does allow you to drill through to the detail records reflected in our summary reports. We can do this because we build our own data source using the MVCCC CCIR event records, since Mitel does not provide a native MVCCC data source for third-party reporting. As a result, the two tools are generating reports from different data sets, and there is no way to make them exactly match — both sources are outside our control.
What is Mitel MVCCC CCIR?
Mitel developed the Contact Center Interaction Reports (CCIR) database event stream. The CCIR database contains many inter-related tables representing all kinds of call and agent events. The database schema is available from Mitel, but it is generally up to the customer and third-party tools to mine the data they need. Brightmetrics uses this CCIR data, which is written by Mitel MVCCC event feeds, but it is not always identical to what you see in MVCCC's built-in summary reports.
What if the discrepancies are more than minor?
If you're seeing larger-than-expected differences, the most common cause is mismatched filter selections between the two reports. Before comparing, make sure both reports use the same:
- Date and time filters
- Group and agent filters
Here are a few common examples of how reports compare between the two systems.
DNIS Report from Mitel
Group Data Report from Brightmetrics with DNIS-DNIS Name
Group Data Report from Mitel
Group Data Report from Brightmetrics
Brightmetrics only shows calls that were accepted, because no data is logged to CCIR for a group if the call was offered but not accepted (i.e., deflected). This happens most often in groups with no agents logged in, and possibly also with shift rules.
The calculated field Call Count - Answered includes calls answered by members of the group and calls answered by members of another group (overflow). It reflects the ultimate disposition of the call being answered. If you want to see only calls answered by members of a specific group, you can break out call count by exit reason or create a custom calculated field that sums Call Count - Answered with an exit reason of AgentAnswered only. See our article on Custom Calculated Fields for steps.
For wait time, talk time, and wrap time, Brightmetrics goes by the times Mitel logs to the CCIR data. You can drill into the detail to see how every call affects your averages. Note that Mitel MVCCC includes both talk and hold time in "Avg Talk Time," while Brightmetrics breaks those out separately. If you want a combined figure, you can use avg treatment time (talk + hold + wrap) or create a custom calculated field for talk + hold.
Whenever fields don't match up between the two systems, chances are the same data is being shown just presented differently. If discrepancies are significant, we're always available to look deeper into why with you — reach out at support@brightmetrics.com.