Required Subscription: Mitel MiVC
Required Permission Level: Administrator
Mitel (ShoreTel) Auto-Attendants are a black box to outside developers. Brightmetrics can see a call go into an AA and come out, but has no way of knowing what happens while it is inside — what options were pressed, which sub-menus were visited, etc.
However, with a little ingenuity, you can build reports that show exactly what happens in your Auto-Attendants and follow any call flow.
Using empty Workgroups as measurement points
Mitel (ShoreTel) Workgroups are powerful for distributing calls among agents, but you can also use them as measurement points within AA menus. Since you can report on a Workgroup the same way you report on any other extension, you can use this to see what callers are doing inside your AA menus.
For example, say you have the following AA menu:
There is no way to see how many calls chose to go to the Sales AA versus the Customer Service AA. However, if you insert an empty Workgroup into the equation, your AA tree would look like this:
Replace the route points in the diagram above with empty Workgroups that forward to the next destination or menu when no agents are logged in — which should always be the case.
With those Workgroups automatically forwarding to the appropriate AA, the call flows from the original AA to the Workgroup and back into the designated AA. This is nearly transparent to the caller (they will hear one partial ring), but you can now build reports around those Workgroups to see how many people are selecting each option in your Auto-Attendant.
When you drill into any individual call, you will also be able to see the Workgroups the caller passed through and know exactly the path they took to reach their destination.
Questions or feedback? Please email us at support@brightmetrics.com.