Mitel MIVOICE Connect Contact Center Email and Chat Reporting

Brightmetrics includes the ability to run summary and detailed reporting and Dashboards with your ACD Emails and Chats. Team leaders can now get a unified view of multi-channel agent engagements on a single pane of glass, alongside all your call types — with the ability to filter, group, and visualize by Call Type.

In any report or chart using the MiVoice Connect Contact Center (MVCCC) data source:

1. 1

   Select the Call Type dimension as a filter.

2. 2

   Within the filter, select ACDChat and/or ACDEmail as the call types you want to include.

3. 3

   Run your reports and charts. Your ACD Emails and Chats will now be depicted alongside your other call types.

   

   

This data also carries through into your Cradle to Grave perspectives when you drill into a record:

For ACDChat call types, the IP address of the customer engaged in the chat with the ECC agent is also available, populated by ECC. This is displayed under the Caller ID field and can be seen in Agent, Group, or Service detail reports:

Questions or feedback? Please email us at support@brightmetrics.com.