Mitel MIVOICE Connect Contact Center Email and Chat Reporting

Required Subscription: Mitel MVCCC (ShoreTel ECC)

Required Permission Level: Reports and Dashboard Creator

Brightmetrics now includes the ability to run our summary and detailed reporting and Dashboards with your ACD Emails and Chats! Now your team leaders can get a circumspect view of the multi-channel engagements from their agents on a single pane of glass. These are now alongside all your "Call Types" and your perspectives can be filtered, grouped, visualized by these Call Types. 

In any Report or Chart utilizing the MIVOICE Connect Contact Center (MVCCC) Data Source

Step 1: Select the Dimension Call Type for filter

Step 2: Select within the filter ACDChat and/or ACDEmail as call types that you wish to include

Step 3: Run your Reports and Charts and you'll see your ACD Emails and Chats depicted

 

You'll see this carry down into your Cradle to Grave perspectives when you drill into the record as well!

 

 

On ACDChat call types, you are also able to see the IP address of the customer that is engaged on the chat with the ECC agent which is populated by ECC.  This will be displayed under the Caller ID field.  You can see this on an Agent, Group or Service detail reports inside of ECC shown here below:

 

 

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