Super Groups Reporting

Required Subscription: Mitel MiVC

Required Permissions Level: Create/Modify Reports and Dashboard Creator

Brightmetrics can provide reporting and dashboard perspectives for the ShoreTel Professional Services Multi-Super-Group product for the core PBX. Because this is a route point application, we will have to manually filter out some of the extraneous data, as well as interpret the data a little differently.

Here we'll discuss:

• Two approaches for effective use of this function
• Which filters to apply
• How to correctly understand the data delivered in reports focused on Multi-Super-Groups

Hunt Group Report

Because of the similarities that you'll find with Hunt Group Reports, we can start there.
The calls with a connect reason of "Originate" are the calls the application makes to members of the group to deliver calls, the same way that workgroups and hunt groups do.  For workgroups and hunt groups we filter those out automatically because we know what they are but for this particular type of route point application, you have to do that manually.
(See example and steps below)

 

Step 1: From the Reports section choose HuntGroup Call Disposition report

(Hunt Group Call Disposition Report)

 

Step 2: Click on the filter on Connect Reason

Step 3: Adjust the Connect Reason: Multiple > (Click here to select values)

Step 4: Choose Show everything except the selected values

Step 5: Choose Originate

Interpreting the data:

The table below sheds light on some of the required shifts in perspective to understand the reported data concerning the Super-Group reports.

 

 

The data reported in Next Party Type has the following indications:

 

 

Hunt Group (Call Party Activity) Dashboard Template

 

The other option we have here is to use the Hunt Group (Call Party Activity) Dashboard Template.(See example and steps below)

 

(Example: Hunt Group Template)

 

 

Step 1: Select the Dashboards Page

Step 2: Choose the vertical 3 dots ellipsis

Step 3: Choose Create Dashboard

 

 

Step 4: Select Hunt Group Template from the drop-down menu

 

Similar to the Hunt Group Report, you will need to add a "Connect Reason" filter on each chart to exclude the connect reason "Originate". (See example and steps continued below)

 

Step 5: Click on the vertical three dots ellipsis 

Step 6: Choose Chart Options

Step 7:  Click on the Filter button at the bottom

Step 8:  Choose the "+" sign next to Connect Reason

Step 9: Choose Show everything except the selected values

Step 10: Choose Originate

 

Bonus Tip: If you use the Chart Value: Count - All Calls and a Category: Party Name, on the Dashboards Page (not Edit Dashboards), you can click on the magnifying glass in the top right corner of the chart to then drill into them by Party Name.

 

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