Super Groups Reporting

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, some extraneous data needs to be manually filtered out and the data interpreted a little differently.

This article covers two approaches for working with Multi-Super-Group data, which filters to apply, and how to correctly understand the reported data.

Approach 1: Hunt Group Call Disposition Report

Because of the similarities with Hunt Group Reports, we can start there. Calls with a connect reason of Originate are the calls the application makes to members of the group to deliver calls — the same way workgroups and hunt groups do. For workgroups and hunt groups Brightmetrics filters those out automatically, but for this type of route point application you need to do it manually.

1. 1

   From the Reports section, choose the Hunt Group Call Disposition report.

   

2. 2

   Click on the filter for Connect Reason.

3. 3

   Set Connect Reason to Multiple and click to select values.

4. 4

   Choose Show everything except the selected values.

5. 5

   Select Originate.

   

Interpreting the data

The table below explains the required shifts in perspective for understanding Super-Group report data:

The Next Party Type field has the following indications:

Approach 2: Hunt Group (Call Party Activity) Dashboard Template

The second option is to use the Hunt Group (Call Party Activity) Dashboard Template. Similar to the Hunt Group Report, you will need to add a Connect Reason filter on each chart to exclude the connect reason Originate.

Example: Hunt Group Template

1. 1

   Select the Dashboards page.

2. 2

   Choose the vertical 3 dots ellipsis.

3. 3

   Choose Create Dashboard.

   

4. 4

   Select Hunt Group Template from the dropdown menu.

   

5. 5

   Click on the vertical three dots ellipsis on a chart.

6. 6

   Choose Chart Options.

   

7. 7

   Click the Filter button at the bottom.

8. 8

   Choose the + sign next to Connect Reason.

9. 9

   Choose Show everything except the selected values.

10. 10

    Choose Originate.

    

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