Required Subscription: ShoreTel ECC, Mitel MVCCC
Required Permission Level: Reports and Dashboard Creator
When you need to pull a report of your call center activity, you can likely identify a template that fits your needs pretty quickly. Use the breakdown below of the different report templates available in Brightmetrics for ShoreTel ECC and Mitel MiVoice Connect Contact Center (MVCCC) to find which contains the data you're looking for.
Looking for information on ShoreTel or Mitel Connect report templates? Click here.
Note
The amount of data available for detailed reports is limited by your server's retention period.
Agent data
| Report | What it shows |
|---|---|
| Agent Activity Detail | Information on agents logging into ECC groups. Shows exact login times per group, time in Release, calls, wrap, etc. |
| Agent Login/Logout/Release Detail | Login, logout, and release data broken down by agent. |
| RA1.1 Agent Performance by Interval | Summary of agent data broken out by interval. |
| RA1.2 Agent Performance by Date | Summary of agent data. Use with various filters for a high-level view of call volume broken down by agent. |
| RA2.1 Group Agents Performance | Summary of agent data with the Group Name filter pre-populated. |
Group data
| Report | What it shows |
|---|---|
| RG1.1 Group Performance by Interval | Summary of group data broken out by interval. |
| RG1.2 Group Performance by Date | Summary of group data. Use with various filters for a high-level view of call volume broken down by group. |
| RG2.1 Group Staffing by Interval | Summary-level group data with average number of agents logged in by interval, pre-set in rows and values. |
| RG2.2 Group Staffing by Date | Summary-level group data with average number of agents logged in by full date, pre-set in rows and values. |
| RG3.1 Group ACD Calls Distribution by Interval | Group data summary by 15-minute intervals with preset values for abandoned, interflowed, answered, etc. |
| RG3.2 Group ACD Calls Distribution by Date | Group data summary by full date with preset values for abandoned, interflowed, answered, etc. |
| RG4.1 Group Abandoned Calls Analysis by Interval | Group data summary by 15-minute intervals showing when calls abandoned, STI 1, 2, 3, etc. |
| RG4.2 Group Abandoned Calls Analysis by Date | Group data summary by full date showing when calls abandoned, STI 1, 2, 3, etc. |
| RG5.1 Detailed Group Wrap-Up Code by Interval | Group data summary with treatment time and call count values, set to 15-minute intervals. Filter on a specific wrap code to see its details. |
| RG5.2 Detailed Group Wrap-Up Code by Date | Group data summary with treatment time and call count values, set to full date intervals. Filter on a specific wrap code to see its details. |
| RG6.1 Group Wrap-Up Code Report | Group data summary showing Wrap Code broken down by Hour and Total Count. |
| RG7.1 Abandoned Calls Log | Group data detail report filtered to Exit Reason of Abandoned. Includes call date, Caller ID, and Customer Name. |
| RQ1.1 Agent Queue by Interval | Group data summary by 15-minute intervals with preset values for calls abandoned after TASA, overflowed, interflowed, etc. |
| RQ1.2 Agent Queue by Date | Group data summary by full date with preset values for calls abandoned after TASA, overflowed, interflowed, etc. |
Service and IRN data
| Report | What it shows |
|---|---|
| Service Summary | Summary-level service data at the service or DNIS level for calls coming into your ECC system. |
Config
| Report | What it shows |
|---|---|
| Agents by Group | Group names with agent name, number, and order. |
| Agents by Skill | Skill names with agent name, skill ability, and preference. |
| Groups by Agent | Groups and group order listed by agent name. |
| Skills by Agent | Skills listed by agent name. |
Still unsure which report to use? Reach out to our Support Team at support@brightmetrics.com.