Required Subscription: Mitel MiVC
Required Permission Level: Reports and Dashboard Creator
When you need to pull a report of your call 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 PBX and Mitel Connect to find which contains the data you're looking for.
Looking for information on our ECC report templates? Click here.
Note
Data for detailed reports is pulled directly from your Mitel server when requested and is not stored on Brightmetrics servers. Because of this, the detailed data available is limited by the amount of data on your server, determined by your retention period.
Users
User reports contain information on all calls a user was involved in — whether they answered or not — including inbound, outbound, extension-to-extension, and voicemail logins. These reports may include duplicate call counts when calls are transferred (e.g., if Joe answers a call and transfers it to Mark, the call shows for both users).
| Report | What it shows |
|---|---|
| User Activity Detail | A detailed list of each call including Caller ID, dialed number, date/time, previous party, next party, and connect/disconnect reasons. |
| User Activity Summary | A high-level summary of calls with call counts broken out by party, extension, previous party, next party, or date grouping. Rows can be drilled into to see the underlying detail data. |
Hunt Groups
| Report | What it shows |
|---|---|
| Hunt Group Call Disposition | Ring time, time spent with the next party (the agent who answered), and who that agent was. |
| Hunt Group Overview | What happened with calls that came into the hunt group — whether they were abandoned, handled by a user in the group, forwarded, or handled by voicemail. |
System
| Report | What it shows |
|---|---|
| Account Code Detail | Individual calls broken down with Account Code details. Useful if your organization uses Account Codes for billing. |
| Account Code Summary | A summary of calls using various Account Codes, broken down by Account Code, Country Code, DID/DNIS, etc. |
| Call Detail Report | One record per call — no duplicate counts. Filter by Caller ID, Dialed Number, Party, etc. Note: the Party Name shown is the last party on the call. For a complete list of a user's activity, use User Activity Detail. |
| Call Summary Report | High-level summary of Call Detail Report data. Calls grouped by type, DID/DNIS, date, etc. Commonly used to see call volume on a specific DID/DNIS. |
| Media Stream Detail | Detailed jitter and packet loss data, broken down by Site. |
| Media Stream Summary | Summary-level packet loss averages, jitter, and call minutes broken down by Site. |
| Search by CallerID | Search for calls received from a specific Caller ID by entering a full or partial value in the filter. Most commonly used filtered to inbound calls. |
| Search by Dialed Number | Search for calls made to a specific number by entering a full or partial dialed number in the filter. Most commonly used filtered to outbound calls. |
| Search by External Number | Search for calls to or from a specific number. Most commonly used to see all inbound and outbound calls for a specific external number. |
| Trunk Activity Detail | Detailed call information broken down by Trunk Group. |
| Trunk Activity Summary | Summary-level call counts broken down by Trunk Group, including whether calls were Long Distance. |
| Trunk Utilization | Trunk utilization data, preset to look at max active calls by Trunk Group. |
Workgroups
| Report | What it shows |
|---|---|
| Agent Activity Detail | Detail-level information on each agent during the time they were logged into the workgroup — login times, calls presented vs. answered, outbound calls, etc. |
| Agent Activity Summary - All | Summary of total calls by type (workgroup, inbound non-workgroup, outbound, etc.) for agents logged into the workgroup. Includes internal calls to the agent. |
| Agent Activity Summary - External | Same as Agent Activity Summary - All but excludes internal calls, showing only external calls. |
| Agent Login/Logout Detail | When agents logged into the workgroup and how long they were logged in. |
| Exceptional Calls | Calls not answered by an agent in the group and not forwarded via a ForwardAlways condition. |
| Workgroup Queue Summary | Inbound workgroup call counts, queue times, etc. Does not include outbound calls made by workgroup agents — those are found in Agent Activity Summary or User Activity reports. |
| Workgroup Service-Level Summary | Workgroups broken out by date with call counts and time metrics by wait time intervals. |
Configuration
| Report | What it shows |
|---|---|
| Call Handling Modes | The user's current call handling mode. This data is current — historical modes are not stored. |
| DID/DNIS Allocation | All DIDs or DNIS currently in use and their destination (Menu, Workgroup, Route Point, etc.). Can also show available DID/DNIS by adjusting the filter. |
| DID/DNIS by Destination | Where calls to each DID/DNIS on your account are routed — auto-attendant, route point, etc. |
| Extension Lists | Extensions grouped by extension list and filtered by User Name. |
| Extension References | Extension types, source types, and names (the element referencing the extension). |
| Individual IP Phones | Each IP phone on your account, including current user assignment, MAC address, and switch/site information. |
| IP Phone Buttons | Each source name on your account and the individual IP phone button function. |
| License Usage Summary | Each license type with filters for configuration date, audit type, etc. |
| Licenses by User | License types broken down by Full Name and Extension. |
| Switch Detail Report | Information about your switches broken down by site. |
| System Directory | All users on your account with DID, Extension, and Email Address. |
| User Detail Report | Each extension on your account with license information, site, and more. |
| User Groups | Each user group with permissions and DID information. |
| Users by License | Each license type with the full name and extension of the user assigned to it. |
Still unsure which report to use? Reach out to our Support Team at support@brightmetrics.com.