Enabling Detail Reporting in MiCC

In order for detail data to be captured in the SQL database and visible in Brightmetrics on your Cradle-to-Grave reports, MiCC has to be configured to turn on Conversation Detail Reporting and Workflow Child Step Reporting.

Conversation Detail Reporting

Perform the following steps for each media server in YourSite Explorer:

1. 1

   Navigate to Media Servers.

2. 2

   Click on the Media Server.

3. 3

   Check the box for Conversation Detail Reporting.

4. 4

   Click the Save button.

5. 5

   Repeat for all additional media servers.

   

Workflow Child Reporting

Perform the following steps to enable Child Reporting workflow step reporting for each in-queue workflow:

1. 1

   Navigate to Queues.

2. 2

   Select a Queue.

3. 3

   Click Inqueue Workflow.

4. 4

   Select the Offer to Agent Group activity.

5. 5

   Check the box for Child Reporting Enabled in the side panel.

6. 6

   Repeat the steps above for each Offer to Agent Group in the workflow.

7. 7

   Click Save.

8. 8

   Repeat for all Queues.

   

Questions or feedback? Email us at support@brightmetrics.com.