Required Subscription: Mitel MiCC
Required Permission Level: Reports and Dashboard Creator
When you need to pull a report of your 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 MiCC to find which contains the data you're looking for.
Recommended reports
| Report | What it shows |
|---|---|
| Account Code Performance | Total count of answered and transferred calls with Handle Average, broken down by Queue Name and Account Code. Use to see how many calls are being answered from your queues with info on specific account codes. |
| Agent Performance Overview | Total of all calls agents engaged on — inbound, outbound, and ACD. Includes talk, hold, handle, and wrap averages by agent, and the percentage of calls transferred. |
| Agent Status Detail | Detail-level report showing each status or sub-status the agent was in and when during the reporting period. |
| Agent Status Overview | Summary rollup of status and sub-status information for the agent(s). |
| Customers with Multiple Interactions | Similar to a "Search by Caller ID" report. Pre-populated with Caller ID in Rows, grouped by Record Count, so you can see how many times each Caller ID dialed in during the reporting period. |
| Queue Performance by Answer Group and Agent | Summary of calls that came into the queues and were answered, including which group/queue and which agent(s) answered them. |
| Queue Performance by Hour | Count of all interactions that came into the queue(s), broken down by hour. |
| Queue Performance by Interval | Count of all interactions that came into the queue(s), broken down by 15-minute interval. |
Agent data reports
| Report | What it shows |
|---|---|
| Agent Performance | Summary of agent activity for the reporting period — incoming and outgoing calls, talk time, statuses, etc. |
| Agent Status Detail | Detail-level report showing the specifics of each status the agent was in during the reporting period. |
Queue data reports
| Report | What it shows |
|---|---|
| Queue Abandon Spectrum by Period | Queue data summary showing abandoned calls within each spectrum period, broken out by interval. |
| Queue Answer Spectrum by Period | Queue data summary showing answered calls within each spectrum period, broken out by interval. |
| Queue Interflow by Period | Queue data summary showing interflowed calls within each spectrum period, broken out by interval. |
| Queue Performance | Summary of calls that came into the queues, whether they were answered, and which agent(s) handled them. |
| Queue Performance by Member | Summary of calls that came to the queue and the agent that handled each. Includes time spent in queue and time the agent spent on the call. |
| Queue Performance by Period | Summary of calls that came to the queue, broken down by 15-minute intervals. |
All of the reports above can also be edited using the dimensions and values in the Fields and Layouts section of each report. If you want to create your own report without using a pre-populated template, choose Create New Report:
Still unsure which report to use? Reach out to our support team at support@brightmetrics.com.