MiCC: Understanding Status and Sub Status

Required Subscription: Mitel MiCC

Required Permission Level: Report and Dashboard Creator

When it comes to reporting on status in Brightmetrics MiCC Agent Data set there are going to be two dimensions that you can use those reports; status and sub status.  Here is how those are defined and how to use them in your reporting:

Status: This is the system-defined type of status the agent is in.  These could be statuses like available, make busy, offline, etc.

Sub Status: This is the internally defined type of secondary status the agent is in. This could be sub statuses like a break, lunch, meeting, etc.

Here is an example of how they can be used together in a report:

On the dashboards, you can use those as well like this:

For more info on data definitions please see the link here.

Questions or comments, please reach out to our support team at support@brightmetrics.com.