Required Subscription: Mitel MiCC
Required Permission Level: Reports and Dashboard Creator
When reporting on agent status in the Brightmetrics MiCC Agent data set, there are two dimensions you can use: Status and Sub Status.
| Dimension | Definition |
|---|---|
| Status | The system-defined type of status the agent is in — such as Available, Make Busy, or Offline. |
| Sub Status | The internally defined secondary status the agent is in — such as Break, Lunch, or Meeting. |
Here is an example of how they can be used together in a report:
Both dimensions are also available in dashboards:
For more information on data definitions, see our Data Definitions page.
Questions or comments? Please reach out to our support team at support@brightmetrics.com.