Required Subscription: Mitel MiVB
Brightmetrics reports on call activity from your Mitel MiVoice Business (MiVB) phone system, including calls handled through your console. This article explains what reporting is available when a console is staffed by more than one operator, and where the limits are.
Key terms
Console — The application an operator uses to answer, route, and manage calls, such as your main line or front desk.
Operator — The person who staffs a console, answering and directing calls.
Multi-console operator team — A group of operators (the people who staff a console) who share responsibility for answering calls coming into the same line or queue, rather than each operator having their own dedicated extension.
What you can and can't see
If a console is staffed by a single operator with a dedicated extension, Brightmetrics can report on that operator's activity in the same way it reports on any other user.
If a console is staffed by a multi-console operator team, Brightmetrics cannot currently break out reporting by individual operator. This isn't a limitation of Brightmetrics's software. It's because your phone system itself doesn't record which specific operator on the team handled a given call. Brightmetrics can only see and report at the team level.
The one exception: a dedicated call path set up for just one operator. For example, if your organization gives one specific operator their own private extension or line that only their calls ever come through (separate from the shared team queue), Brightmetrics can report on that path as a stand-in for that operator's activity. The moment any other operator's calls also pass through that same path, it no longer works as a proxy for any one person.
Setting up a dedicated call path is a change made entirely within your Mitel phone system by your organization or your Mitel provider. Brightmetrics never configures call routing. Once it's set up, contact your Brightmetrics representative to confirm it can be used for reporting.
Common questions
Can I see how many calls each operator on our console team answered, or how much time an operator spent on calls?
- Only if that operator has a dedicated call path, as described above. If the whole team shares one line or queue, this isn't currently possible.
Our whole team shares one line. Can we get any reporting broken out by person?
- Not by default. Your organization or your Mitel provider would need to set up a dedicated call path for the operator(s) you want visibility into within your Mitel system. Once that's in place, contact Brightmetrics support to confirm it works for reporting.
Summary
Individual operator reporting for a multi-console operator team isn't available out of the box because the phone system doesn't record it at that level of detail. The only path to per-operator visibility is a dedicated, exclusive call path for that operator, confirmed on a case-by-case basis.
If there is something specific you wish to explore for your team, please reach out to our support team at support@brightmetrics.com.