Required Subscription: Mitel MiVB
Operator-level visibility for multi-console teams is possible in some setups, but it depends on how the call routing is configured. Brightmetrics reporting is built on MiTai data, and MiTai does not carry operator-level detail for multi-console operator teams. If the call routing includes something unique to a single operator's traffic, you can use that to approximate operator-level activity. This article explains how that workaround works and where the underlying limitation still applies.
Brightmetrics reporting, including call handling, queues, agent activity, and related metrics, is generated from MiTai data, a real-time event data source from the phone system. The gap in operator visibility described here is a direct consequence of what MiTai does and doesn't expose for multi-console teams.
For a multi-console operator team, MiTai data does not expose which individual operator actually handled a given call. The system can tell that a call was handled by the operator group, but it cannot attribute that call to a specific operator console within the team. As a result, standard reporting cannot show operator-level breakdowns, such as call counts or handle time, by individual operator for these teams, since the underlying event data simply doesn't carry that distinction.
There is a situational workaround. If there is something unique in the call path that is only ever touched by one operator, then activity at that point can be used as a reliable proxy for that operator's activity. This unique point doesn't have to be a trunk specifically. It could be anything set up so that only one operator's traffic passes through it, for example:
- A route group configured just for that operator, used purely for reporting purposes
- Any other point in the call path exclusive to that operator's traffic
The requirement is simply that the point is exclusive to that operator. If Operator A is the only one whose calls ever pass through a given point, then activity at that point is approximately equal to Operator A's call activity. If two or more operators share the same point, the traffic can no longer be separated, and the proxy breaks down.
Operator level reporting for multi-console teams is not a supported, general capability today. This is possible only when an operator has a dedicated, exclusive point somewhere in the call path, such as a single user route group set up for this purpose; even then, it's only at the traffic proxy level, not true operator-attributed call data. Visibility has to be evaluated case by case, based on whether there's a unique point of entry for the operator in question.
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