Understanding Mitel (ShoreTel) Data Instances - MIVOICE Connect Contact Center (MVCCC)(ShoreTel ECC)

As of Sep 2017, ShoreTel has been acquired by Mitel; the product titles and images used in this article may not accurately reflect the official product titles post-acquisition. This includes subjects contained in the imagery of brightmetrics' user interface.

 

When working with reports and dashboards in Brightmetrics, it is important to understand the different types of data Mitel is logging to their database. This article is designed to give you definitions of the various data instances you will encounter, how/when to use them, and which standard reports are built around them.

In Mitel MIVOICE Connect Contact Center (MVCCC)(ShoreTel ECC), we break Data Instances down to 3 main groups: C2G (Cradle to Grave), Professional Services, and Configuration. Let's look at these individually:

 

 C2G

  • Group Data
    • Definition: These reports are being run on Group Data inside of MVCCC (ShoreTel ECC)
    • Standard Reports:
      • RG 1.1 Group Performance by Interval: Used to see how your MVCCC (ShoreTel ECC) Group is performing via intervals of time.
        • Group Performance by Date: Used to see how an MVCCC (ShoreTel ECC) Group is performing by a specified date. This is the most used group report for MVCCC (ShoreTel ECC) in Brightmetrics.

          GroupPByDate.png
        • Group Staffing by Interval: Used to see how an MVCCC (ShoreTel ECC) Group is performing by 15-minute intervals.
        • Group Staffing by Date: Used to see how a MVCCC (ShoreTel ECC) Group's staff is performing by specified date range, specific staffing values are pre-populated.
        • Group ACD Calls Distribution by Interval: Used to show the distribution of an MVCCC (ShoreTel ECC) Group's ACD calls by 15-minute intervals.
        • Group ACD Calls Distribution by Date: Used to show the distribution of an MVCCC (ShoreTel ECC) Group's ACD calls by specified date range.
        • Group Abandoned Calls Analysis by Interval: Used to show abandoned calls for an MVCCC (ShoreTel ECC) Group by 15-minute intervals.
        • Group Abandoned Calls Analysis by Date: Used to show abandoned calls for an MVCCC (ShoreTel ECC) Group by specified date range.
        • Detailed Group Wrap-Up Code by Interval: Used to show wrap code statistics for an MVCCC (ShoreTel ECC) Group by 15-minute intervals.
        • Detailed Group Wrap-Up Code by Date: Used to show wrap code statistics for an MVCCC (ShoreTel ECC) Group by specified date range.
        • Group Wrap-Up Code: MVCCC (ShoreTel ECC) Group data summary report pre-populated with Wrap Code in the Rows.
        • Abandoned Calls Log: MVCCC (ShoreTel ECC) Group data detail report filtered to the Exit Reason of Abandoned.
        • Agent Queue by Interval: Reporting for agent queues by 15-minute intervals in a group performance style.
        • Agent Queue by Date: Reporting for agent queues by specified date range in a group performance style.
  • Agent Data
    • Definition: These reports are being run on Agent Data inside of MVCCC (ShoreTel ECC).
    • Standard Reports:
      • Agent Activity Detail: Detailed report used to see how an agent is performing by specified date range.  This detail report will also include release data and login/logout information.
      • RA 1.1 Agent Performance by Interval: Used to see how the agent(s) is performing by specified date range, broken down into 15-minute intervals.
      • RA 1.2 Agent Performance by Date: Used to see how the agent(s) is performing by specified date range.
        This is the most commonly used agent report for MVCCC (ShoreTel ECC) in Brightmetrics   
          
        AgentPerformanceByDate.png
      • RA 2.1 Group Agents Performance: Used to see how a group of agents is performing by specified date range; agent name is pre-populated in the Rows.

 

  • Service Data
    • Definition: Reporting available at the service level of MVCCC (ShoreTel ECC).
    • Standard Reports:
      • Service Summary: Service summary reports are typically used to see the volume of calls accepted by the service during your specified date range.

        ServiceSummary.png

Professional Services

  • Agent Login/ Logout
    • Definition: Detail report used to see login/logout stats for agents.
    • Standard Reports:
      • Agent Login/Logout/Release Detail: Used to see what agents were doing at any time in your specified data range inside of MVCCC (ShoreTel ECC) groups, release stats, login and out reports, etc. 

        AgentLoginLogout.png

Configuration

  • Agent Groups and Skills
    • Definition: Configuration reports around agents, groups, and skills.
    • Standard Reports:
      • Agents by Group: Config report used to show agents by group, name, number, and order.
      • Agents by Skill: Config report used to show agents by skill, name, skill ability and skill preference.
      • Groups by Agent: Config report used to show agents by group, name, number, and order.
      • Skills by Agent: Config report used to show agents by skill, name, skill ability and skill preference.

 

If you have any other questions regarding Brightmetrics' Mitel Reporting and Data Analytics Services, please email us at support@brightmetrics.com

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