Real Time: See Cradle to Grave Directly from Agent Timeline Chart

Required Subscription Add-On: Real Time Dashboard Services

Required Subscription Add-On (only if using Real Time Dashboard services as a ShoreTel ECC customer): Brightmetrics ECC Analytics Services

Some users of our Real Time Dashboard services don't know that when you hover over the sections within our standard template Agent Status Timeline Chart, you can see a lot of great details around that call like when the call began, talk time, hold time, when it ended, etc. This can be really helpful to get some quick context around activity for that agent and the call, but what if you could jump right into the most detailed perspective available for that call to immediately see the entire experience for the customer and your team? With our latest release, now you can drill straight to what we call the "Cradle to Grave" report to show you a visualization of all the details surrounding your UC Core and Contact Center calls.

  1. When viewing an Agent Status Timeline Chart, simply identify a call that has already ended within an agent's timeline bar based on your color key
  2. Hover over the segment of the timeline that represents the call to observe the quick details of the call
  3. Click on on the segment of the timeline that represents the call to launch the Cradle to Grave report pop-up window

*Note: For ECC C2G, these calls will typically take up to an hour to be available. If the call record is not available, you'll see a message like the one below that lets you know when you should expect for that C2G perspective to be ready and available for your review.

We hope you find this ability to quickly move from a summary operational view down into the details super useful!

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

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