Required Permissions Level: Company Administrator
We've added the ability to create calculated fields with your own formula expressions! Custom Calculated Fields delivers the ability for you to be empowered to define insights and perspectives unique to your organization.
Up to now, the only fields that were available to work with in dashboards and reports are the data fields that Brightmetrics has defined. From our own experience as a ShoreTel Reseller and through listening to our user community we've endeavored to create many variations of calculated fields to cover the majority of uses, but inevitably there are unique and discrete metrics that we cannot provide immediately. Now each companies administrators will be able to define a calculation that uses values from the standard data source instance fields to show you a calculated value that is exactly what your team wants to see, where and how you want to see it across all dashboards and reports for their organization.
We've added a Sidebar Menu option to take you to the page that allows you to add, define, and manage these custom calculated fields:
When creating your Custom Calculated Fields, there are a few limitations to keep in mind:
- Custom calculated fields have to be based on data we collect through the Brightmetrics data connections. For example, a calculated field could be added that is based on how many workgroup calls queued fewer than 30 seconds, or longer than 30 seconds, because when Brightmetrics aggregates the call metrics it groups calls into wait times of 0-30 seconds, 30-60 seconds, 60 seconds to 1.5 minutes, etc. A calculated field could not be created involving calls that queued fewer than 5 seconds, because the data is not grouped that way.
- All calculations must be able to be expressed as addition, subtraction, multiplication, and division of existing fields and constant values. For example, you can create a calculation for the percentage of calls abandoned after 30 seconds, since that only involves subtraction and division of call counts filtered different ways. But you could not create a calculated field for the percentage of calls answered by each agent, because that is a relationship between a sub-row and a total on the final report, not a field inherent in the data itself.
Here are a few examples of how you might use custom calculated fields:
The percentage of calls abandoned after 30 seconds. This is defined as the number of calls that are abandoned after waiting 30 seconds or more, out of the total number of queued calls, excluding calls abandoned within 30 seconds.
The number of calls forwarded because either all agents were busy or no agents were logged in. While you can break out call counts by exit reason, you could not put the count of busy / no login calls on a report along with "Call count - handled by agent", for example. Here's how you could define your own field for that.
You'd see this Custom Calculated Field as a distinctly different colored option for use in your available Values:
Percentage of time on break (ECC only).
Add a cost multiplier. Similar to expressing the value of a CCF as a percentage, checking this configuration box will allow you to see the results of your calculation be expressed in terms of cost per minute. This is used is to build call cost reports based on flat/fixed charge rates. Note: You will not need to build into your equation a divide by 60 as this is will be done automatically for any CCF equation with this configuration box checked.
We're pretty excited to deliver this level of flexibility for your team to have even more data in context of how it's used specific to your organization through leveraging Custom Calculated Fields. We hope you find this valuable for your team!
If you have any other questions regarding Brightmetrics' ShoreTel Reporting and Data Analytics Services, please email us at email@example.com