Real Time - ECC: Call Center Group Supervisor (CCGS)

Required Subscription Add-On: Real Time Dashboard Services

Required User Permissions Level: 

  • To Enable a Real Time Dashboard with CCGS - Company Admin and Create/Modify assigned for Dashboard
  • To Use a Real Time Dashboard Enabled with CCGS - Minimum View

Required ShoreTel: Enterprise Contact Center 

Now your single pane of glass for insights into your call center operations can also afford you the opportunity to quickly manage resource distribution to immediately impact your customer experience. Real Time ECC Call Center Group Supervisor (CCGS) provides the ability to take action on the insights into your Group and Agent workload/performance provided by your Brightmetrics Real Time Dashboards for ShoreTel Enterprise Contact Center Customers. With this feature, you can manage agents and groups to log your employees in and out, and put into or remove them from release. This can all be done on the fly in Brightmetrics and even on the move by pushing Contact Center Group supervisor to your mobile device. 

Configure a Real Time Dashboard for ECC with CCGS: 

You’ll need to configure in "Edit Dashboards" the Real Time Dashboard Tab with CCGS. Start with a Dashboard Tab that is using a chart configured from Real Time Data Source Group

And any ECC Real Time Data Source Instances:

 

  1. Navigate to “Edit Dashboard” and the RT ECC enabled Dashboard to which you want to deploy CCGS
  2. Click “Edit Tab” to reveal Dashboard properties (last image)
  3. Click on the checkbox option to “Enable Call Center Group Supervisor for ECC”
  4. Click “Okay”
  5. Save the Dashboard Tab
  6. Navigate back to Dashboard to experience using CCGS

Using CCGS:

Launch CCGS
You can confirm that you have the CCGS configured when you navigate to your Real Time ECC enabled dashboard and you see a new icon in the upper right-hand corner of your Real Time Charts.
ccgs_launch_icon.png
This icon will launch the new Call Center Group Supervisor:
 
Within CCGS
 
See the different ways to interact with the lists and tiles within CCGS to verify statuses, find the right agents and groups and to immediately implement the changes that deliver the right resources to optimize your customer experience:
 CCGS_Functionality.gif
 
 
Tracking Changes Made with CCGS - Users Audit Logs:
This is the first feature that allows Brightmetrics users to make changes within our services interface that actually effect changes within your ShoreTel system. Since some organizations may be sensitive to these changes or need a catalog of operational changes implemented, Brightmetrics has now created our "Audit Logs". To access these logs:
  1. Select the "Users" tab on the Sidebar Menu
  2. Select "Audit Logs" from the drop-down in Users section
  3. Select any filters to narrow and refine the log view (these filters operate exactly like our On Demand Report Filters)
 
We've been excited to deliver a capability to immediately put to use the in-the-moment insights that unfold on your Real Time dashboards! We hope you agree that we've achieved precisely that with Call Center Group Supervisor feature. 

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

 
Was this article helpful?
1 out of 2 found this helpful
Have more questions? Submit a request

Comments

0 comments

Please sign in to leave a comment.