Real Time - MIVOICE Connect Contact Center (MVCCC)(ShoreTel ECC): Call Center Group Supervisor (CCGS)


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.


Required Subscription Add-On: Real Time Dashboard Services

Required User Permissions Level: 

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

Required Mitel (ShoreTel ECC): MIVOICE Connect Contact Center (MVCCC)

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 Mitel MVCCC (ShoreTel 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 Mitel MVCCC (ShoreTel ECC). 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 MVCCC (ShoreTel 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 MVCCC Real Time Data Source Instances

  1. Navigate to “Edit Dashboard” and the RT MVCCC 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 MVCCC”
  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 MVCCC enabled dashboard and you see a new icon in the upper right-hand corner of your Real Time Charts.

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.

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 Mitel (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 enter Group Supervisor feature.

If you have any questions about this or any other questions regarding Brightmetrics' Mitel (ShoreTel) Reporting and Data Analytics Services, please email us at

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