Required Subscription Add-On: Real Time Dashboard Services
One of the most frequent questions we get from our Real Time Dashboard users goes something like this: Why does my Brightmetrics On Demand Report says "this" and my RT Dashboard says "that"???
It's typically not possible to get a Real Time dashboard to match a summary on-demand report throughout the day. The dashboard is being updated in Real Time but the report is updated once an hour. It's also very likely that there may be filters parameters configured on the report that aren't an apples to apples configuration on the dashboard in question (and vice versa). By the end of the day when the data stops being updated in the Real Time dashboard and the on demand reports "catch up" to the Real Time data they will typically match up as long as the filters and dimensions being reported on are the same.
Our Brightmetrics agent reports summary, aggregated data to us once an hour (not always the same time in that hour). So, for summary reports and charts, the information that you are looking at may be up to 1 hour old.
However, if you are running detail reports we grab that data live from the agent which queries the ShoreTel database so that data is near live. We say near live because it won't show calls that are in progress at the moment you run the report.
The for charts on your dashboards using our Core UC Analytics or ECC Analytics Data Sources, the summary level data driving these charts will refresh every 5 minutes, but only once an hour will there be any new data for them to display since we receive the updated summary data from your server hourly.
The behavior of our Real Time dashboards is different in that it is driven from an event feed directly to the dashboard chart using the Real Time Data Source which will allow you to see even calls and customer interactions in progress, and update in Real Time.
If you have any questions regarding Brightmetrics' ShoreTel Reporting and Data Analytics Services, please email us at email@example.com