On-Demand Reports: Reporting On Call Notes

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 Permissions Level: Report and Dashboard Creator

In Brightmetrics, you CAN report on call notes! (See screenshot and listed steps below)

(Call Detail Report - Call Note Dimension)
  1. Navigate to Reports > ShoreTel (Mitel) > Standard Reports > System > Call Detail Report
  2. Click on Fields on the left and drag the Call Note Dimension from the Available Dimensions Box into Columns Box.
  3. Click on the Preview Report button
  4. (Optional) By clicking on 3 dots menu button next to the Call Note Dimension, you can add a filter on Call Note which will appear within the top section of the report; select the One option and type the text you want to match in the input box; this will perform a partial text match to find all calls with call notes containing the inputted text.
***Please note: Adding a call note after the call is completed will only update the local history in Communicator and does not update the call note field in the Mitel (ShoreTel) CDR database that Brightmetrics uses. Once the call is recorded in CDR, it does not change; this means that you will need to ensure that the call note is added/saved before the call is ended.***
Questions or feedback? Please email us at support@brightmetrics.com
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