Required Permissions Level: View Company Data & Create On Demand Reports
In Brightmetrics, you CAN report on call notes! (See screenshot and listed steps below)
(Call Detail Report - Call Note Dimension)
- Navigate to On-Demand Reports > Shoretel > Standard Reports > System > Call Detail Report
- Click on the Edit Mode button and drag the Call Note Dimension from the Available Dimensions Box into Columns Box.
- Click on the Preview Report button
- (Optional) By clicking on Cylinder 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 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.***
If you have any other questions regarding this or anything within Brightmetrics' ShoreTel Reporting and Data Analytics Services, please email us at firstname.lastname@example.org