Changes to the Agent Activity data set

As of December 2016, Brightmetrics has made a change to the way the ShoreTel Agent Activity data set organizes the non-workgroup activity for member agents.

When an agent is a member of more than one workgroup, ShoreTel identifies one of them, more or less randomly, as the agent's "primary" workgroup, and the others as "additional" workgroups.  Previously, non-workgroup-specific activity was counted against each agent's "primary" workgroup.  Non-workgroup-specific activity would be non-workgroup calls (calls placed by the agent or received via means other than workgroup call distribution), non-call wrap-up time, and overall login time (the agent's overall login time irrespective of the number of workgroups they are in).

That was a significant source of confusion.  The agent activity report could be filtered to a workgroup name, but if any of the agents were members of other workgroups as well, and one of the other workgroups was their primary workgroup, non-workgroup call counts and other non-workgroup-specific information would be absent.  Since the primary workgroup is an internal distinction, it is not something that can be configured in Director, and is not something most people are aware of.

Additionally, the metric "Call Count - Workgroup" counted any call the agent was on that was a workgroup call, as flagged by ShoreTel.  Any call that passes through a workgroup during its lifetime is a workgroup call.  So that could mean the call came in through a workgroup, was answered by agent A, and was transferred to agent B.  That would show as a workgroup call for both agent A and agent B.  However, for agent B, since they did not answer the call out of the workgroup themselves, it would show in their primary workgroup, just like a non-workgroup call, which is not necessarily what one would expect.  Moreover, a call could come directly to agent B, and they could transfer it to someone else who transfers it to a workgroup, and because that call passed through a workgroup during its lifetime, it would show as a workgroup call for agent B, even though it started as a direct call to agent B.

Takeaway: Previously, Brightmetrics included an agents non-workgroup activity with ShoreTel's randomly selected "primary" workgroup for that agent. This caused confusion with actual agent activity in that group.

Anyone who has the ECC reporting add-on may recognize that ECC agent activity does not work this way.  In the ECC agent activity data set, any non-group-specific activity is counted against a group named "n/a" (Not Applicable).  Agent Activity for the core ShoreTel PBX data source now works the same way.  Non-workgroup calls have "n/a" for the workgroup, and overall login time is associated with the "n/a" workgroup as well, since it does not pertain to any specific workgroup.

Additionally, only calls on which the agent's participation was as a workgroup agent are counted in the "Call Count - Workgroup" numbers.  Using the previous example, if a call comes in to a workgroup and is answered by agent A, who transfers the call to agent B, that is a workgroup call for agent A and an inbound non-workgroup call for agent B, associated with the "n/a" workgroup.

Takeaway: Now, all non-workgroup activity for an agent will be under the "n/a" workgroup (Not Applicable) which is clearer in denoting that this was non-workgroup activity.

What does this change mean for existing Brightmetrics users?  We have always recommended that if you are running an agent activity report on which you want to include non-workgroup-specific activity that you filter on agent names, rather than workgroup names, due to the likelihood of missing non-workgroup-specific activity by inadvertently not including all of the workgroups of which all the agents are members.  That recommendation does not change, it just means that it is required now, instead of strongly recommended.  It also means that there is little or no distinction anymore between "Call Count - Workgroup" and "Call Count - Workgroup Answered", and we will likely be hiding "Call Count - Workgroup Answered" for new reports going forward.

How to account for an agent's non-workgroup-specific activity in a data set oriented around workgroup activity is a challenge no matter which way you handle it.  We hope that by aligning the core workgroup Agent Activity with how ECC Agent Activity handles it, by dedicating an "n/a" workgroup to non-workgroup-specific metrics, that confusion will be reduced.  It may be an adjustment for those who have been using Agent Activity up to now, but we are confident the benefits will be worthwhile in the long run.

Takeaway: Make sure to filter on agent names, not workgroup names, if you want to see all of an agent's activity, workgroup and non-workgroup, on the report.

We are applying this change from December 1st forward, so anyone running a report for the month of December will see a consistent view of the data.  Data imported prior to December 1st will remain with the previous behavior of non-workgroup activity being tracked against the agent's primary workgroup.  If you have a specific requirement to reimport data prior to December 1 to use the new handling of agent activity data, please send an email to support@brightmetrics.com and your data can be reimported based on the retention period you have configured for CDR data in Shoreware Director.

Takeaway: This behavior will only affect reports covering periods after December 1, 2016.
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