ECC Email and Chat Reporting

Brightmetrics now includes the ability to run our summary and detailed reporting and Dashboards with your ACD Emails and Chats! Now your team leaders can get a circumspect view of the multi-channel engagements from their agents on a single pane of glass. These are now alongside all your "Call Types" and your perspectives can be filtered, grouped, visualized by these Call Types. 

In any Report or Chart utilizing the ECC Data Source

  1. Select the Dimension Call Type for filter
  2. Select within the filter ACDChat and/or ACDEmail as call types that you wish to include
  3. Run your Reports and Charts and you'll see your ACD Emails and Chats depicted

You'll see this carry down into your Cradle to Grave perspectives when you drill into the record as well!

If you have any other questions regarding Brightmetrics' ShoreTel Reporting and Data Analytics Services, please email us at

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