Mitel MIVOICE Connect Contact Center (MVCCC) (ShoreTel ECC) Email and Chat Reporting

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.

Brightmetrics now includes the ability to run our summary and detailed reporting and Dashboards with your ACD Emails and ChatsNow 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 MIVOICE Connect Contact Center (MVCCC) 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!
On ACDChat call types, you are also able to see the IP address of the customer that is engaged on the chat with the ECC agent which is populated by ECC.  This will be displayed under the Caller ID field.  You can see this on an Agent, Group or Service detail reports inside of ECC shown here below:
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