One common request we've heard from Brightmetrics users is the capability to see all recorded activity for agents that are members of a Work Group, ShoreTel ECC Group (MIVOICE Connect Contact Center (MVCCC)), or Site. Previous functionality has allowed filtering reports by groups but the results returned only activity and data points related to that group. This makes it hard as a manager to understand the circumspect activity and utilization of your agent team members, especially in organizations and ShoreTel configurations where agents can be a resource as members of multiple different groups. Getting this perspective allows a manager to understand how much of their resources’ time is spent focused on their Work Group or Group activities versus others that Agents might be assigned to, or just simply how that agent's utilization is split.
Another common request has been the need to quickly identify and return reporting results for all Agents based on site membership so you can quickly drill into the details that are relevant to a specific location/site.
We now have delivered the features within our filter settings that allow you to support these important perspectives!