See Insights on Reports and Dashboards by Time Intervals

 
 

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 makes it simple to see your call data in a way that make the most sense for you while also providing a variety of other unique perspectives; this can deliver valuable insights into your operations. Whether you’re viewing the data in an On-Demand Summary Reports or in the charts on a Dashboard tab, a quick way to elicit these insights is by aggregating the data into summaries based on various time intervals or filtering your data by various “Call Date_Grp…” dimensions.

Whether you’re looking at data from your Mitel MIVOICE Connect (MVC) (ShoreTel Core PBX) or from Mitel MIVOICE Connect Contact Center (MVCCC) (ShoreTel Enterprise Contact Center) (ShoreTel ECC), you can apply the following time intervals to your filters or breakout/group your data accordingly.

Example: Say you want to limit your report/dashboard to certain hours of the day: Standard business hours -  8am-5pm. You can do this by filtering on the “Call Date_Grp - Hour” dimension field. In addition, you could add that same field to your report/dashboard to show calls grouped by the hour of the day.

 
Brightmetrics affords the following time interval dimension fields in summarizing data sets:
  •  Intra-daily:
    • 15 Minute Interval (ECC Group data only) - Call Date_Grp - Interval”
    • Half Hour (ECC Group data only) - Call Date_Grp - Half Hour”
    • Hourly - Call Date_Grp - Hour”
  • Daily/Specific Days:
    • By Actual Date (formatted in yyyy-mm-dd weekday)- Call Date_Grp - Full Date”
    • By Day of Week (ie all Mondays in a defined date range) - Call Date_Grp - Weekday”
    • By Day of Month (ie every first of the Month) - Call Date_Grp - Day of Month”
  • Weekly
    • By week (formatted in the actual calendar days ranging from Sun through Sat, ie 2017.12.31 - 2018.01.06” - Call Date_Grp - Week”
  • Monthly
    • By Month  (calendar month) - Call Date_Grp - Month”
 
Below are the quick steps to see how you can make use of the Call Date_Grp dimensions on On-Demand Reports:
  1. Navigate to On-Demand Reports > Any Report Template and Click the Edit Mode Button to reveal all available Dimensions, Values, Columns, and Rows
  2. Click the Plus Button adjacent Call Date_Group to expand the enclosed options 
  3. Add the available dimensions to your filters as desired, by clicking on the Cylinder Button to the right of the Dimension
    (And/Or)
  4. Add the available dimension to your rows/columns as desired, by dragging the desired available dimensions into the Rows/Columns box.
 
(Example: User Activity Summary Report)
 
 
You can also configure the dimension to change the way you visualize the data your dashboard charts! The below example shows how we've used the Call Date_Grp dimension as our Category to surface what the Average Queue Time was over the last 30 days, for each day of the week:

From: Time Series trend
To: Bar Chart Avg of Queue Time by the Day of the Week
 
We hope this helps save time for you and your team, and quickly surface critical insights from your detailed reports
 
If you have any other questions regarding this or anything within Brightmetrics' ShoreTel Reporting and Data Analytics Services, please email us at support@brightmetrics.com
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