Reporting on Time – Logged-In

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.
 
 
While using the Time - Logged-In and Time - Logged-In (Per Workgroup) values may seem fairly straightforward, it can quickly take a complicated turn once you apply filters or rearrange the dimensions. In this article, we discuss some valuable concepts concerning these values, as well as some important things to remember as you report on Time - Logged-In.
 
 
This is Bob.
 
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Bob is a member of 3 different workgroups:

Asset_2_4x.png Asset_3_4x.png Asset_4_4x.png
 
He enjoys long walks on the beach and spending most of his afternoons fervently handling calls in the Support queue, but his primary workgroup is the Staff workgroup. 

You are running an Agent Activity Summary Report to find out how long Bob worked today.

When we run the report with no filters, we see something like this:
 
 
This is showing us in total of the "Time - Logged-in" column that Bob was logged into any one of the workgroups (everything is basically captured under 'n/a') for a total of 8:00:00, and a break out, under "Time - Logged-in (per-workgroup)", of the time that he was logged into each workgroup (which happens to sum up to 17:00:00). We can also see that ‘n/a’ displays a total under Time - Logged-in, this is because it’s not looking at any particular workgroup.
 
Applying a filter by Workgroup will cause the Time – Logged-In to be 00:00:00 because the report query will now only pull data from all named workgroups in order to determine the amount of time logged into any of them.
 
 
Even when filtering on the three Workgroups that we know Bob was logged into, the result will show as 00:00:00 for the Time – Logged-In.
 
To illustrate this, we have created the diagram below.
 
 
 Time – Logged-In: This represents the amount of time logged into any workgroup.
 
  • Application of a Workgroup filter causes this field to be 0 because it needs to pull data from all workgroups in order to determine the amount of time logged into any of them.
  • Application of an Agent filter displays Time - Logged-In under workgroup n/a’ because it’s not looking at any particular workgroup.
 
Time – Logged-In (per-workgroup): This represents the amount of time logged in each workgroup.
 
  • Application of a Workgroup filter causes this field to display the total amount of Time - Logged-in to the specified workgroups. 

    Note: Totals will be the sum of all of the Workgroups to which the filter is applied to; whether the agents were logged into each workgroup concurrently or separately, the total will display the aggregated totals. This means it will often be much higher than the actual time logged in.
  • Application of an Agent filter will cause the Time – Logged-In(per-workgroup) to display the cumulative duration for each workgroup that the agent was logged into. Totals will display the sum of all of these durations combined. 



If you have any other questions regarding this or anything within Brightmetrics' Mitel (ShoreTel) Reporting and Data Analytics Services, please email us at support@brightmetrics.com

Related Links:

Workgroups: Presented Vs Answered Vs Presented(Missed)

Real Time - MVCCC (ShoreTel ECC): "Group Logged Into" Filter

Get All Agent Activity, filtered down by Membership in Groups or Site

 

 

 

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