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.
When you start building out Real Time dashboard charts you may, at first, wonder, “Where do I even start?” Data Source and Instances - This is where it all starts for all of your charts. In this article we will break down the Real Time data source instances around Mitel MiVoice Connect Contact Center (Connect CC)(ShoreTel ECC) and explain how they can be used. (See screenshots and steps listed below)
LET’S START BUILDING!
Note: To create a Real Time chart you will first need to ensure that you have the Real Time module on your account. If you do, you are all set to start building. If you do not, you will want to reach out to your VAR to have them add a trial for you or if you are a direct customer you can add on the Real Time module in trial mode by visiting the link here, beginning on page 12: http://brightmetrics.com/new-customer-setup/
To create the following Connect CC (ShoreTel ECC) Real Time Charts, navigate to the Edit Dashboard Page in the Sidebar Menu and then Click Create Chart.
Note: If you do not have this option listed you will need to speak with an admin on the account to get access to create charts. If you do not know who the admins are, please email us at email@example.com and we would be happy to let you know.
On each chart you will be able to specify your chart type and order as well as layout and values.
1. ECC (Connect CC) Real Time Agent Status (See example below)
Once you have chosen the ShoreTel Real Time Data Source Group, the first Data Source instance you will have in your drop down for ShoreTel ECC (Connect CC) Real Time is ECC (Connect CC) Real Time Agent Status:
You can use this Real Time ECC (Connect CC) data source to get agent status info for the day. e.g.
- How many calls they have taken
- How long they have been on those calls
- What is their percentage of answered/presented ACD calls
- What is their current status
(Example: ECC (Connect CC) Real Time Agent Status - Agent Status by Agent Name)
2. ECC (Connect CC) Real Time Group Status (See example below)
The next instance you will have in your drop down for ShoreTel Real Time is ECC (Connect CC) Realtime Group Status:
With this data source, you can look at chart values that pertain to your Groups. e.g.
- ASA(average speed to answer)
- Max queue time
- Number of Queued calls
- Requests per hour(RPH)
(Example: ECC (Connect CC) Real Time Group Status - Queued Calls)
3. ECC (Connect CC) Real Time Agent Timeline (See example below)
The 3rd chart option you will have for ShoreTel Real Time is ECC (Connect CC) Realtime Agent Timeline:
With this Data Source Instance, you can get visualization on what the agent was doing inside of the ECC (Connect CC) system at a given time. Were they:
- On a call
- In wrap
- Logged out
In utilizing this data source instance, the charts will display a timeline that you can adjust by dragging the slider bar to see the time period of the day. (See example below)
(Example: ECC (Connect CC) Real Time Agent Timeline - Agent Status)
4. ECC (Connect CC) Real Time Group Queued Calls (See example below)
The fourth chart option for ShoreTel Real Time is ECC (Connect CC) Realtime Group Queued Calls:
This data source instance can report around the calls that are currently in queue for your groups, with additional details, such as:
- Caller ID
- DNIS name
- Dialed number
(Example: ECC (Connect CC) Real Time Group Queued Calls - Queue Time)
5. ECC (Connect CC) Real Time DNIS Status (See example below)
The 5th chart option available under ShoreTel Real Time is ECC (Connect CC) Real Time DNIS Status:
This will allow you to categorize by DNIS name so that you can visualize things like:
- Calls in queue
- Calls abandoned
- Chats answered
(Example: ECC (Connect CC) Real Time DNIS Status - Calls in Queue)
6. ECC (Connect CC) Real Time System Status (See example below)
The final Data Source Instance for ShoreTel Real Time is ECC (Connect CC) Realtime System Status:
Use this Data Source Instance for licensing information concerning your system:
• Number of licenses in use
• Agents logged in and using those licenses
(Example: ECC (Connect CC) Real Time System Status - Agents Logged in)
Once you have established the chart type that you wish to build, you can start laying down the chart Items and configuring them to be able to visualize your data in a way that works best for you. If you have any questions concerning you charts and how to build them, please let us know and we would be happy to assist; email us at .
If you are looking for information on creating Real Time ShoreTel Core (Mitel MiVoice Connect) charts you can do so by clicking on the link here: