Creating Real Time Charts - ShoreTel Core (PBX)(Mitel MiVoice Connect)(MiVC)

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 your Core (PBX) Dashboard Charts and explain how they can be used. (See screenshots and steps listed below)
 

LETS 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:
 
To create the following 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 support@brightmetrics.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. Real Time Workgroup 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 is Real Time Workgroup Status
 
 
Real Time Workgroup Status will allow for you to create Real Time charts around your workgroups with values such as
 
  • Calls in Queue
  • Wait time for today
  • Etc.
 
(Example: Real Time Workgroup Status - Calls in Queue)
 
2. Real Time Agent Status (See example below)
 
The second data source option you will have is Real Time Agent Status
 
This will allow for you to track, in Real Time, specifics around your agents. e.g.
 
  • Agent status
  • Percentage of calls presented vs answered
  • Etc.  
 
(Example: Real Time Agent Status - Agent Status by Agent Name)(1/2)
(Example: Real Time Agent Status - Percent of ACD Calls Answered by Agent Name)(2/2)
 
3. Real Time Workgroup Calls (See example below)
 
The 3rd data source option you will have is Real Time Workgroup Calls.  
 
 
This can be useful when you are interested in monitoring calls that are coming into your workgroups with information on the following:
 
  • Caller ID
  • Wait times
  • Etc.
 
(Example: Real Time Workgroup Calls - Caller ID)
 
4. Real Time Agent Timeline (See example below)
 
The 4th data source option on the Real Time dashboards drop down is agent timeline.  
 
 
This will allow for you to see over the course of the day what the status of an agent(s), workgroup, or user group is.
 
(Example: Real Time Agent Timeline - Agent Status by Agent Name)
 
 
This should give you an idea of what you want to build out when it comes to Real Time dashboard charts.  If you have something in mind and still aren’t sure how to build it out after reading through this article, please email us at support@brightmetrics.com and we would be happy to assist.  
 
If you are looking for information on creating Real Time ECC (Mitel Connect CC) charts you can do so by clicking on the link here:
 
 
 
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