Excluding Logged Out Agents from Real Time Charts

If you are using a Real Time ECC Agent Status chart or a Real Time Agent Status chart on your dashboard, you may want to exclude agents that are currently logged out; this will clear up space and allow you to focus on the agents logged in and active.

First, you will need to create an agent status chart; follow the indicated steps below to do so.

  1. Navigate to the Edit Dashboard Page
    (If you are editing an existing chart: skip step 2-4 and Click Chart Options - click the enclosure tab on the bottom right of the agent status chart you wish to filter and proceed to step 5)
  2. Click Create Chart
  3. Select ShoreTel Real Time as the data source group
  4. Select ECC Real Time Agent Status chart or Real Time Agent Status as the data source instance
  5. Click the Thresholds button beside the Agent Status Chart Value
    (this icon will change if/when a threshold has been applied.)

  6. Click Add Threshold 
  7. Select Click to select values
  8. Scroll to and check the box next to the field you wish to exclude; in this case, choose Logged Out and click Apply
  9. Check the Exclude box, click Okay, and Apply
Now that a threshold has been applied to the agent status, logged out agents will be excluded from your chart.
 
If you have any questions about this or any other features pertaining to or regarding Brightmetrics' ShoreTel Reporting and Data Analytics Services, please email us at support@brightmetrics.com.
 
First, you will need to create an agent status chart; follow the indicated steps below to do so.

 1. Navigate to the Dashboard Page and choose the pencil to Edit

(If you are editing an existing chart: skip step 2-4 and Click Chart Options - click the enclosure tab on the bottom right of the agent status chart you wish to filter and proceed to step 5)Logged_Out1.png

2. Click Add Chart

Logged_Out2.png

 

3.  Select ShoreTel Real Time as the data source type

4.  Select ECC Real Time Agent Status chart or Real Time Agent Status as the data

 
  1. Set one of your values to Agent Status, and click the Filters button at the bottom of chart options and select the plus button next to Agent Status

 

 
  1. Scroll to and check the box next to the field you wish to exclude; in this case, choose Logged Out and click Apply(the radio button on the bottom will be filtered here to EXCLUDE the status selections you make

 

 
  1. Click Apply on your chart
 
Now that a threshold has been applied to the agent status, logged out agents will be excluded from your chart.
  
If you have any questions about this or any other features pertaining to or regarding Brightmetrics' ShoreTel Reporting and Data Analytics Services, please email us at support@brightmetrics.com.

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