Which Contact Center Report Should I Use?

When you need to pull a report of your call center activity, you can likely identify a template pretty quickly that best fits your needs. There's also a chance you may find yourself unsure of which report includes the exact data you're looking for. Use our brief breakdown below of the different report templates available within Brightmetrics containing data from your ShoreTel ECC or Mitel MIVOICE Connect Contact Center(MVCCC) system to see which contains the data you're needing. 

Looking for information on our Shoretel or Mitel Connect report templates?  Click here

Note:  The amount of data available for detailed reports is limited to the amount of data on your server, determined by your retention period

 

Agent Data

Agent Activity Detail: contains information on your agents that are logging into your ECC groups.  Use this report to look at the exact times an agent logs into each group, how long they spend in Release, calls, wrap, etc.

Agent Login/Logout/Release Detail: looks at the login/logout and release data broken down by agent.

RA1.1 Agent Performance by Interval: contains a summary of agent data broken out by interval.

RA1.2 Agent Performance by Date: contains a summary of agent data.  Use this with various filters to get that big overhead view of the volume of calls, etc broken down by agent.

RA2.1 Group Agents Performance: contains a summary of agent data including the Group Name filter pre-populated.

 

Group Data

RG1.1 Group Performance by Interval: contains a summary of group data broken out by interval.

RG1.2 Group Performance by Date: contains a summary of group data.  Use this with various filters to get that big overhead view of the volume of calls, etc broken down by group.

RG2.1 Group Staffing by Interval: summary-level group data report with the values around the average number of agents logged in by interval already in rows and values.

RG2.2 Group Staffing by Date: summary-level group data report with the values around the average number of agents logged in by full date already in rows and values.

RG3.1 Group ACD Calls Distribution by Interval: group data summary report looking at the 15-minute intervals of time with the preset values of abandoned, interflowed, answered, etc.

RG3.2 Group ACD Calls Distribution by Date: group data summary report looking at the Full Date intervals of time with the preset values of abandoned, interflowed, answered, etc.

RG4.1 Group Abandoned Calls Analysis by Interval:  group data summary report looking at the 15-minute intervals of time with information on when the call abandoned, STI 1, 2, 3, etc.

RG4.2 Group Abandoned Calls Analysis by Date:  group data summary report looking at the Full Date period of time with information on when the call abandoned, STI 1, 2, 3, etc.

RG5.1 Detailed Group Wrap-Up Code by Interval: group data summary report set with the values of treatment time and call count all.  Use the pre-populated filter on top to filter to a specific wrap code to see those details around that code.  The report is also set to 15-minute intervals.

RG5.2 Detailed Group Wrap-Up Code by Date: group data summary report set with the values of treatment time and call count all.  Use the pre-populated filter on top to filter to a specific wrap code to see those details around that code.  The report is also set to full date intervals of time.

RG6.1 Group Wrap-Up Code Report: group data summary report looking at the dimension of Wrap Code broken down by Hour and Total Count.

RG7.1 Abandoned Calls Log: group data DETAIL report looking at the Exit Reason of Abandoned(from the group).  The report includes Call/Date so you can pinpoint when that call came in, along with Caller ID, and Customer Name.

RQ1.1 Agent Queue by Interval: group data summary report looking at the 15-minute intervals of time with preset values to gain information on calls abandoned after TASA, overflowed and interflowed, etc.

RQ1.2 Agent Queue by Date: group data summary report looking at the full date period of time with preset values to gain information on calls abandoned after TASA, overflowed, and interflowed, etc.

 

Service and IRN Data

Service Summary: summary-level service data report looking at the service or DNIS level for the calls that are coming into your ECC system.

 

Config

Agents by Group: listing out group names along with agent name, number, and order.

Agents by Skill: listing out skill names along with agent name and skill ability and preference.

Groups by Agent: listing out groups and group order by agent name.

Skills by Agent: listing out skills by agent name.

 

Still unsure of which report to use or have any questions?  Let us help!  Reach out to our Support Team at  support@brightmetrics.com.

 

 

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