Which Brightmetrics Report Should I Use?

When you need to pull a report of your call 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 PBX or Mitel Connect system to see which contains the data you're needing. 

Looking for information on our ECC report templates?  Click here

Note:  Data for detailed reports are pulled directly from your Mitel server when you request the data.  We do not store the detailed data on our servers for security purposes and create an encrypted connection to query the data as requested.  Because of this, the detailed data we have access to provide you with is limited to the amount of data on your server, determined by your retention period

 

Users:

These reports contain information pertaining to all calls the user was involved in, whether they answered or not. This includes inbound, outbound, extension to extension, and voicemail logins. This data may include duplicate call counts if calls are transferred.  For example:  Joe answers a call and transfers it to Mark.  If you pull a report for both users, the call shows for both.

User Activity Detail: a detailed list of each call with data available containing callerID, dialed number, date/time of the call, previous party, next party, connect and disconnect reasons. 

User Activity Summary: a high-level summary of calls containing call counts which can be broken out by party, extension, previous party, next party, or date grouping.  The summary data can be drilled into by clicking on the row to see the detailed data for those calls. 

 

Hunt Groups:

Hunt Group Call Disposition: contains information around your hunt groups, so ring time, time spent with the next party which would be the agent in the hunt group that answered the group, and who that person was.

Hunt Group Overview: contains information around what happened with the calls that came into the hunt group, were they abandoned, handled by a user in the group, forwarded, handled by voicemail

 

System:

Account Code Detail: If you use Account Codes, which are typically used for billing this report will break down the individual calls with Account Code details.

Account Code Summary: If you use Account Codes, which are typically used for billing this report will summarize calls that use various Account Codes.  Use this to see a total of calls broken down by Account Code and Country Code, or DID/DNIS, etc.

Call Detail Report: contains information on each individual call that came into your system and allows you to filter on Caller ID, Dialed Number, Party, etc to find the exact call. This report will only include one record per call - no duplicate call counts here. The Party Name listed here will be the last party on the call, and may not include all calls for a user if they transfer calls. For a complete list of a user's call activity, please use the User Activity Detail. 

Call Summary Report: high-level summary of the call data found in the Call Detail Report.  Total calls are grouped by call type, DID/DNIS, date, etc.  Commonly used to gain call volume information on how many calls are inbound on a specific DID/DNIS.

Media Stream Detail: contains a detailed look at jitter and packet loss, and can be broken down by Site.

Media Stream Summary: contains summary-level information on packet loss averages, jitter, and call minutes broken down by Site. 

Search by CallerID:  easily search for calls received from a specific callerID by entering a full or partial callerID in the filter.  Most commonly used by filtering to inbound calls. 

Search by Dialed Number: easily search for calls made to a specific number by entering a full or partial dialed number in the filter.  Most commonly used by filtering to outbound calls. 

Search by External Number: easily search for calls made to or received from a specific number by entering a full or partial external number in the filter.  Most commonly used to see all inbound calls from and outbound calls to a specific number.

Trunk Activity Detail: contains detail information on calls broken down by Trunk Group.

Trunk Activity Summary: contains summary level information on calls broken down by Trunk Group.  Use this report to get a Count of Calls broken down by Trunk Group, and/or if the calls were Long Distance.

Trunk Utilization: contains information on trunk utilization.  The report is preset with values to look at max active by trunk group.

 

Workgroups:

Agent Activity Detail: contains detail-level information on the individual agent and what occurred during the time they were logged into the workgroup.  Gain information on when they logged in, how many calls were presented to them versus answered, outbound calls made, etc.

Agent Activity Summary - All: contains summary-level information on the individual agent and what occurred during the time they were logged into the workgroup.  Use this report to get a summary of total calls, broken down by type; workgroups, inbound non-workgroup, outbound calls made, etc. This report will contain internal calls to the agent as well. 

Agent Activity Summary - External: contains summary level information on the individual agent and what occurred during the time they were logged into the workgroup.  Use this report to get a summary of total calls, broken down by call type; workgroup, inbound non workgroup, outbound calls made, etc. This report will only contain external calls, excluding internal calls to the agent. 

Agent Login/Logout Detail: contains detailed information on when the agent(s) logged into the workgroup and how long they were logged in.

Exceptional Calls: contains calls not answered by an agent in the group or were not forwarded via a ForwardAlways condition.

Workgroup Queue Summary: contains information pertaining to inbound workgroup calls, such as call counts, queue times, etc. This will not include any outbound calls made by workgroup agents; those are found in the Agent Activity Summary if the agent was logged into the workgroup while placing the calls, otherwise found in the User Activity Summary and User Activity Detail.

Workgroup Service-Level Summary: breaks out the workgroups by date showing call counts and time metrics by wait time intervals.

 

Configuration:

Call Handling Modes: displays the user's current call handling mode.  This data is current - historical data is not stored or available to see a user's call handling mode for a previous hour or day.  

DID/DNIS Allocation: displays all DIDs or DNIS currently in use on the account, and what the destination name is for each of those, whether it's a Menu, Workgroup, Route Point, etc. It can also be used to show a list of available DID/DNIS by changing the filter to exclude those in use.

DID/DNIS by Destination: displays where calls to each of the DID/DNIS's on your account come into, whether it's an auto-attendant, route point, etc. 

Extension Lists: displays a breakdown of the extensions on your account grouped by extension list and filtered by User Name.

Extension References: displays information on your types of extensions, your source type, and name, otherwise known as the element referencing the extension.

Individual IP Phones: displays information on each of the IP phones on your account.  You can see information about who the current user is assigned to the phone along with MAC address, and switch/site information.

IP Phone Buttons: displays a breakdown of each of the Source Names on your account and the individual IP phone button function.

License Usage Summary: displays each of the license types allowing you to filter on things like configuration date, audit type, etc.

Licenses by User: displays the license type broken down by Full Name and Extension.

Switch Detail Report: displays information about your switches broken down by site.

System Directory: displays information on all users on your account, complete with information on DID, Extension, and Email Address.

User Detail Report: displays information on each of the extensions on your account, complete with license information, site, etc.

User Groups: displays information on each of the user groups on the account complete with the permissions and DID information for the group.

Users by License: displays information on each of license types and the full name and extension of the user that has it.

 

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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