Required Subscription: Mitel MiCC
Required Permission Level: Report and Dashboard Creator
When it comes to reporting on status in Brightmetrics MiCC Agent Data set there are going to be two dimensions that you can use those reports; status and sub status. Here is how those are defined and how to use them in your reporting:
Status: This is the system-defined type of status the agent is in. These could be statuses like available, make busy, offline, etc.
Sub Status: This is the internally defined type of secondary status the agent is in. This could be sub statuses like a break, lunch, meeting, etc.
Here is an example of how they can be used together in a report:
On the dashboards, you can use those as well like this:
For more info on data definitions please see the link here.
Questions or comments, please reach out to our support team at firstname.lastname@example.org.