ShoreTel Contact Center C2G Interaction Reports
Prior to release of ShoreTel Contact Center Version 5.
0, reporting was essentially
statistical analysis.
The Contact Center had very useful report generation capabilities that
included the ability to add and...
More
ShoreTel Contact Center C2G Interaction Reports
Prior to release of ShoreTel Contact Center Version 5.
0, reporting was essentially
statistical analysis.
The Contact Center had very useful report generation capabilities that
included the ability to add and delete columns to existing pre-defined reports.
The
reports, however, were generated largely as summary reports based on accumulated totals
of events.
For example, you could generate an Agent Performance report that could report
the total number of calls presented; total call answered; average call holding time; average
talk time over a specified interval.
Though very useful for tracking aggregate call volume,
the reports could not track individual agents events.
The Shoretel Contact Center had no
equivalent of the Call Detail Reporting that you might find in the ShoreTel
IPBX database.
What information was available, was derived by arithmetic manipulation
of totals or the equivalent of “peg counters”.
Each agent had a bucket
Less
