Time Synchronization and ShoreTel Reporting


Recently we seen several companies with discrepancies in reporting and analytics for the ShoreTel system that have been due to time synchronization issues between different components in the ShoreTel system. So we asked our CTO, Andrew Gaskill, to write up a quick blog post to discuss this and how to make sure your ShoreTel system stays in sync.

In the ShoreTel CDR database, calls are broken out into so-called “connect” records for each party involved in the call. Read the rest of this entry »

No Comments » | Posted by brightmetrics |

New Feature – Added ability to email reports as PDF, XLS, or CSV

We pushed a small but highly requested feature out today.

Reports can now be exported or emailed as PDF, XLS, or CSV.

The difference between XLS and CSV is subtle. Read the rest of this entry »

No Comments » | Posted by Jim Lewis |

Brightmetrics Call Party Activity

We’ve just released a major new data source for our ShoreTel Reporting and Data Analytics Services.

We are always playing a balance game with our service. On one hand, we want to keep the tool as easy to use and intuitive as possible. On the other hand, we want it to be, unquestionably, the most powerful ShoreTel Reporting and Data Analytics tool available. Sometimes those things seem like they are mutually exclusive. In this update, we’re releasing our Call Party Activity data source and it’s bound to be a little confusing for some people as to when you would use this data source as opposed to Call Data that we already have. The difference between these will hopefully be illuminated in this post. Read the rest of this entry »

No Comments » | Posted by Jim Lewis |

Why You Need Analytics for your ShoreTel, Not Just Reporting

This post is around reporting for the ShoreTel VoIP phone system. But it could just as easily be around any source of data in your organization.

The real question being asked here is “What is the difference between reporting and analytics?” Read the rest of this entry »

No Comments » | Posted by Jim Lewis |

New Date Selections & System Directory Reporting

One thing that has been on my wish list for a while now is the ability to run reports based on dynamic date ranges.

Until now, when you set a report period or schedule filter, you normally told it to run for something like the last 30 days. Or maybe you wanted a report for yesterdays calls and you had to fool the system by running the report for the “last 1 days” and scheduling it to run early in the morning because that would run for yesterday up to the time when you run the report and include results from today. I can see why that’s been a little confusing for some.

Today, that’s solved. Read the rest of this entry »

No Comments » | Posted by brightmetrics |

Create Actionable Metrics from Your ShoreTel System to Increase Customer Satisfaction

I have to admit it. It drives me a little crazy when I speak to people that believe they are getting what they need from the standard canned reports that come from the ShoreTel system.

There’s a lot of reasons for this. The columns of data are enough to put you to sleep. The single point in time snapshots don’t give you the context of what is really going on over time. The numbers the system spits out don’t give a real picture of what is happening (did you know that when you run a report against users, not all the calls for those users are showing up. Email me if you want more information about this).

But the number one thing that does it for me is that very few of the standard, built-in reports offer up any real, actionable, information. Read the rest of this entry »

No Comments » | Posted by Jim Lewis |

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