ShoreTel Auto-Attendant Reporting

This post has been updated on 2/25/2014 to update based on further testing. We had been recommending Route Points as reporting points for AA reporting but have found that is not as reliable as using empty Workgroups instead. This post now reflects the new instructions. We get a lot of requests for reporting on what […]

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Multiple-Item and Multiple-Value Charts

Most Brightmetrics users are familiar with single-item charts, which is to say charts that display a single value, potentially broken out by a dimension. For example, count of all calls taken by a workgroup, either as a single total value or perhaps broken out by exit reason, answering agent, or wait time interval. But what […]

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Brightmetrics – What Does That Field Mean?

One of the most common sort of questions we get at the support desk (support@brightmetrics.com) is about what some of the fields in Brightmetrics mean. For the most part, we take the descriptions right from ShoreTel’s data and the info we give comes from their documents. But it’s not very convenient for us to tell […]

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ShoreTel Auto-Attendant Reporting

This post has been updated on 2/25/2014 to update based on further testing. We had been recommending Route Points as reporting points for AA reporting but have found that is not as reliable as using empty Workgroups instead. This post now reflects the new instructions. We get a lot of requests for reporting on what […]

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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 […]

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