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 for total calls, but the details of each call were not archived in the database.  This led to reports that indicated total calls for the period were 19.2 as calls were averaged over an interval.

Post Tension Slab