Specifications

Monitoring Activity Real-Time Report Templates
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ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 19
Hourly summary templates are used to generate reports that display hourly statistics and summary
data for selected groups. Each row in the report shows data for the interval starting from the time
shown until the start time of the next interval. Data is not displayed until the time interval has
completed. For example, data on the 16:15 interval would not be displayed until the time was 16:30.
Daily summary templates shows statistical and summary data for a group of agents. Data is calculated
over the entire day starting at midnight and ending at the following midnight.
Template Subjects
The subject of a template can be one of the following entities:
 Agents — An operator who handles calls in a call center.
 Groups — A group of agents. There are different group templates for voice call flows and email
flows.
 Agent Queues — Allow calls to be queued for a specific agent.
 IVR Applications — Sections of logic defined in call control scripts.
 IVR Ports — A grouping of IVR applications.
 Dial Lists — Used for outbound calling campaigns and are sets of telephone numbers that are
automatically dialed and routed to agents. From this report, you can end the activity of a currently
running dial list by clicking Terminate.
 DNIS — Associated with a specific IRN, which is the first point of entry into Contact Center. There
are different DNIS reports for voice call flows and email flows.
Daily Summary Templates
The following daily summary templates are available for generating real-time reports:
 Daily Brief Agent Queue Report
 Daily Brief Email Group Report
 Daily Brief Group Report
 Daily Detailed Email Group Report
 Daily Detailed Group Report
Tip
Contact Center puts calls into queue(s) associated with a group of agents. To view queue
statistics, use a group template.