Specifications

Analyzing Trends Historical Report Templates
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ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 28
Agent — If you generate a historical report on a large number of agents, the report may show the
entire list of agents in the Agent Name field, but no data is displayed. In this instance, contact your
system administrator. The administrator must add the value reduce_header_size=1 to the [Admin
Configuration] section of the wecc.ini file on your PC.
You can select up to 400 agent entities per report.
ANI Distribution — Calls grouped by ANI, which is specified in Contact Center Director >
Domains > ANI Prefixes
Dial List — Outbound calls performed by the system. The success and failure of the calls are
shown.
DNIS — The DNIS associated with a specific IRN (the first point of entry into Contact Center).
There are different DNIS reports for voice call flows and email flows generally used to report on the
experience from the service point of view.
You can select up to 400 DNIS entities per report. However, note that reports with more than twenty
DNIS entities will take additional time to generate.
Group — A group of agents. There are different group templates for voice call and email flows.
You can select up to 255 group entities per report.
IVR Applications — Sections of logic defined in call control scripts.
IVR Ports — A grouping of IVR applications.
Release Code — Used to label the activity of an agent.
Wrap-Up Code — Used to label the type of call received by the agent.
Predefined Templates
The following predefined templates are available for generating historical reports:
 BP1.1 WFM- Blue Pumpkin Report
 RA1.1 Agent Performance Report by Interval
Tip
Use a group template if you want to see queue statistics, since Contact Center puts calls into queue(s)
associated with a group of agents.