Specifications

Analyzing Trends Understanding Historical Report Results

ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 50

 Max ACD Talk Time — The amount of time that interaction with an email must exceed to be

counted as “too long” in historical reports.

 Interval Time — The time period that will be monitored for realtime reports for the email DNIS

 Service Time Intervals — The time intervals in which emails are monitored. Statistics on the

emails can be viewed in STI histogram reports that show the number of emails waiting in each

given interval.

Understanding Historical Report Results

This section provides information about the data displayed in historical reports.

Data on Deleted Agents

You can retrieve historical data on agents that have been deleted from Contact Center Director using

the Group report templates (such as the 3.4 Group Agent by Date Report). If the parameters of the

report (i.e. group and date) are appropriate for the removed agent, the agent is listed in the report with

an asterisk.

Note that Agent historical reports and real-time reports do not display data for deleted agents.

How Agent Actions Affect Dial List Data

The Agent Toolbar Callback buttons, used by agents to work with callbacks, do not directly trigger the

success or failure of outputs of an outbound dial list. Callback button usage is recorded on a per dial

list, per period, basis. Refer to ShoreTel Enterprise Contact Center 8 Using Agent Toolbar for

information about how agents should use these buttons.

The Set Callback – Reinsert Busy and Set Callback – Reinsert No Answer buttons reinsert the

number back into the list. These numbers are called back at a later time based on the Retry on Busy

and Retry on No Answer options specified in System Parameters > Outbound > General

Preferences in Contact Center Director.

The Set Callback – Reinsert Terminate button removes the number from the dial list. These entries

are only retained for each instance of a dial list. For example, if the Start Periodically option is set to

weekly for the dial list, the number will not be called back for that period. However, if the same record

is imported again, during the next period it will be called.

Updates to Your External Database Records

The following table lists the updates made to your external database call records as the result of agent

activity.