Specifications

Overview Contact Center Reports
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ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 9
Contact Center Reports
Contact Center Reports generates historical statistical reports that you can use in evaluating past
activities and planning future actions. The application contains a variety of predefined reports that can
be quickly generated. In addition, you can create reports based on an extensive set of easily
customizable templates.
Wallboard Director
Wallboard Director is used to control the messages displayed on external and desktop agent boards.
Messages can be made up of both free text and statistical parameters. Free sequences can be defined
as a scenario or as popup messages and sent automatically.
Terminology
The following list includes basic terminology you must understand to successfully create Contact
Center reports:
 ACD — Automatic Call Distribution. The method used to distribute calls in Contact Center. ACD
calls are routed and monitored by the ShoreTel system.
 Agent — An operator who handles calls in a call center.
 Agent Group — Agent groups form specialized units that receive and place calls. A group is a
destination of the service entity in ShoreTel Contact Center Solution. Calls delivered to the group
are presented to the most appropriate agent according to the specified routing policy.
 Agent Queue — Contact Center provides each agent with a personal queue, allowing voice calls
(only) to be queued for that specific agent. This powerful and useful feature is extremely relevant
for sales oriented and direct marketing organizations where individual agents are responsible for
accounts. This functionality can also improve customer service in call centers with a small number
of agents and fluctuating amounts of traffic, since agents can address higher priority calls while
transferring their current interaction into their personal queue. Calls can also be routed to an
individual agent first, and then expanded to a larger set of agents if the primary agent is not
available. In addition, agent queues can be used as a routing destination by a service, IRN, or call
control script.
 ANI — Automatic Number Identification. The series of digits that is sent by the PSTN to the PBX
containing the Dial Number of the caller.
 ANI Domain — A set of 1 or more Telephone number prefixes (part of which may be whole
telephone numbers) grouped under a domain name for statistical purposes.
 ASA — Average Speed of Answer. The average time it takes for a call to be answered, from the
time it is received.