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Monitoring Activity Creating Real-Time Reports

ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 21

 Group Queued Calls Graph

 Group Queued OACD Calls Graph

 Group STI Graph

 IVR Applications ACD Distribution Graph

 IVR Applications Active ACD Graph

 IVR Applications Active OACD Graph

 IVR Applications OACD Distribution Graph

 IVR Group IVR Ports Report

 IVR Ports Distribution Graph

 IVR Ports Report

 Staffing Graph

 Staffing Percent Graph

 Staffing Percent Report

 Staffing Report

Creating Real-Time Reports

You can create a new real-time report for current information on your call center.

If you want to generate reports on call activity in an IVR Application, you first need to specify the

associated DNIS. Refer to Generating Reports on IVR Applications on page 48 for details.

Complete the following steps to create a real-time report:

1. Click File > New, or click the New icon on the Toolbar.

2. The New dialog box appears.

3. Select a Report Type.

4. Select a Template Name, and click OK.

5. You can change the sort order of the entities in the list by clicking the entity title.

Entities listed alphabetically are displayed in reverse alphabetical order; entities listed by number

are displayed in reverse numerical order.

6. Select the required entity, and click OK.

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ShoreTel ShoreWare Spécifications Page 21