The browserbased micloud connect contact center director management interface provides streamlined administration for the entire. Officesuite contact center conditional routes can be used to reroute callers based on calling telephone number, current queued call counts, timeofday, andor your own custom business hours and holiday schedule. It provides advanced, browserbased tools for reporting on and monitoring all agents and queues, over any date and time. And the report module delivers enhanced level reporting, performance dashboards and customized wallboards. The following is the complete mi contact center guide pdf, 681 pages. Acd menus allows callers to have a say in how their calls are handled. Database components applications script manager user guide. Reports about new applications becoming available for you only if the application favorites feature has been activated page 7 mitel connect manual 1. Micloud connect contact center is easily added to your micloud connect business communication system. It provides advanced, browserbased tools for reporting on and monitoring all agents and queues, over any date and time horizon. Contact center managers know that data is vital to the ability to design the best customer experience possible.
Micontact center enterprise technical documentation mitel. To change the field order, click the header of the field you want move, and then drag the field to its new location in the report. Mivoice connect contact center supervisor guide advanced. The companys premise segment sells and supports premisebased ip and timedivision multiplexing, telephony platforms, desktop and inbuilding mobile devices, and ucc and contact center applications. Ms skype with micontact center gives us the feature we need in our business. Mitel contact centre reporting jccdm technicaluser op 22 sep 16 04. To start viewing messages, select the forum that you want to visit from the selection below. Csm works with both the mitel communications director mcd and the mitel 5000. As the size of a company increases both in number of employees and revenue the need for a contact center increases as well. The password must contain at least one upper case letter. Shoretel enterprise contact center is covered by patents as listed at. For that reason, brightmetrics developed the enterprise contact center ecc analytics addon service.
Micontact center business important product information for customer gdpr compliance initiatives. Mitel connect contact center is a powerful call center solution that includes universal queuing and enterprise resource matching, plus optimized call routing by service level, skills, priority, customer identity, schedules and caller location. Mitel recommends changing the password every 90 days. Insight provides powerful data visualization via an intuitive dashboard and essential wallboard. Prariefyre micontact center flexible reporting mitel.
Log in to the website with a username that has the correct security and permissions to run your reports. Officesuite contact center services menus enable callers to have a say in how their calls. Connect contact center reports generates historical statistical reports that you. Our mitel vendor tells me that flexible reporting is standard with our product and that it shouldnt be any problem making flexible reports. Mitel micloud connect contact center historical reports. Mitel reporting guides fox valley technical college. Based on a survey of 2,000 uk adults carried out by vision critical in september 20 mitel contact centre report 20. Improving the visibility of your business performance via reports and dashboards. Though some time file sharing over skype is creating problems and application broke but overall this is a great solution. Find user guides, license agreements, safety information, and other technical documentation for mitel micontact center enterprise versions 9. Mitel connect contact center overview advanced network systems. At mitel professional services, we recognize that results.
Mitel networks corporation provides business communications and collaboration software and services worldwide. Changing the order of fields in a report monitoring activity 2. If you continue to use this site we will assume that you are happy with it. Cloud contact center solutions for call centers univoip. Mitel contact center enterprise edition provides a rich toolset for business and operational insight into your contact centers performance, including historical reporting and management tools, realtime status, cost accounting, and scheduling. Mitel connect contact center reports help field reference field reference information for historical reports.
Mitel wfm provides a full suite of best practice wfmreports. Connect contact center historical reporting is available for both mitel mivoice connect and mitel micloud. Apr 11, 2018 historical reports are used to obtain information about past call center activity. No reports are available because we dont seem to be able to create reports.
Open the contact center management website by clicking either the icon on your desktop, or going to start mitel contact center management. Information on getting help from nortel is also provided. Contact center services conditional routes can be used to reroute callers based on calling telephone number, current queued call counts, timeofday, andor your own custom business hours and holiday schedule. The following quickguides are for managers using the ccmweb reporting functions. If this is your first visit, be sure to check out the faq by clicking the link above.
Management and reporting applications enterprise edition. Password strength rules an mitel connect password has to match at least four of the following rules. Mitel mivoice connect contact center supervisor guide. The problem being that we run a small call center 45 fulltime staff and their management is telling us that theyre getting far less calls as of the last 610 months. With over 30 standard reports, there is something for all levels of users. Officesuite contact center services admin guide windstream. Conventions preface administrator guide shoretel connect onsite contact center 4 chapter, troubleshooting shoretel connect contact center configuration chaptera, using time zone data. This guide describes how to use the following connect contact center supervisor applications. Connect contact center reports help field reference mitel. The powerful, yet easy to use, mitel mivoice connect formerly known as connect onsite contact center historical reports application provides activity summaries and statistical data that can help you analyze system behavior and aid in the assessment of resources required to meet. Mitel contact center solutions consist of mitel contact center enterprise edition and mitel contact center business edition.
Contact center management the foundation of mitel micontact center business and enterprise editions, it provides browserbased tools for forecasting, reporting on all agents and queues, managing contact center performance, and efficiently integrate with imapbased email systems traffic analysis. Historical reports are used to obtain information about past call center activity. In the red bar along the top, go to reporter scheduled reports. Mitel business analytics has two call analytics modules. It enables basic contact centers or workgroups to efficiently monitor, manage, and route calls. The ccir server that we will guide you through setting up is a critical component to b rightmetrics reporting and analytics in an enterprise contact center environment. Micontact center is a package of cloud contact center tools with various degrees of functionality and complexity for businesses of all sizes. Together, we look forward to helping you power connections that are brilliantly simple. Mitel contact centre reporting mitel networks solutions. Whether you run a large, multisite corporation or a high volume, dynamic small or mediumsized business, this document will help you decide which solution is right for your busine ss needs. Historical reports are used to obtain information about past call center.
Mitels long history in the contact center market gives them an edge on several capabilities important to larger contact centers. Corporation mnc or its subsidiaries collectively mitel or others. Understanding the business case for mitel cloudbased uni. In contrast, live chat and social media are currently used by only one in 10 people. Providing excellent service that will nurture these. Contact center capability as has been true for the past 35 years, contact center functionality is a key component of an overall enterprise communications suite. If you are unable to export reports to pdf, contact your administrator.
Prariefyre micontact center flexible reporting hhallett technicaluser op 21 may 15 15. Mitel management and reporting applications, call volumes. The mitel word and logo are trademarks of mitel networks corporation. Micontact center and business reporter system engineering guide. For a list of the worldwide mitel networks corporation registered trademarks. The reporting for contact center reports explained guide is organized as follows. All reports are fully webbased, feature builtin drilldown functionality and can be easily exported to excel and pdf. Officesuite contact center has call distribution tools. Mitel management and reporting applications enterprise. How to use this guide provides a brief overview of the organization of this guide. Contact center managers with mitel mivoice phone systems and connect contact center know they need to make datadriven decisions but have found that getting to the data to discover insights can be incredibly difficult. As one application in the mitel applications suite, a communications solution for small and mediumsized businesses, customer service manager csm provides entrylevel contact center functionality for effectively sharing calls amongst a team. Micontact center businessmivoice business deployment guide. Understanding the business case for mitel cloudbased.
Their pricing is substantially higher than many other providers and with fewer features included in their basic user licenses. A data item such as accepted calls that appears in a queue report can be defined differently in a cdn report or in a trunk report. Our contact center client marquee feature enables supervisors and agents to configure realtime monitors that can scroll and alarm. Also, video and audio calls are of high quality and realtime. Comprehensive realtime statistics notify agents and supervisors immediately of any issues in contact center performance and enable them to see who is. Mitel provides complete solutions for your business communications needs. Contact center business edition combines robust communications platforms mitel communications director and mitel 5000 communications platform, acd software that resides on the communications platform, and a modular suite of featurerich, webbased applications that reside on the enterprise server. When considering a mitel call center formerly shoretel call center, mitel gives you the ability to choose the appropriate micontact center solution which most closely aligns with your business strategies.
Mitel contact center options mitel s contact center portfolio delivers everything your business needs to transform customer journeys into omnichannel experiences. Allowing for homeshoring and hiring the best agents from around the globe, univoips omnichannel contact center technology gives agents and supervisors 100% access to features and functionality from any device, at any time and from any location. Products and services brightmetrics analytics and dashboards. A cloudbased service delivered from our data centers and backed by our expert services team. Weve talked to our third party provider and theyve said that according to mitel the mitel system doesnt support reporting like this. Experience a worryfree contact center solution while maintaining local control over system call flow scripting and reports. Your contact center is the primary interface to your organization, for your most valuable asset your customers. Available for mitel mivoice connect contact center customers, this addon caters to the many unique data reporting needs of enterprise contact centers. Micontact center businessmivoice business workgroup reports guide.
At other times, you have broader needs that require deeper. Refer to mitel connect contact center reports help field reference for. The solutions cover microsoft lyncbased contact centers including outbound, large scale, small team, and informal contact centers. Easily stay connected to your customers and employees anytime, anyplace. Mitel connect contact center is a powerful yet easytouse solution that. In the video above, we guide you through setting up and configuring a ccir server. The powerful, yet easy to use, mitel mivoice connect formerly known as connect onsite contact center historical reports application provides activity summaries and statistical data that can help you analyze system behavior and aid in the assessment of resources required to meet target service levels. The following is the complete mi contact center guide pdf, 681 pages mi contact center reports guide pdf keywords. Easy to manage spend time managing your business and customers, not your contact center technology.
Creating micloud connect contact center historical reports. Article contents refer to the following sections for details about each page in the wizard that leads you through creating reports. Mitel micontact center editions compared micontact center office micontact center office is an entrylevel contact center solution for small and mediumsized businesses. The mitel mivoice connect contact center supervisor guide describes how to use the mivoice connect contact center supervisor. It provides realtime business intelligence, including call. Introduction gives a background of the reports contained in the reporting for contact center application. More information about mitel products can be found at. Open application server, media message tool user guide. The integrated scheduler allows you to print, email, or export reports to a variety of external formats such as excel, html, and pdf at required. Those experiences empower customers to engage with you on their terms while optimizing your workforce. Micontact center business is composed of the following applications and tools management and reporting applications contact center management the foundation of mitel micontact center business, it provides browserbased tools for forecasting, reporting on all agents and queues, managing contact center performance, and traffic analysis. Multichannel is the name of the game, as consumers are interacting with companies and brands in a variety of ways. Micontact center solutions solid fy growth net contact center revenue up 33% average revenue per seat up 17% contact center agent seats up 4% resilient agent attach rate up from 65% to 79% average cc seat size now at 55 agents cc services in enterprise average 30% 40% 15% of mitel mid market revenue is linked to contact centers. Why mitel mivoice connect contact center mvccc reports.
Use of the trademarks is prohibited without the express consent from mitel. If you run the queue reports it will be the calls in the inter flow column i believe. Mivoice connect contact center supervisor guide 5 before you start about this book shoretel is now part of mitel. Acd terms and definitions there are four different types of information on the telephone activity of your call center. Their core contact center platforms are micontact center office, micontact center business, and micontact center enterprise. Shoretel connect onsite contact center administration guide. We use cookies to ensure that we give you the best experience on our website. Mitel contact center management is the foundation for the mitel contact center solution. Email is by far the most popular channel, used by 72%, followed by telephone 49%. Jul 24, 2018 in the video above, we guide you through setting up and configuring a ccir server. Mivoice connect contact center supervisor guide 23.
1222 106 1256 1288 1325 750 937 1314 1085 26 1134 333 1345 811 39 1194 165 871 1125 767 1211 163 1549 579 17 451 588 391 7 773 89 1372 968 210 1479 969 1233 320 639 687 1288 582