The reporting tool of the Mitel contact center is CCMweb.
It can be accessed thru this link:
http://<MiCC FQDN>/CCMWeb
Login details would be the same as Ignite and CCC.
***If you want to set up the CCC, you can download and run the client component pack in the link below and select CCC as necessary.
http://<MiCC FQDN>/CCMWeb/downloads/Mitel%20Client%20Component%20Pack.exe
Here's a link for the guide on reports.
http://<MiCC FQDN>/CCMWeb/webforms/help/MiCC_ContactCenterReportsGuide.pdf
Video clip links
https://www.mitel.com/support/learning-center/mivoice-business/micontact-center-business/ccmweb
or search some video clips in this channel https://www.youtube.com/@mitel
You may want to check the top five recommended reports.
Top Five recommended reports
We recommend every contact center use the following Five reports:
1. Queue Performance by Period:
The Queue Performance by Period report shows traffic level highs and lows, and the service level you provide at these times. Run this report each day and watch for trends in the traffic level, abandon rate, and service level.
2. Queue Group Performance by Queue:
The Queue Group Performance by Queue report compares queues, and provides information on the performance of your entire contact center.
3. Queue Group (Answer, Handle, Abandon) Spectrum by Queue:
The spectrum reports provide valuable information on how interactions are dispersed in your contact center. You can configure answer, handle, abandon thresholds, and describe the percent breakdown by time for
– Interactions Answered - Which interaction waited in queue the longest before it was answered or opened? How quickly are most interactions answered or opened?
– Interactions Handled - How many interactions were handled for the queue? What was the greatest duration for which a queue member interacted with a customer?
– Interactions Abandoned - What was the number of interactions abandoned? How long did a customer wait before abandoning the interaction?
4. Agent Group Performance by Period:
The Agent Group Performance by Period report allows you to identify trends in agent group performance. This report tells you how many agents are logged on, and how an agent group's performance varies throughout the day.
5. Agent Group Event by Period (hh:mm:ss):
The Agent Group Event by Period (hh:mm:ss) report lets you compare the performance of agents who perform similar jobs. This report provides the shift time by agent, and a variety of contact counts and
agent event counts, such as instances where agents were unavailable.
Queue reports
• Describe the Service Level clients experience
• Indicate your customers' perception of this service (for example, 'Average delay to abandon' statistics)
• Provide customer demographics (for example, on tolerance to delays, and the time of day that clients
contact the contact center)
Agent reports
• Describe agents’ performance
Voice Queue and Queue Group Performance by Period
The Queue and Queue Group Performance by Period reports show the call activity of a queue and queue group across 15-, 30-, or 60-minute intervals, for the shift duration and day(s) you specify (See the following figure.)
If your interflow statistic is zero, you probably did not program the telephone system with an interflow
value.
NOTE: If you run the Queue Performance report against a Ring Group, you will see only Answered by ACD
group 1 column. If you run the Queue Performance report against ACD, you will see Answered by ACD
group 1, 2, 3, and 4 columns.
The Queue and Queue Group Performance by Period reports provide the following information:
| Report Field | Description |
| Activity period | the interval of the report |
| ACD calls offered the number | the number of ACD calls offered to the queue (Handled + Long abandoned + Interflowed) |
| ACD calls handled | the number of ACD calls answered |
| Calls abandoned (short) | the total number of calls abandoned before the Short Abandon threshold (the Short Abandon is 6 seconds). |
| Calls abandoned (long) | the total number of calls abandoned after the Short Abandon threshold. |
| Calls interflowed | the number of calls that were redirected from the queue to an alternate answer point, such as another queue or voicemail, after the Short Abandon time |
| Calls requeued | the total number of requeues at the agent's position - if an agent fails to answer a call, the system places the call back in the same queue NOTE: the total duration of non-ACD calls (including hold time and transfer/conference time) |
| Queue unavailable | the number of interactions either routed to the queue's unavailable answer point/overflow point or interflowed before the Short Abandon time |
| Answered by ACD group 1 | the number of ACD calls answered by the first answer point NOTE: the total duration of non-ACD calls (including hold time and transfer/conference time) |
| Answered by ACD group 2 | the number of ACD calls answered by the second answer point NOTE: the total duration of non-ACD calls (including hold time and transfer/conference time) |
| Answered by ACD group 3 | the number of ACD calls answered by the third answer point NOTE: the total duration of non-ACD calls (including hold time and transfer/conference time) |
| Answered by ACD group 4 | the number of ACD calls answered by the fourth answer point NOTE: the total duration of non-ACD calls (including hold time and transfer/conference time) |
| Average speed of answer (hh:mm:ss) | the average delay before calls were answered (including time in queue and member ringing time) NOTE: for Ring Groups, this includes time calls spent ringing on other extensions in the Group (Terminal Cascade, Circular, and Circular Cascade ringing only) |
| Average delay to abandon (hh:mm:ss) | the average elapsed time before the call was abandoned |
| Average delay to interflow (hh:mm:ss) | the average elapsed time before the call was interflowed |
| ACD handling time (hh:mm:ss) | the total duration of ACD calls, from when the calls are answered to when they are disconnected (including hold time and transfer/conference time) |
| Average ACD handling time (hh:mm:ss) | the average duration of ACD calls, from when the calls are answered to when they are disconnected (including hold time and transfer/conference time) |
| Abandon % | the percentage of calls that were abandoned after the configured short abandon threshold |
| Service Level % | the percentage of calls answered within the specified Service Level time |
| Answer % | the percentage of offered calls answered |
| Totals | the total of each of the columns |
Voice Queue Group Performance by Queue
The Queue Group Performance by Queue report compares the workload distribution across the queues in a queue group for the shift duration and day(s) you specify. It reports the call statistics in hours, minutes,
and seconds, and provides call counts across queues. (See the following figure.)
NOTE:
• The Queue Group Performance by Queue report can contain up to a maximum of 1,000 queues in one
report.
• If your interflow statistic is zero, you probably did not program the telephone system with an interflow
value.
• If you run the Queue Performance report against a Ring Group, you will see only Answered by ACD
group 1 column. If you run the Queue Performance report against ACD, you will see Answered by ACD
group 1, 2, 3, and 4 columns.
The Queue Group Performance by Queue report provides the following information:
| Report Field | Description |
| ACD queue | the queue’s reporting number |
| ACD queue name | the queue's name |
| ACD calls offered | the number of ACD calls offered to the queue (Handled + Long abandoned + Interflowed) |
| ACD calls handled | the number of ACD calls answered |
| Calls abandoned (short) | the total number of calls abandoned before the Short Abandon threshold (the Short Abandon is 6 seconds). |
| Calls abandoned (long) | the total number of calls abandoned after the Short Abandon threshold. |
| Calls interflowed | the number of calls that were redirected from the queue to an alternate answer point, such as another queue or voicemail, after the Short Abandon time |
| Calls requeued | the total number of requeues at the agent's position - if an agent fails to answer a call, the system places the call back in the same queue NOTE: not applicable to Ring Group reporting. Statistics for Ring Groups will display as '0'. |
| Queue unavailable | the number of interactions either routed to the queue's unavailable answer point/overflow point or interflowed before the Short Abandon time |
| Answered by ACD group 1 | the number of ACD calls answered by the first answer point NOTE: not applicable to Ring Group reporting. Statistics for Ring Groups will display as '0'. |
| Answered by ACD group 2 | the number of ACD calls answered by the second answer point NOTE: not applicable to Ring Group reporting. Statistics for Ring Groups will display as '0'. |
| Answered by ACD group 3 | the number of ACD calls answered by the third answer point NOTE: not applicable to Ring Group reporting. Statistics for Ring Groups will display as '0'. |
| Answered by ACD group 4 | the number of ACD calls answered by the fourth answer point NOTE: not applicable to Ring Group reporting. Statistics for Ring Groups will display as '0'. |
| Average speed of answer (hh:mm:ss) | the average delay before calls were answered (including time in queue and member ringing time) NOTE: for Ring Groups, this includes time calls spent ringing on other extensions in the Group (Terminal Cascade, Circular, and Circular Cascade ringing only) |
| Average delay to abandon (hh:mm:ss) | the average elapsed time before the call was abandoned |
| Average delay to interflow (hh:mm:ss) | the average elapsed time before the call was interflowed |
| ACD handling time (hh:mm:ss) | the total duration of ACD calls, from when the calls are answered to when they are disconnected (including hold time and transfer/conference time) |
| Average ACD handling time (hh:mm:ss) | the average duration of ACD calls, from when the calls are answered to when they are disconnected (including hold time and transfer/conference time) |
| Abandon % | the percentage of calls that were abandoned after the configured short abandon threshold |
| Service Level % | the percentage of calls answered within the specified Service Level time |
| Answer % | the percentage of offered calls answered |
| Totals |
the total of each of the columns |
Queue Group (Answer, Handle, Abandon) Spectrum by Queue
The spectrum reports provide valuable information on how interactions are dispersed in your contact
center. You can configure answer, handle, abandon thresholds, and describe the percent breakdown
by time for
– Interactions Answered - Which interaction waited in queue the longest before it was answered or
opened? How quickly are most interactions answered or opened?
– Interactions Handled - How many interactions were handled for the queue? What was the greatest
duration for which a queue member interacted with a customer?
– Interactions Abandoned - What was the number of interactions abandoned? How long did a
customer wait before abandoning the interaction?
Voice Queue Group Answer Spectrum by Queue
The Queue Group Answer Spectrum by Queue report provides a frequency distribution of call handling
on a queue group across intervals from 1-10. (See the following figure.)
The following are the first four fields of the Queue Group Answer Spectrum by Queue report:
| Report Field | Description |
| Reporting | the queue’s reporting number |
| Full name | the queue's name |
| Opened | the number of ACD calls answered |
| Maximum time to open (hh:mm:ss) | the maximum delay before the call was answered |
| Totals | the total of each of the columns NOTE: The 'Maximum' column displays the highest value for the reporting period. |
The remaining fields of the Queue and Queue Group Spectrum by Queue reports provide a frequency
distribution of call patterns based on a defined time scale (Spectral Interval 1-10). The Spectrum Interval
field reflects the total number of calls for that interval and all preceding intervals. The % of calls answered
field reflects the percentage of calls for that interval and all preceding intervals.
NOTE: Spectrum Interval 10 reflects the total number of calls for that interval only.
Voice Queue Group Handle Spectrum by Queue
The Queue Group Handle Spectrum by Queue report provides a frequency distribution of call handling
on a queue group across intervals from 1-10. (See the following figure.)
The following are the first four fields of the Queue Group Handle Spectrum by Queue report:
| Report Field | Description |
| Reporting | the queue’s reporting number |
| Full name | the queue's name |
| Handled | the number of ACD calls answered |
| Maximum duration (hh:mm:ss) | the duration of the longest call for the period |
| Totals | the total of each of the columns NOTE: The 'Maximum' column displays the highest value for the reporting period. |
The remaining fields of the Queue and Queue Group Spectrum by Queue reports provide a frequency
distribution of call patterns based on a defined time scale (Spectral Interval 1-10). The Spectrum Interval
field reflects the total number of calls for that interval and all preceding intervals. The % of calls answered
field reflects the percentage of calls for that interval and all preceding intervals.
NOTE: Spectrum Interval 10 reflects the total number of calls for that interval only.
Voice Queue Group Abandon Spectrum by Queue
NOTE: The Abandoned column contains the total number of both short and long abandoned calls. If you
need to view a report that clearly separates long and short abandoned calls, see "Voice Queue and
Queue Group Performance by Period".
The Queue Group Abandon Spectrum by Queue report provides a frequency distribution of call handling
on a queue group across intervals from 1-10. (See the following figure.)
The following are the first three fields of the Queue Group Abandon Spectrum by Queue report:
| Report Field | Description |
| Reporting | the queue’s reporting number |
| Full name | the queue's name |
| Abandoned | the total number of ACD calls abandoned, including both short and long abandons |
| Maximum delay to abandon (hh:mm:ss) | the maximum delay before the call was abandoned |
| Totals |
the total of each of the columns |
The remaining fields of the Queue Group Spectrum by Queue report provide a frequency distribution of
call patterns based on a defined time scale (Spectral Interval 1-10). The Spectrum Interval field reflects
the total number of calls for that interval and all preceding intervals. The % of calls abandoned field
reflects the percentage of calls for that interval and all preceding intervals.
NOTE: Spectrum Interval 10 reflects the total number of calls for that interval only.
Voice Agent and Agent Group Performance by Period
The Agent and Agent Group Performance by Period reports shows the call handling performance of an
agent and agent group across 15-, 30-, or 60-minute intervals, for the shift duration and day(s) you
specify. (See the following figure.)
The Agent and Agent Group Performance by Period reports provides the following information:
| Report Field | Description |
| Activity period | the interval of the report |
| ACD calls handled | the number of ACD calls answered |
| Non ACD calls handled | the total number of non-ACD calls answered |
| Calls abandoned | the number of calls abandoned while ringing the agent; abandoned ACD calls are not included in this total |
| Calls outbound | the total number of outbound calls |
| Calls requeued | the total number of requeues at the agent's position - if an agent fails to answer a call, the system places the call back in the same queue |
| Calls transferred to agent | the number of calls transferred to the agent's position |
| Calls transferred from agent | the number of calls transferred from the agent's position |
| Conference calls | the total number of conference calls involving the agent NOTE: Supervised transfers performed from Ignite are included as conference calls. |
| Account Code | the number of Account Codes entered |
| ACD handling time (hh:mm:ss) | the total duration of ACD calls, from when the calls are answered to when they are disconnected (including hold time and transfer/conference time) |
| Average ACD handling time (hh:mm:ss) | the average duration of ACD calls, from when the calls are answered to when they are disconnected (including hold time and transfer/conference time) |
| Non ACD handling time (hh:mm:ss) | the total duration of non-ACD calls (including hold time and transfer/conference time) |
| Average non ACD handling time (hh:mm:ss) | the average duration of non-ACD calls (including hold time and transfer/conference time) |
| Outbound handling time (hh:mm:ss) | the total duration of outbound calls (including hold time and transfer/conference time) |
| Average outbound time (hh:mm:ss) | the average duration of outbound calls |
| Average manned agents (Agent Group only) | the average number of voice agents scheduled for the shift |
| Totals | the total of each of the columns |
Voice Agent and Agent Group Event by Period (hh:mm:ss)
Event reports derive their data from the ACD real-time event stream. Event reports on non-ACD extensions
use the MiTAI stream. All other reports derive their data from the SMDR stream.
The Agent Event by Period (hh:mm:ss) report displays log on and log off times for the agent and the total
duration the agent spent in various agent states for the day(s) you specify. It reports the call statistics in
hours, minutes, and seconds and provides call counts for the agent. (See the following figure.)
The Agent Group Event by Period (hh:mm:ss) report displays log on and log off times for the members of
the agent group and the total duration each agent of the agent group spent in various agent states for the
day(s) you specify. It reports the call statistics in hours, minutes, and seconds and provides call counts
for the agent.
Your choice of Shift Mode determines how this report calculates data. In Reporter, after Shift Mode, select
the checkbox for either Default or Agent Group Presence. 'Default' ignores presence data. 'Agent Group
Presence' subtracts agent absence from shift data. Data relating to individual agent presence is not
displayed under the corresponding report columns.
The Agent Event by Period (hh:mm:ss) report is truncated to the first 1000 records. It provides the
following information:
| Report Field | Description |
| Login date/time | the date and time at which the agent logged into the system |
| Logout date/time | the date and time at which the agent either last logged out of the system or last performed an event (for example, went into Make Busy) |
| Total shift time (hh:mm:ss) | the total time the agent spent logged into the system, for the reporting period |
| Idle time (hh:mm:ss) | the total duration the agent was logged on and available to receive calls |
| Average ringing time (hh:mm:ss) | the average duration calls rang on the agent’s phone before the agent answered the calls |
| ACDcalls handled | the total number of ACD calls the agent answered |
| ACD short handle call count | the total number of ACD calls answered where talk time is less than the Short handle parameter |
| ACD true talk time (hh:mm:ss) | the total duration of ACD calls, from agent pick up to client hang up (excluding hold time) |
| ACD hold time (hh:mm:ss) | the time for which ACD interactions were put on hold |
| Average ACD true talk time (hh:mm:ss) | the average duration of ACD calls, from agent pick up to client hang up (excluding hold time) |
| True ACD calls per hour | the total ACD call count minus the ACD short handle call count, divided by the shift time for this agent |
| Wrap up time (hh:mm:ss) | the duration the agent spent in the wrap up state. Wrap up time does not include any time spent making or taking calls during the wrap up timer |
| Average wrap up time (hh:mm:ss) | the average duration the agent spent in the wrap up state. Wrap up time does not include any time spent making or taking calls during the wrap up timer |
| Non ACD true talk time (hh:mm:ss) | the total duration of non-ACD calls (excluding hold time) |
| Non ACDhold time (hh:mm:ss) | the time for which non-ACDinteractions were put on hold |
| Non ACD calls handled | the total number of non-ACD calls answered |
| Originated outbound time (hh:mm:ss) |
the total duration of outbound calls
NOTE: In Event reports, Outbound statistics do not include unanswered calls |
| Outbound hold time (hh:mm:ss) | the time for which outbound interactions were put on hold |
| Calls outbound |
the total number of outbound calls
NOTE: In Event reports, Outbound statistics do not include unanswered calls |
| Total hold time (hh:mm:ss) | the total hold duration across all call types (ACD, non ACD, and outbound calls) |
| Average hold time (hh:mm:ss) | the average hold time across all call types (ACD, non ACD, and outbound calls) (Total hold time / Total hold count) |
| Total hold count | the total hold count across all call types (ACD, non ACD, and outbound calls) |
| Total Make Busy time (hh:mm:ss) | the total time spent in Make Busy, controlled by the agent or the supervisor |
| Average Make Busy time (hh:mm:ss) | the average time the agent spent in Make Busy, controlled by the agent or the supervisor |
| Make Busy count | the number of times the agent entered Make Busy |
| Total DND time (hh:mm:ss) | the total duration the agent spent in Do Not Disturb, controlled by the agent or the supervisor |
| Average DND time (hh:mm:ss) | the average duration the agent spent in Do Not Disturb, controlled by the agent or the supervisor |
| DND count | the total number of times the agent entered Do Not Disturb |
| Requeue count | the number of times a call was offered to an agent, was not answered, and was subsequently offered back to the queue |
| Extension number | the extension number used not applicable to SIP reporting |
| Totals | the total of each of the columns |
Video Training Links on MiCC CCMWeb
https://learn.mitel.com/watch/53uqXNgVQ6dFCr5uNyRCEy
or
https://www.youtube.com/playlist?list=PLfnifmKe3FgPvF2FxsxsEXRFAl7_bOOr8
https://www.mitel.com/support/learning-center/mivoice-business/micontact-center-business/ccmweb
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