ShoreTel Real-Time Connector Data Fields for Optymyse™
(Platform: ShoreTel ECC / Connect Version 9+/Mitel MiVoice Connect and Mitel MiCloud Connect)
The connector has 2 feeds Groups and Agents:
Group Statistics (Default)
- GroupId - Group Number
- GroupName - Group Name
- Queued-calls - Number of calls waiting
- Current-max-que-time - Oldest Call Waiting
- CurrentAvgQueTime - Average Call Wait
- QueuedCallsAboveTasa - Calls Waiting Outside TASA (Target Average Answer Time)
- AgentsLoggedIn - Agents Logged On
- AgentInRelease - Agents in Release
- AgentsInWrapUp - Agents in Wrap
- AgentsIdle - Agents Waiting
- AgentsOnAcd - Agents on ACD (Automatic Call Distribution)
- AgentsOnNonAcd - Agents on Non-ACD
- AgentsTalkTooLong - Agents talking too long
- TSF - % Service Factor (Target Service Factor)
- ACDInCalls - Calls Offered
- AnsweredCalls - Calls Answered
- AbandonedCalls - Calls Abandoned
- AvgTimeAbandoned - Average Time to Abandon
- Calls InterflowOut - Number of Calls Interflowed From
- Group InterflowIn - Number of Calls Interflowed To Group
- ASA - Average Speed to Answer
- AcceptedCalls – Number of Accepted Calls
- CallsAnsweredBeforeTasa - Answered Within Target
- CallsAnsweredAfterTasa - Answered Outside Target
- AbandonedWithinTasa - Abandoned Within Target
- AbandonedAfterTasa - Abandoned Outside Target
- OverflowedInCallsAnswered – Overflowed in calls answered
- OverflowedInCallsAbandoned – Overflowed in calls abandoned
- Start-time
- Interval-length
- Queued-sti-1
- Queued-sti-2
- Queued-sti-3
- Queued-sti-4
- Queued-sti-5
- Queued-sti-6
- Current-max-talk-time
- Max-time-abandoned
- Avg-time-interflow
- Max-time-interflow
- RPH
- Avg-acd-talk-time
- Max-configured-acd-talk-time
- Interval-max-queue-time
- Interval-avg-queue-time
- Tasa – Target Average Speed to Answer
- Total-talk-time
- Total-wrap-up-time
- Longest-acd-talk-time
- Overflowed-in-calls-interflowed-out
- Overflowed-in
- Transferred-in-calls
- Transferred-out-calls
- Calls-answered-in-other-group
- Group-calls-answered-in-other-group
- Overflowed-calls-answered-in-other-group
- Queued-emails
- Queued-emails-above-tasa
- Current-email-avg-que-start-time
- Current-email-max-que-start-time
- Email-sti-1
- Email-sti-2
- Email-sti-3
- Email-sti-4
- Email-sti-5
- Email-sti-6
- Emails-accepted
- Emails-answered
- Emails-interflow-out
- Emails-answered-in-other-group
- Email-interval-avg-queue-time
- Email-avg-talk-time
- Email-interval-max-queue-time
- Email-longest-talk-time
Agent Statistics
- ActiveGroupId – Group Number
- ActiveGroupName – Group Name
- AgentId – Agent Number
- AgentName – Agent Name
- Number – Number
- Ext – Extension Number
- State – State
- StateName – State Name*
- StateDur – Duration in State
- Ani – Automatic Number Identification
- Dnis – Dialed Number Identification Service
- ReleaseCode - Release Code
- WrapCode – Wrap Code
- AcdCallsTotal – Total ACD Calls
- OacdCallsTotal - Total Outflow ACD Calls
- NacdCallsTotal – Total Non-ACD Calls
- ChatCallsTotal – Total Chat Calls
- EmailCallsTotal – Total Email Calls
- HeldTotal – Total Calls Held
- AcdCalls – ACD Calls
- OacdCalls - Outflow ACD Calls
- NacdCalls –Non-ACD Calls
- ChatCalls – Chat Calls
- EmailCalls - Email Calls
- Held – Calls Held
- Ttl Time in Idle
- Ttl Time in Ring
- Ttl Time in Talk
- Ttl Time in Release
- Ttl Time in Wrap
- Ttl Time in Busy
- Ttl Time on Email
- Ttl ACD Call Time (excludes Non-ACD)
- Wrap Codes – InBound
If agents go into WRAP state after an inbound call, then Wrap codes will be available.
Wrap Code Name, Position, Count.