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ShoreTel Contact Center Interaction Viewer

ShoreTel Contact Center Interaction Viewer

Recommended for: Any customer desiring easy access to detailed call by call (as opposed to statistical) information

Overview

  • Web based Application for viewing “Cradle to Grave” information on a call by call basis
  • Extensive data filtering from date/time range to advanced matching conditions
  • Optional links to audio call recordings when paired with ShoreTel Call Recorder
  • Tie to ShoreTel CDR - Each call is “clickable” to determine complete routing from trunk to agent
  • Requires CCIR Transform Service which transforms ‘raw’ CCIR data

Benefits

  • User friendly view enables quick and accessible analysis
  • Easily managed web application Merged data (available within minutes of call completion) from the Contact Center and the PBX CCIR
  • Transform Service can be purchased separately to allow customers build their own application