By default, all reports published on the CCAD website can be seen by all users. But if required, a report can be configured so only users in specified windows user group(s) can access it.
After the Dashboard has been installed and configured, a user with administrative privileges can quickly design and publish the Dashboard in an intuitive manner.
The ShoreTel Contact Center Agent Dashboard (CCAD) is an add-on application for the ShoreTel Contact Center (CC) that provides the ability to monitor service in real-time. This application displays customer service metrics such as number of calls waiting, average wait times, and other such performance statistics.
When integrating ShoreTel UC with third-party applications, both the ShoreTel TAPI COM and Web Service SDK provide a simpler interface than the ShoreTel TAPI SDK. However, there are some key differences in the exposed ShoreTel UC features. To help developers make an informed decision between the two SDKs, below is a matrix that compares the […]
It is often required to show the list of groups where an agent is currently logged into and active. This information is available from the earlier ShoreTel Contact Center Real Time Agent Activity Event Feed SDK, which gives events for agent login and logout along with the list of groups. But it is not explicitly […]
Do you know how to determine the type of call a ShoreTel Contact Center Agent is handling? Using the ShoreTel Contact Center Real Time Group Activity Event Feed SDK, a third-party application can easily get real-time statistics of agents in a group. It may also be necessary to determine the type of call a ShoreTel […]
The ShoreTel SDKs are very rich and come with extensive documentation and supporting samples. ShoreTel Innovation Network members can also use our developer news group for self-help. That said, ShoreTel Professional services and our developer community have collectively learned some very interesting and useful things that allow us to be better ShoreTel UC and Contact […]