This guide explains how to use the Mitel Call Reporting tools.
To access the reporting tools, use this link: Mitel Connect Director (it should automatically log you in using your windows credentials)
You will need to be assigned reporting access on the Mitel system to log in. If you are unable to log in, please log a ticket with ITHelpdesk@scc-ds.com
Once you’re logged in, navigate to the reports section by clicking the icon circled in the screenshot below and then click Reports > Call Details and it should bring up the call details screen on the right-hand pane.
From here, you select the type of report you want using the 'Report type' drop down at the top.
The most common reports you are likely to run are: User activity detail report | User activity summary report | Workgroup agent detail report | Workgroup agent summary report
Workgroup reports report on a group number such as the reception number, user reports report on an individual users activity.
User Reports
To run reports on the call activity of individual users, from the 'Report type' dropdown select the either "User activity detail report" or "User activity summary report". In the ‘Parameters’ section beneath, it says "Enter the extension, or range of extensions, you want to report on. You can add multiple extensions, or you can leave this field blank to report on all extensions:" just below this, there is a grey ‘Add’ button. Click this button and it will add an extension range for us to configure
-The way an extension range works is by reporting on every number in the range. For example if the range is between extension 2040 and 2050 it will report on every user extension including and between those numbers (so all 11). Typically adding a range is not very useful, because the goal is to report on specific extension numbers (i.e. your staff) not just every person in a range.
Instead of using a wide range, type in one person's extension number in the ‘start of range’ box and also type it into the ‘End of range’ box. This means that the range is just that one extension number.
You can then click 'Add' again and type the next extension number to include it in the same report (and keep going until you have included them all). This is shown in the screenshot below:
For help finding the extension numbers you need, please check under the heading: "How do I find the extension numbers I need?"
Finally, select a date range to report on by choosing two dates, both start and end. (you can leave the time). *** The dates are in USA format: MM/DD/YY ***
Click the run report button. It should open the report in another tab, depending on the amount of data you’re reporting on, it could take a minute.
Once it’s open you can click the icon in the top left corner which is ‘export report’ change the dropdown to PDF and click export.
Workgroup Reports
To run reports on a group number, from the 'Report type' dropdown select the either "Workgroup agent detail report" or "Workgroup agent summary report".
In the ‘Parameters’ section beneath, there are two parts. the first says: "Enter the extension, or range of extensions, you want to report on. You can add multiple extensions, or you can leave this field blank to report on all extensions:" and the second says: "Enter the agent extension, or range of extensions, you want to report on. You can add multiple agent extensions, or you can leave this field blank to report on all agents:"
Ignore the second part that mentions agent extensions. Instead, under the first parameters section there is a grey ‘Add’ button. Click this button and it will add an extension range for us to configure.
-The way an extension range works is by reporting on every number in the range. For example if the range is between extension 2040 and 2050 it will report on every extension including and between those numbers (so all 11). Typically adding a range is not very useful, because the goal is to report on specific extension numbers (i.e. your workgroup) not just every number in a range.
Instead of using a wide range, type in the workgroup extension number in the ‘start of range’ box and also type it into the ‘End of range’ box. This means that the range is just that one extension number.
You can then click 'Add' again and type the next extension number to include it in the same report (and keep going until you have included them all). This is shown in the screenshot below:
For help finding the extension numbers you need, please check under the heading: "How do I find the extension numbers I need?"
Finally, select a date range to report on by choosing two dates, both start and end. (you can leave the time). *** The dates are in USA format: MM/DD/YY ***
Click the run report button. It should open the report in another tab, depending on the amount of data you’re reporting on, it could take a minute.
Once it’s open you can click the icon in the top left corner which is ‘export report’ change the dropdown to PDF and click export.
How do I find the extension numbers I need?
User extensions - To find the extension number of a person you want to add to a Mitel report, type their name into the 'Mitel Connect' phone client software installed on your PC and it will display their extension number.
Workgroup Extensions - Workgroup extensions follow the same principle as user extensions, except that with workgroup ones, you might have to search terms (such as reception seen in the screenshot below) as you probably don't know the exact name of the workgroup that you are looking for. *** if you are unable to find the workgroup you need, please contact IT (ITHelpdesk@scc-ds.com) and we can help you find it ***
Hopefully you now have all the information you need to run Mitel call reports.
If you have any questions or struggle with anything please email ITHelpdesk@scc-ds.com