ShoreTel Contact Center Agent Dashboard


  • Add-on application for Mitel Contact Center to display real-time customer service metrics
  • Configurable Contact Center Agent Dashboard (CCAD) reports on Agent and Group Performances:
  • Group Agents Report: Agent State details – Group Report: Real-time metrics for both ACD voice and e-mail calls
  • Department Performance Report: Real-time, daily accumulative call-answer rate in a department
  • Daily Group Report: Real-time daily accumulative call-answer rate of the configurable group of active agents
  • Conscientious designs for minimal report footprint include informative tooltips and a separate full screen mode
  • Administrators to design custom CCAD webpages and users to personalize report displays
  • Clear report captions and color-coded thresholds
  • Compatible with Mitel Contact Center 6 and higher
  • Supports Apple iPad platform in addition to Windows and Apple Mac
  • Not replacement for the Contact Center Agent Manager or Wallboard Applications


  • User-friendly report displays and at-a-glance summaries of service status
  • Communicates key metrics to agents in real time, empowering them to self-manage
  • Extends real-time performance monitoring capabilities to all agents
  • Easily managed single web application for designing, publishing, and viewing