The ShoreTel Enterprise Contact Center has two sources of generating both historical and real time data. With the release of 5.X, ShoreTel created the C2G (“cradle to grave”) or Interaction Reporting functionality. This MySQL database is clearly visible in the default location of D:\ShoreTel\Contact Center Server\DbProvider\Data\c2g though you may have installed it somewhere else. For this database to be active, you have to create an OBDC connector to the MySQL database on the local host. Then database connector in the System tab of the ShoreTel Contact Center Director has to be selected to enable the database write. The C2G database is something like the CDR database on the PBX. It captures real time events about ONLY incoming phone calls and enables you to create custom reports not previously available. For example, Wrap-Code by Agent!
Prior to 5.x, the only report database is actually more of a statistical peg counter and has not detail behind it. You might track the number of phone calls received by an agent, but not have any detail about the nature of the events that make up those phone calls. Average talk time, for example, is arithmetically derived and is not the result of actual detail as captured in the C2G database. One of the more interesting learning experiences you can have with the ECC is to examine the actual SQL query that is generated when you run a report! Very instructive. Each time you run a report, a SQL query is created. Where does this query live? If you look in the default path D:\ShoreTel\Contact Center Server\Log you will find a SUSQL.TXT file. This file contains the actual query that was generated when you ran one of the canned reports on the ECC. This file will be overwritten each time you generate a new file, but it does contain the most recent report query. It is a great source of educational information on how to write query’s! The attached video is a quick visual summary of this blog!