Tag Archive for: Interaction Reporting

Customer text messaging across devices

ShoreTel ECC "Sticky Email" ?

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Call Center or Contact Center? Call Centers had no sooner become “Contact” Centers  when multimedia “nice to have” features became “must have” requirements.   The more mobile the customer base, the more likely they are on a smart…
Customer text messaging across devices

Where is the ShoreTel ECC Query file?

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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…
Customer text messaging across devices

ShoreTel Contact Center C2G Interaction Reports

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Prior to release of ShoreTel Contact Center Version 5.0, reporting was essentially statistical analysis. The Contact Center had very useful report generation capabilities that included the ability to add and delete columns to existing pre-defined…

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