Seeing What Others Miss
Unlocking the Power of Reporting with Mitel CX
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Introduction
Great customer experiences don’t happen accidentally – they’re engineered through insights, precision, and timely decisions. Yet for many organizations, the voice channel remains a blind spot. Conversations take place, but valuable signals go uncaptured. This guide reveals how Mitel CX clarifies those blind spots, empowers teams to measure what matters, uncovers new opportunities, and optimizes experience and efficiency through deep, customizable reporting capabilities across the contact center. Read on to learn how data becomes action, delivering better outcomes for your customers, agents, and organization, from voice-of-the-customer trends to agent burnout signals and AI-assisted quality control.
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Mitel CX: The Intelligence Behind Every Interaction
Mitel CX is more than a contact center solution; it’s a connected ecosystem for experience delivery. Built to capture and analyze every interaction, MCX transforms raw communication data into actionable insights. Whether voice, digital, or AI-assisted conversations, Mitel CX helps you see the full picture and make informed decisions at every level. With reporting tools woven throughout the platform, MCX gives Supervisors, Quality Managers, and Executives the visibility they need to lead with confidence.
Contents:
Section 1:
Customer Experience Reports
Section 2:
Agent Impact Reports
Section 3:
Reports for Supervisors (Dashboard)
Section 4:
Reports for Quality Managers (Dashboard)
Section 5:
AI + Human Cooperation Reports
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Customer Experience Reports – From Conversations to Clarity: Listening at Scale
Understanding customer sentiment shouldn’t rely on anecdotal feedback. Mitel CX collects and analyzes the voice of the customer across touchpoints, making it possible to act on patterns, not just opinions. These reports turn unstructured feedback into structured progress.
Sentiment Analysis
Sentiment analysis uses AI to detect tone and emotion in customer interactions to uncover frustration, satisfaction, or confusion early, enabling proactive intervention on at-risk accounts, improved service recovery, and strategic CX design.
Service Level Agreements (SLA)
SLA reports simplify tracking compliance by measuring contact center metrics against your set service levels. Identify trends, risks, and improvement areas to achieve better alignment with both customer expectations and organizational goals.
SLA Report #1
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SLA Report #2
The BI SLA report is designed for supervisors and contact center managers to monitor SLA compliance for each queue. It provides key metrics such as the percentage of calls meeting the defined SLA (e.g., answering calls within 30 seconds), alongside the percentages of answered, abandoned, and interflowed (transferred) calls. This allows for a clear view of queue performance, illustrated by queue P701 achieving 83.5% SLA compliance on 333 offered calls.
The CCM SLA report offers a graphical overview primarily for supervisors and contact center managers, displaying trends in calls offered, completed, and abandoned alongside the number of available agents over a specified period. Visual analysis aids in understanding call traffic patterns and agent capacity, facilitating informed decisions on staffing levels to effectively manage call volume.
Agent Impact Reports – Empowering Performance, Preventing Burnout
Agents are on the frontlines of experience – but without visibility into their workloads and performance, it’s hard to coach or support them effectively. These reports help leaders improve productivity while protecting well-being.
Agent Activity Reports
Agent Activity reports provide crucial visibility into real-time agent workload. Monitor status, call volumes, and handling metrics as they happen, leading to smarter shift planning and faster reactions to demand surges.
Stress and Burnout Indicators help uncover hidden signs of agent strain by combining metrics like handle time and missed breaks to flag potential risks. Foster a more supportive environment, reduce attrition, and ensure better long-term performance.
Agent Productivity Report #1
Agent Productivity Report #2
This report has several charts, and one part shows agent productivity numbers. Managers can see time not spent on work tasks and overall productivity rates. This can help spot agents who might be overworked and at risk of burnout. You can adjust this report using controls at the top to see information by date, location, teams, or individual agents, based on how they are set up in the system.
In the Agent Productivity reports, the Occupancy number (often shown on the right) helps show if there are enough staff. If occupancy is always high, it might mean there aren’t enough staff, which can lead to agent stress and burnout. A balanced occupancy level usually means staffing is about right.
Agent Performance Reports
Stress and Burnout Indicators
Agent Performance reports address gaps in performance management by tracking key KPIs like answer speed and resolution rates. This enables focused coaching, boosts confidence, and directly improves customer satisfaction.
BI Agent Activity Report
The Agent Activity report helps contact center managers see how their agents are performing. It shows which agents are doing well and which ones might need some help. Managers can also look at details from specific calls to find and fix any problems.
BI Agent Performance Report
The BI Agent Performance report is utilized by contact center managers to assess how agents within a specific group manage their time with customers. It details the percentage of various call types (e.g., inbound ACD, non-contact center, outbound) and post-call wrap-ups. Managers can view these metrics at a group level and drill down to individual agent performance, comparing it against team benchmarks to identify discrepancies in time allocation and efficiency.
Supervisor Reports – Leading with Insight, Not Intuition
Supervisors need to manage shifting call volumes, diverse teams, and performance targets. Mitel CX gives them the insights to lead with precision and the tools to adjust before issues escalate.
Team Performance Reports
Team Performance reports address inconsistent visibility by comparing teams across vital KPIs like average handle time and resolution rates. This clarifies coaching priorities and helps you recognize top-performing teams and individuals.
Scheduling Adherence Reports tackle the lack of visibility into agent adherence and downtime. Gain crucial insights to ensure your staffing levels are always optimal by confirming agents are working efficiently and sticking to their schedules.
Ready-Time Adherence Per Agent Report
Agent Adherence
This is the main screen for checking if agents are following their schedules. Managers can look at this information using different attributes (listed at the top). Soon, it will also have alarms and alerts for agents who are not following their schedule, helping managers address issues quickly.
Disposition Summary Reports
Scheduling Adherence Reports
Disposition Summary reports bring clarity to why customers are calling by analyzing disposition codes. Surface recurring issues and make informed decisions on knowledge base updates, self-service options, and staffing adjustments.
Adherence by Week
This report shows how well an agent sticks to their schedule, for example, being ready for calls when they are supposed to be. You can change the report to show different attributes. This example shows Anna Alexander’s ‘ready time’ for May 14th. This is important for making sure agents are available to take calls.
This report shows supervisors how well their team is sticking to their schedules, usually week by week. There are controls at the top to change what the dashboard shows, such as the week, specific agents, or teams, making it easier to check specific schedule details.
Team Performance Report
Agent Disposition Report
This visual report is mainly for contact center managers to see if the type of calls (such as incoming, internal, or outgoing) a team handles during the day. It also shows how much time the team spends in different work states (like ‘Available’, ‘Busy’, or ‘Do-Not-Disturb’). This helps managers see if teams or individual agents are spending too much time in certain states, for example, if an agent is in ‘Do-Not-Disturb’ for too long.
The Agent Disposition report helps contact center managers understand why customers are calling. Agents pick a reason code after each call, and this report shows how many calls come in for each reason. Managers can watch these trends to spot any sudden increases in calls about a certain topic, find out why, and then work on fixing the issue.
Quality Management Reports
Every interaction counts. Quality Managers use Mitel CX to ensure that the contact center is operating at peak performance across teams and time zones, without manual review.
Automated Quality Monitoring
Automated Quality Monitoring reports tackle inconsistent service quality by using AI to score calls on tone, script adherence, and compliance, helping to achieve consistent service levels and enhance agent accountability.
MIR Automated Quality Monitoring Report #1
MIR Automated Quality Monitoring Report #2
This report shows how the Insights AI system can listen to calls and automatically score every agent on every call. This saves quality managers a lot of time and gives more accurate scores because it uses many calls to judge performance. The report shows an agent’s total score (like 78.75 out of 100) and also shows how they did on things like the call opening, closing, communication, product knowledge, and use of computer systems, pointing out what could be better.
Compliance Tracking Reports
MIR Automated Quality Monitoring Report #3
Quality Managers use this QM Scorecard Report to look closely at the details of an agent's scores. This helps them find the exact areas where the agent didn't do well so they can create a specific training plan for each agent to help them improve.
Compliance Tracking reports mitigate the risk of regulatory non-compliance by actively monitoring and flagging any deviations from internal policies or external guidelines. This leads to reduced risk exposure and greater confidence in your audit readiness.
MIR Compliance Tracking Report #1
MIR Compliance Tracking Report #2
This report is for the Compliance Officer to see how many calls followed a specific rule, like the “Risk Advisement Policy,” and how many did not. For instance, it might show that 3 out of 49 calls did not follow the policy. The AI system listens for certain words and phrases in the call to check if the agent followed the rule. Compliance Officers can then look closer at the calls that didn't follow the policy to find agents or work methods that need to be updated.
The Insights AI system also lets Compliance Officers ask specific questions about calls, like: “did the agent tell the customer about the risk?” The AI will then check the call to find the answer. For example, after checking a call, the AI found that the agent did not clearly tell the customer about the risks of investing in cryptocurrencies.
Quality managers use this report to see how well each agent does on important parts of a call, like how they start and end the call, talk with the customer, their knowledge of products, and how they use their computer systems. The report checks call recordings and gives scores. For example, it can show that Jill is scoring better than Kory and much better than Mark, meaning Mark might need some coaching in areas where he's behind.
AI + Human Cooperation Reports – Better Together: Humans and AI in Sync
AI doesn’t replace agents–it enhances them. Mitel CX tracks how automation and human skill combine to elevate service outcomes.
Human-AI Collaboration Reports
Human-AI Collaboration reports bring clarity to Human-AI interaction outcomes by analyzing how AI supports agents, from routine answers to intelligent routing and real-time assistance. Achieve higher efficiency, reduce agent strain, and maximize the value of your AI investments.
Hybrid Interaction Outcomes Reports
Hybrid Interaction Outcomes reports illuminate the success of AI, virtual, and human agents working together. Gain insights into satisfaction and outcomes, from AI-driven policy adherence and reduced wait times to higher agent engagement, for a clearer picture of what’s working and how to optimize your automation and human care balance.
“AI and automation are no longer optional for businesses looking to deliver a superior customer experience. Mitel CX’s robust and practical integration of AI capabilities ensures that organizations not only keep pace with consumer demands but support high-value interactions that drive loyalty and long-term growth. “
- Blair Pleasant, president and principal analyst at COMMfusion
Talkative AI and Agent Collaboration Report
Conclusions: Turn Insight into Impact
Mitel CX doesn’t just capture data; it connects it to decisions. With a full suite of reporting tools built into the platform, your organization can close gaps, improve service, and make smarter decisions every day.
Book a demo today and discover the insights hiding in plain sight.
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