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Expo XT Mitel Analytics

Elevate Mitel ACD & SMDR Reporting with Expo XT

Gain a single source of truth for contact center operations. This official Metropolis user guide explains the Expo XT semantic model, performance KPIs, and analyst workflows for real-time and historical Mitel data.

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Executive Summary

Expo XT Mitel aggregates Station Message Detail Recording (SMDR) and Automatic Call Distribution (ACD) events to deliver glassmorphism dashboards that highlight service level attainment, cradle-to-grave call journeys, and agent productivity. The semantic model is optimized for Azure SQL and SQL Server pipelines, AI-assisted call analysis, and embedded Power BI experiences.

This guide documents the semantic model artifacts, measure logic, and end-user workflows so deployment teams, analysts, and marketing stakeholders can operate with a consistent view of the platform.

Data Model Overview

The semantic model blends fact tables for SMDR legs, ACD events, and real-time telemetry with supporting dimensions for extensions, groups, time intelligence, and transfer flags. Use the following reference tables to align dashboards and analytics pipelines.

Data Flow Snapshot

  1. Ingestion: SMDR (port 1752) and ACD real-time events (port 15373) are streamed into Azure SQL / SQL Server staging tables.
  2. Transformation: ETL processes load fact tables such as fMitelSMDR and fmitelcalleventslog and associate dimensional attributes.
  3. Real-Time Telemetry: Agent presence (rtPresenceView) and queue statistics (rtPathView) refresh every 15 seconds to power wallboards.

The result is a governed star schema that supports cradle-to-grave call analysis while maintaining responsive dashboards.

Fact tables and measures
Fact Table Columns Measures Purpose
fMitelSMDR 30 15 Primary SMDR call detail, transfer flags, time to answer
fmitelcalleventslog 11 8 Real-time ACD offers, answer state, agent context
fmitelcallslog 10 0 Detailed session logs for cradle-to-grave journeys
rtPathView 8 1 Queue wait KPIs for each ACD path (15s cadence)
rtPresenceView 8 2 Agent presence snapshots for live wallboards
fmitelgroupreportlog 8 0 Used for capacity and occupancy trending
Dimension tables
Dimension Highlights Usage
dDate & dTime Full calendar, shift slices, intraday buckets Time intelligence, SLA calculations, trend baselines
dGroupId & dTransferFlag ACD queues, overflow paths, transfer routing Journey attribution, KPI segmentation, routing audits
dCompletitionStatus Standardized completion codes (A, B, E, I, P, T) Outcome analysis, abandonment tracing
dmitelevents Reference for real-time event taxonomy Aligns SMDR legs with ACD event codes
dExtensions & fmitelagents Extension-to-agent mapping, licensing Agent scorecards, licensing compliance
ThemeColors, LicenseCode Brand palette & licensing validator Power BI theming, activation checks

Key Metrics & Measures

Expo XT ships with wealth of measures that align to Metropolis’ service-level playbooks. Highlighted below are core KPIs that appear across dashboards and adoption deliverables. Use the DAX logic to extend or validate calculations during governance reviews.

Efficiency

Avg Duration (Formatted)

Calculates average handled time across SMDR legs in HH:mm:ss format.

VAR TotalSeconds = AVERAGE ( 'fMitelSMDR'[DurationSec] )
VAR hh = INT ( DIVIDE ( TotalSeconds, 3600 ) )
VAR mm = INT ( MOD ( TotalSeconds, 3600 ) / 60 )
VAR ss = INT ( MOD ( TotalSeconds, 60 ) )
RETURN
  IF (
    ISBLANK ( TotalSeconds ),
    BLANK (),
    FORMAT ( hh, "00" ) & ":" & FORMAT ( mm, "00" ) & ":" & FORMAT ( ss, "00" )
  )
Service Level

Avg Ringing Duration (Formatted)

Transforms timeToAnswer into a readable SLA wait-time indicator.

VAR TotalSeconds = AVERAGE ( 'fMitelSMDR'[timeToAnswer] )
VAR Hours = INT ( TotalSeconds / 3600 )
VAR Minutes = INT ( MOD ( TotalSeconds, 3600 ) / 60 )
VAR Seconds = MOD ( TotalSeconds, 60 )
RETURN
  IF(
    [Total Calls] = 0,
    BLANK(),
    IF(
      ISBLANK( TotalSeconds ),
      "00:00:00",
      FORMAT( Hours, "00" ) & ":" & FORMAT( Minutes, "00" ) & ":" & FORMAT( Seconds, "00" )
    )
  )
Volume

Total Calls

Counts SMDR rows while returning zero for dates without activity.

VAR Calls = COUNTROWS('fMitelSMDR')
RETURN
  IF(
    ISBLANK(Calls) && NOT ISBLANK(SELECTEDVALUE('dDate'[Date])),
    0,
    Calls
  )
Routing

Total Outgoing Calls

Isolates calls where direction equals "Outgoing" for outbound reporting.

IF(
  ISBLANK(
    CALCULATE(
      COUNTROWS('fMitelSMDR'),
      'fMitelSMDR'[direction] = "Outgoing"
    )
  ),
  0,
  CALCULATE(
    COUNTROWS('fMitelSMDR'),
    'fMitelSMDR'[direction] = "Outgoing"
  )
)
Routing

Total Incoming Calls

Measures inbound load by filtering direction = "Incoming".

IF(
  ISBLANK(
    CALCULATE(
      COUNTROWS('fMitelSMDR'),
      'fMitelSMDR'[direction] = "Incoming"
    )
  ),
  0,
  CALCULATE(
    COUNTROWS('fMitelSMDR'),
    'fMitelSMDR'[direction] = "Incoming"
  )
)
Routing

Total Internal Calls

Tracks interoffice activity by counting records flagged as "Internal".

IF(
  ISBLANK(
    CALCULATE(
      COUNTROWS('fMitelSMDR'),
      'fMitelSMDR'[direction] = "Internal"
    )
  ),
  0,
  CALCULATE(
    COUNTROWS('fMitelSMDR'),
    'fMitelSMDR'[direction] = "Internal"
  )
)
Customer Experience

Total Abandoned Calls

Flags interactions where isAbandoned equals TRUE().

VAR AbandonedCount =
  CALCULATE(
    COUNTROWS('fMitelSMDR'),
    'fMitelSMDR'[isAbandoned] = TRUE()
  )
RETURN IF( ISBLANK(AbandonedCount), 0, AbandonedCount )
Journey Insight

Total Transfer Calls

Quantifies handoffs by scanning the isTransfer flag.

VAR TransferCount =
  CALCULATE(
    COUNTROWS('fMitelSMDR'),
    'fMitelSMDR'[isTransfer] = TRUE()
  )
RETURN IF( ISBLANK(TransferCount), 0, TransferCount )
Service Level

Total Unanswered ACD Offers

Highlights ACD calls presented but not answered by an agent.

[Total ACD Offers] - [Total Answered ACD Offers]

Report Experience

The Expo XT Mitel Power BI app delivers purpose-built pages that combine historical analytics with live operations. Use the guide below to align stakeholders with the right experience.

Report Page Purpose Key Visuals & KPIs
ACD Live operations command center for supervisors. Agents Talking, Longest Time Waiting, queue occupancy, live presence tiles.
SMDR Historical performance overview for inbound/outbound calls. Total Calls, Total Abandoned Calls, directional mix visuals, transfer trend charts.
CradleToGrave Investigate full call journeys and transfer paths. Leg-by-leg timeline, agent / queue hop indicators, outcome summary.
Trend Spot seasonal or intraday demand changes. Call Volume Previous Month, Current Week Volume Calls, SLA trajectories.
Paginated Reports Export-ready detailed listings for audits or billing. Tabular call / agent details with slicers aligned to governance standards.
Q&A Natural language insight discovery. Instant responses to questions like “total abandoned calls last week”.

Common Analysis Scenarios

Daily Service Level Check

Objective: Validate whether the 30-second answer SLA was met yesterday.

  1. Open the SMDR page and filter dDate to yesterday.
  2. Review Avg Ringing Duration (Formatted); values above 00:00:30 indicate SLA risk.
  3. Correlate with Total Unanswered ACD Offers and Total Abandoned Calls.
  4. Use the Trend page to see which hours drove the variance.

Agent Productivity Review

Objective: Identify coaching opportunities based on handle and wrap-up times.

  1. Run the Paginated detail report for the past seven days grouped by agent.
  2. Compare Avg Duration (Formatted), Avg ACD HandleTime, and Avg ACD PostCallWorkTime.
  3. Highlight agents consistently above averages for follow-up sessions.

Cradle-to-Grave Investigation

Objective: Resolve customer complaints about excessive transfers.

  1. Navigate to CradleToGrave and search by callId or caller ANI.
  2. Trace each leg, noting transfer reasons and durations.
  3. Share findings with operations to adjust overflow and routing rules.

Usage & Implementation Guidelines

Deployment Checklist

  1. Enable Extended Reporting Level 1, Standardized Network OLI, and SMDR streaming on the Mitel PBX.
  2. Configure Expo XT ingestion services for ports 1752 (SMDR) and 15373 (ACD real-time events).
  3. Validate data landing in event_raw_smdr and event_raw_acd tables via upsert logs.
  4. Refresh the Power BI semantic model and confirm gateway credentials.
  5. Publish dashboards to the Expo XT workspace and share with CX stakeholders.

Analyst Workflow

  1. Start on the Command Center to view live queue, agent, and trend cards.
  2. Drill to Journey Explorer to audit transfers, interflow, and abandoned legs.
  3. Use Group & Agent scorecards for schedule optimization and coaching.
  4. Export KPI snapshots for marketing and executive storytelling.
  5. Leverage the DAX formulas above for governed extensions.

Best Practices

  • Align Service Level definitions with marketing campaigns to showcase CX wins.
  • Use Brand Palette from the ThemeColors table for customized visuals.
  • Automate dataset refresh monitoring and SLA alerting via Power BI.
  • Catalog semantic model updates in Metropolis marketing asset registry.
  • Enable approved RAG assistants with the Metropolis marketing knowledge base to accelerate proposal content.

Validation & Compliance

  • Confirm metrics against Mitel reference reports for accuracy.
  • Run aXe or WAVE on embedded dashboards to maintain accessibility.
  • Monitor data retention policies for SMDR records and anonymize as required.
  • Document stakeholder usage and key outcomes within your marketing brief.
  • Use Schema.org validator on this page if copied for external publication.