I built a custom reporting tool at La-Z-Boy Southeast that connected directly to our ShoreTel phone system’s reporting database and turned raw call data into analytics the organization could actually use — delivered as a WordPress plugin inside the tools people already knew.
The Challenge
The phone system collected everything and showed almost nothing. Call volumes, patterns, and performance lived in a reporting database nobody could comfortably query. Leadership needed answers, not exports — and the answer had to live where people already worked.
What I Delivered
ShoreTel DB integration
Connected straight to the ShoreTel reporting database — live data, no manual exports.
Custom reports
Purpose-built reports for the questions managers actually asked, not generic dumps.
Call analytics
Volumes, patterns, and performance made visible across the organization.
WordPress plugin
Packaged as a plugin in our existing CMS — zero new logins, zero new training.
Skills & Tools
The stack behind this build — tap any to see related work.
The Impact
Call analytics went from a locked database to a dashboard anyone with access could read. Decisions about staffing and service stopped being guesses — the phones finally reported to the business.
Data Where People Work
The best reporting tool is the one inside a system people already open every day. Building analytics into our existing CMS made adoption automatic — a pattern I’ve reused ever since.
