April 25, 2019 by Matt Beatty

Customize My Data

When it comes to the insights you need to run your business, one size doesn’t necessarily fit all.

Sure, your business phone system or contact center platform might have a ton of basic metrics that help you make data-driven decisions, but the way that data is presented doesn't always make sense. After all, what good is data if you can't understand it?


This is why your Brightmetrics™ service includes the Data Customization option in your menu. This gives you the flexibility to customize and manipulate your data and present it in a way that is most helpful for you. These are some of the things you can do with Data Customization:


My Real % Call Abandoned → Custom Calculated Fields

This is a classic. How many of your incoming calls are actually going unanswered? Most organizations use this metric as one of the vital statistics that they monitor and trend to understand their customer experience. But, here's the problem: A large number of calls that are calculated in that percentage may not even be presented to your team and not given the opportunity to service them.


Is that a fair reflection on the performance of your team?


What if you could calculate the abandoned percentage excluding calls that had a wait time of 30 seconds or less? With Brightmetrics you can use our Custom Calculated Fields functionality to do just that!



Check out our Help Center article about Custom Calculated Fields to see how you can calculate and define insights derived from your data, such as:


  • Count of calls forwarded because all agents were busy or no agents were logged in
  • Percentage of time on break  (ECC only)
  • Add a cost multiplier


Call Profiles and Skills → Custom Detail Dimensions

I know what you’re thinking, “Well, that’s cool… but what about those Call Profile fields and Skills that we’ve set up on Contact Center (Mitel’s Connect Contact Center/ECC)?” A huge advantage to investing in a Contact Center solution is the capability to track your customer interactions based on the skills of your agents. You can add custom “tags” to the calls to classify the engagements in ways that make sense to your team.


If you wanted to break out your Agent Activity Detail reports based on the language skills that were employed on those calls, it's easy to do!


With Brightmetrics you can pull these custom dimensions into your detail reports that allow you to slice and dice this any way you want:



What other ways can this help you?

  • When you’re using skills-based or smart routing to deliver calls to agents with specific experience or skills
  • When utilizing a value-based or data-directed Call Routing model
  • To make your reports more robust by adding user-defined call profiles and skill levels


Check out more on how to configure these in the Help Center article here!


Finally, if you have any questions about how you can maximize your insights with these customizations or any other Brightmetrics issues, please feel free to contact our support engineers at support@brightmetrics.com.


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