February 16, 2017 by Jim Lewis

The Holy Grail of Contact Center Analytics

Contact center managers need easy access to analytics that help them make good decisions when it comes to staffing levels, employee productivity and understanding the customer experience. Many contact center call reports provide a limited summary of performance, requiring managers to run [...]
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IN Analytics / Brightmetrics / Data Analytics / Enterprise Contact Center / Contact Center Insights / CEO / Contact Center Analytics / Customer Experience / Contact Center Manager / Employee Productivity / Customer Satisfaction / Agent Productivity / Customer Success / Phone Analytics / Data Visualization / Business Intelligence / Call Center Analytics / Call Center Data / SaaS / Contact Center / Contact Center Reporting Solutions / UCaaS / Customer Service Representative

May 05, 2016 by Andrew Gaskill

Mitel Auto-Attendant Reporting

This post has been updated on 2/25/2014 to update based on further testing. We had been recommending Route Points as reporting points for AA reporting but have found that is not as reliable as using empty Workgroups instead. This post now reflects the new instructions.
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IN Analytics / Brightmetrics / Data Analytics / Contact Center Insights / Email Reports / Contact Center Analytics / ShoreTel / ShoreTel Reporting / Data / On Demand Reporting / Mitel Phone Data / ShoreTel Phone Data / Call Center Analytics / Call Center Data / Mitel / Contact Center / Contact Center Reporting Solutions

October 26, 2012 by Andrew Gaskill

Brightmetrics™ Call Party Activity

We've just released a major new data source for our Mitel (ShoreTel) Reporting and Data Analytics Services.   We are always playing a balance game with our service. On one hand, we want to keep the tool as easy to use and intuitive as possible. On the other hand, we want it to be, [...]
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IN Analytics / Brightmetrics / Data Analytics / Collecting Data / Email Reports / ShoreTel / ShoreTel Reporting / New Features / Data / Phone Analytics / On Demand Reporting / Data Visualization / Mitel Phone Data / Business Intelligence / Call Center Data / Mitel / Contact Center / Call Center Manager

August 21, 2012 by Andrew Gaskill

Brightmetrics™ Top 10 Charts

Charts and dashboards are great for identifying trends and anomalies over a fixed set of criteria. For example, seeing the call volume of a small department of users.   But what happens if that set of criteria needs to fluctuate, or if it is not such a small set of users you need to [...]
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June 08, 2010 by Andrew Gaskill

Don't Delude Yourself With Your Own Data

Last week, I wrote about valuing the context of the data you are viewing at least as much, if not more than the content. This is important when you are analyzing the data that other people have put to you and in revealing agendas they may have in the data.   But what about looking at your [...]
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IN Analytics / Brightmetrics / Data Analytics / Collecting Data / Contact Center Insights / Dashboard / CEO / Data / Phone Analytics / Software Development / Data Visualization / Product Development / Call Center Data / Contact Center Reporting Solutions

May 18, 2010 by Jim Lewis

Welcome to Brightmetrics™

Many people know me from the last 11 years of my life as CEO of PlanIT Solutions. Being CEO at a successful IT solutions provider for that long means that I've gotten to know a lot of small and medium sized companies. Through that experience I've learned a lot about a wide variety of [...]
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IN Data Analytics / Contact Center Insights / CEO / ShoreTel / ShoreTel Reporting / Data / Software Development / Data Visualization / Mitel Phone Data / Small Medium Business / Call Center Data / ShoreTel Contact Center Data / Contact Center / UCaaS

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