August 03, 2020 by Amanda Davis

How Agent Scorecards Can Help a Distributed Contact Center

All of our worlds have been turned upside-down recently due to the novel Coronavirus pandemic. Like most businesses, you likely had to put a quick, emergency plan in place to get your contact center agents the technology and resources they needed to be able to successfully work from home. [...]
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IN Genesys Cloud / Radiance / Contact Center Insights / Call Center Agent Performance / Business Insights / Contact Center Manager / New Features / Genesys / Data Visualization / Business Intelligence / Call Center Management / Call Center Staffing / Contact Center

November 05, 2019 by Matt Beatty

Custom Genesys Cloud Reports Simplified: Brightmetrics is a Premium App!

It's easier than ever to create custom reports on Genesys Cloud! The Genesys Cloud (PureCloud) scene is growing like crazy! They've continued to earn their place as a leader in the Contact Center as a Service (CCaaS). By the way, congrats to the Genesys team for leading again in the [...]
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IN Analytics / Updates / News / Data Analytics / Contact Center Insights / Dashboard / Contact Center Analytics / Genesys Phone Data / Data Analysis / Data Visualization / Product Development / PureCloud / Call Center Analytics / Call Center Data / Call Center Management / Contact Center Management

July 12, 2019 by Matt Beatty

What's Your Threshold?

Thresholds, what are they and why do they matter to contact centers?
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IN Analytics / Brightmetrics / Data Analytics / Call Center Agent Performance / Agent Productivity / Thresholds / Customers / Data Visualization / Call Center / Business Intelligence / Business Decisions / Call Center Analytics / Content / Call Center Management / Agent Performance

October 23, 2018 by Matt Beatty

TMI Much? Not with Brightmetrics

Managing others can be stressful. Of course, it’s rewarding to see your employees grow, change, and succeed. But, let’s face it, sometimes it’s tough being the one in charge… heavy is the head that wears the crown (and all that stuff).
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IN Analytics / Brightmetrics / Updates / Data Analytics / Insights / Call Center Tricks / Genesys / Customers / On Demand Reporting / Data Visualization / Call Center / Business Intelligence / Mitel / Call Center Management / Contact Center

August 01, 2018 by Matt Beatty

The Top 4 ECC Charts Any Contact Center Can Benefit From

There are so many things to worry about in the workplace. For example, wondering who took the last of the coffee without making another batch is a common one we experience here in our office.
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IN Analytics / Brightmetrics / Collecting Data / Call Center Tricks / Data Visualization / Mitel Phone Data / ShoreTel Phone Data / Business Intelligence / Call Center Analytics / Call Center Management

June 15, 2018 by Matt Beatty

London Calling… Again? Could Wrap Codes Help Answer: “Why?”

Wait, what? Why would London be calling (over and over and over)? Is it another call to order a new bass?  
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IN Analytics / Brightmetrics / Updates / Wrap Codes / Call Center Tricks / Business Intelligence / Business Decisions / Call Center Management / Agent Performance

April 19, 2018 by Matt Beatty

Check out the Big Transfer Rate on Brad…

Right about now, you’re probably thinking about Big Kahuna Burger, but let’s not get carried away and move on to evaluating your agents from the data insights available in Brightmetrics .   
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IN Analytics / Updates / Data Analytics / Agent Productivity / Data Visualization / Call Center / Business Decisions / General / Call Center Management / Featured

March 01, 2018 by Matt Beatty

So, Where Do I Start?

At first glance, it can be a little overwhelming to understand and manage the dashboards and reporting features in Brightmetrics.
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IN Analytics / Brightmetrics / Updates / News / ShoreTel Reporting / Data Visualization / Business Intelligence / Business Decisions / Call Center Analytics / Call Center Data / Call Center Management / Learning Brightmetrics

February 15, 2018 by Matt Beatty

Brightmetrics Core Analytics Overview Video

Watch this short video to find out how Brightmetrics Core UC Analytics can leverage your phone system data into easily readable metrics that lead to better business decisions!  
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IN Analytics / Brightmetrics / Dashboard / On Demand Reporting / Data Visualization / Business Intelligence / Call Center Data / Call Center Management

January 18, 2018 by Matt Beatty

Spotlight on Healthcare: Understand Customer Needs with Brightmetrics

Golden Valley Health Care (GVHC) is an organization that provides healthcare to a California-based population of underprivileged patients. Their typical customer is someone who has limited access to treatment so the telephone communication they use for internal and external engagement is [...]
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IN Analytics / Customer Satisfaction / Call Center Tricks / Data Analysis / Customers / Data Visualization / Business Intelligence / Customer Needs / Business Decisions / Call Center Data / Call Center Management / Agent Performance

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