Brightmetrics™ Blog | Collecting Data

January 31, 2019 by Matt Beatty

What's the Difference between a KPI and a KRI?

When it comes to contact centers and data, most know what a Key Performance Indicator (KPI) is.

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April 12, 2017 by Brightmetrics Team

How to Set Your Call Center Service Level Agreement

Having the correct service level agreement (SLA) is imperative for your organization in order to achieve maximum customer service satisfaction while following budgetary restrictions and setting achievable goals for your call center agents. Sometimes there are immediate, direct fiscal [...]

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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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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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What's the Difference between a KPI and a KRI?

How to Set Your Call Center Service Level Agreement

Brightmetrics™ Call Party Activity

Brightmetrics™ Top 10 Charts

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