April 12, 2018 by Matt Beatty

Agent Productivity: The Good, The Bad, The Cherry Pickers

Let’s face it… you have a sense of who your productive agents are. Wouldn’t you love some clear metrics to confirm your gut instincts (or maybe show you something that might be obscured)?
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IN Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Contact Center Insights / Dashboard / CEO / Call Center Agent Performance / Calls Transferred / Contact Center Manager / Employee Productivity / Call Center Metrics / Call Center Tricks / Agent Productivity / Data Visualization / Call Center / Call Center Data / Mitel / Call Center Management / Call Center Agent Skills / Call Center Agent / Contact Center Team / Employee Experience / Employee Engagement

April 05, 2018 by Matt Beatty

ECC Insights: Who Does It Better?

Here’s our newest video that showcases everything we can do for users of the Enterprise Contact Center and why ECC users need more than what Mitel delivers in their native reporting and even their add-on applications.  
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IN Analytics / Brightmetrics / Data Analytics / Enterprise Contact Center / Dashboard / CEO / Call Center Agent Performance / ShoreTel / Contact Center Manager / ShoreTel Reporting / Data / User Interface / Agent Productivity / Customer Success / Data Visualization / Mitel Phone Data / ShoreTel Phone Data / Enterprise Call Center / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / Contact Center Management / Real Time Reporting / Contact Center Team

March 29, 2018 by Matt Beatty

Now That We’ve Found Abandonment Rate and Queue Time, What Are We Gonna Do?

Okay, cool video last time about what abandonment rate and queue times can tell you, right? If you missed that one (or just miss Peter's baritone), you can always watch it here.
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IN Analytics / Brightmetrics / Data Analytics / Enterprise Contact Center / Dashboard / Call Center Agent Performance / Wrap Codes / ShoreTel / Contact Center Manager / Call Center Metrics / Call Center Tricks / Data / Data Tracking / KPI / User Interface / Call Center Abandon Rate / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / ShoreTel Contact Center Data / Call Center Management / Contact Center Management / Real Time Reporting / Contact Center Reporting Solutions / Call Center Manager / Customer Service Representative

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 / Genesys Cloud / Data Analytics / Enterprise Contact Center / Dashboard / CEO / Employee Productivity / ShoreTel Reporting / Customer Satisfaction / Data / User Interface / On Demand Reporting / Data Visualization / Call Center / Enterprise Call Center / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / Call Center Management / Contact Center Management / Contact Center / Employee Experience / Customer Service Representative

February 15, 2018 by Matt Beatty

Brightmetrics UC Analytics™ Overview

Watch this short video to find out how Brightmetrics (Core) UC Analytics for Mitel can leverage your phone system data into easily readable metrics that lead to better business decisions!  
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IN Analytics / Brightmetrics / Data Analytics / Dashboard / ShoreTel / Contact Center Manager / User Interface / On Demand Reporting / Data Visualization / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / Call Center Management / Contact Center Management / Call Center Optimization / Contact Center Reporting Solutions / Call Center Agent / UCaaS

February 01, 2018 by Matt Beatty

Maintaining Communication with Your Community in Crisis

In October of 2017, Sonoma and Napa counties in Northern California endured devastating wildfires. The disaster spread quickly- causing casualties, consuming over 160,000 acres and over 7,000 structures. Emergency services were needed throughout the City of Santa Rosa. Not only were [...]
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IN Analytics / Brightmetrics / Data Analytics / Collecting Data / Dashboard / CEO / ShoreTel / Contact Center Manager / Call Center Metrics / Data / Phone Analytics / On Demand Reporting / Data Visualization / ShoreTel Phone Data / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / ShoreTel Contact Center Data / Call Center Management / Call Centers / Contact Center Management / Real Time Reporting / Contact Center / Call Center Case Study / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Contact Center Team / Customer Service Representative

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 / Brightmetrics / Data Analytics / Contact Center Insights / Email Reports / Dashboard / CEO / Contact Center Analytics / ShoreTel / Contact Center Manager / Call Center Metrics / ShoreTel Reporting / Customer Satisfaction / Call Center Tricks / Data / Data Visualization / Call Center / Mitel Phone Data / Business Intelligence / Call Center Data / Mitel / ShoreTel Contact Center Data / Call Center Management / Agent Performance / Call Center Case Study / Call Center Optimization / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Contact Center Team

December 07, 2017 by Andrew Gaskill

Brightmetrics™: What Does That Field Mean?

 
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IN Brightmetrics / Data Analytics / Collecting Data / Dashboard / Customer Experience / ShoreTel / Contact Center Manager / ShoreTel Reporting / Data / Data Tracking / Genesys / Customer Success / Software Development / On Demand Reporting / Data Visualization / Mitel Phone Data / Call Center Analytics / Mitel / Call Center Management / Contact Center / Contact Center Reporting Solutions / 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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IN Brightmetrics / Data Analytics / Collecting Data / Contact Center Insights / Dashboard / CEO / New Features / Data / Phone Analytics / Software Development / Data Visualization / Call Center / Product Development / Call Center Data / SaaS / Contact Center Management / Contact Center Team

August 21, 2012 by Andrew Gaskill

Brightmetrics™ Chart Item Toggle Feature

It happens. Sometimes you end up with a busy chart that's hard to read, but there's still a reason to have it. It might be ok for seeing larger trends or anomalies, but it just isn't useful for seeing individual chart items.
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IN Brightmetrics / Data Analytics / Contact Center Insights / Dashboard / Contact Center Analytics / ShoreTel / Call Center Metrics / New Features / User Interface / Data Visualization / Mitel Phone Data / Business Intelligence / Call Center Management / Call Centers / Contact Center / Employee Experience

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