March 5, 2020 2:20:55 PM PST by Matt Beatty

Mitel Begins 2020 with an Exciting Kickoff and Fresh Mindset

A few weeks ago, our partners at Mitel kicked off their 2020 with a major focus on enabling their team and valued channel partners to take on the opportunities and challenges for the new year. The Mitel team serves one of the most extensive combined UC and Contact Center installation base [...]
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IN Analytics / brightmetrics / Updates / News / Customer Experience / New Features / Customers / Data visualization / Product Development / Call Center Data / Mitel / Contact Center

November 5, 2019 10:10:15 AM PST 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 / PureCloud / Genesys Phone Data / data analysis / Data visualization / Data Visualization / Product Development / PureCloud / Call Center Analytics / Call Center Data / Call Center Management / Contact Center Management

July 12, 2019 4:58:01 PM PDT 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 / Data Visualization / Call Center / Business Intelligence / business decisions / Call Center Analytics / Content / Call Center Management / agent performance

June 11, 2019 8:00:19 AM PDT by Matt Beatty

Brightmetrics PureCloud Analytics and Real Time Dashboard Services

It's been a little while since we've dropped something big, but it isn't because the Brightmetrics team has been working on our summer tans.
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IN Analytics / brightmetrics / Updates / News / Genesys Phone Data / New Features / product development / Customers / business intelligence / Data visualization / Call Center / Product Development / General

July 19, 2018 9:56:13 AM PDT by Matt Beatty

How to Create a Chart to Compare Data from 2 Periods of Time

By now, I'm sure you know you can create visualizations on your Dashboard Charts in Brightmetrics. Did you know that you could create charts that allow you to see and compare data from 2 periods of time? This is important when you need help drawing out what could be trends, patterns or [...]
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IN Analytics / brightmetrics / Data Analytics / Collecting Data / Contact Center Analytics / Call Center Tricks / data tracking / On Demand Reporting / Data visualization / Data Visualization / Call Center / Business Intelligence / business decisions / Content

July 5, 2018 10:33:36 AM PDT by Matt Beatty

A Brightmetrics Summer: Warm Weather, Beach Trips, and Mid-Year Reviews

Let’s set the scene. It’s a beautiful summer day. The sun is shining; the bees are buzzing. Any given day in July has the opportunity to be fantastic. Not only is this a great month for beach trips, great weather, and tanning (or getting sunburnt); July is an opportunity to take stock and [...]
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IN Analytics / Updates / Call Center Tricks / Customers / On Demand Reporting / Data visualization / Call Center / Business Intelligence / business decisions / Content / Learning Brightmetrics

June 6, 2018 3:43:49 PM PDT by Matt Beatty

Using Wrap Codes for a Refined Customer Experience

When delivering a delightful and efficient customer experience for your callers, being able to anticipate exactly what they need is vital.  
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IN Analytics / brightmetrics / Updates / Call Center Agent Performance / wrap codes / Call Center Tricks / Data visualization / Call Center / Business Intelligence / Learning Brightmetrics

April 19, 2018 3:50:53 PM PDT 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 / Data Visualization / Call Center / business decisions / General / Call Center Management / Featured

April 5, 2018 9:58:47 AM PDT 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 ShoreTel delivers in their native reporting and even their add-on applications.  
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IN Analytics / brightmetrics / Updates / Data Analytics / dashboard / data analysis / business intelligence / Data visualization / Data Visualization / ShoreTel Phone Data / business decisions / Call Center Analytics / Call Center Data

March 1, 2018 10:00:17 AM PST 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 / business intelligence / Data visualization / Data Visualization / Business Intelligence / business decisions / Call Center Analytics / Call Center Data / Call Center Management / Learning Brightmetrics

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