Brightmetrics™ Blog | Phone Analytics

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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November 22, 2017 by Matt Beatty

Get to Know Brightmetrics™

In the spirit of the holidays, we wanted to take the time to thank our Brightmetrics customers, their teams, and partners for a wonderful 2017 year. We hope that Brightmetrics continues to provide you essential reporting and analytics insights for many years to come. In conjunction with [...]

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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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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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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 27, 2012 by Andrew Gaskill

Set Default Sort Order for Mitel Reports

When you're running a report within Brightmetrics™ Mitel (ShoreTel) On-Demand Reporting, it's easy to run the report and click the column header on any column to sort the report by that value. But when you are scheduling or emailing a report, users get the report in a PDF and there's no [...]

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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?

Get to Know Brightmetrics™

How to Set Your Call Center Service Level Agreement

The Holy Grail of Contact Center Analytics

Brightmetrics™ Call Party Activity

Set Default Sort Order for Mitel Reports

Brightmetrics™ Top 10 Charts

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