Great things seem to come in pairs: peanut butter and jelly, paper and pen, Batman and Robin, bacon and… anything. Call center management is no different. When it comes to successfully managing a call center, one of the most important ways to increase the effectiveness of your business [...]

This post has been updated on 2/25/2014 to update based on further testing. We had been recommending Route Points as reporting points for AA reporting but have found that is not as reliable as using empty Workgroups instead. This post now reflects the new instructions.

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, [...]