Time Synchronization and Mitel MiVoice Connect Reporting

Have you ever had discrepancies in the reporting and analytics you pull that show overlapping legs of a call? Or is it that the times just don’t seem to match up logically? Does it make you so frustrated you feel like shoving your computer across your desk?   via GIPHY   Me too.   And […]

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The Top 4 ECC Charts Any Contact Center Can Benefit From

There are so many things to worry about in the workplace. For example, wondering who took the last of the coffee without making another batch is a common one we experience here in our office. Some other examples include: 1) the volume levels during our weekly cornhole tournament 2) debating about what (really similar but […]

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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 anomalies. When planning […]

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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 regroup […]

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The Top 6 Charts Any Organization Can Benefit From

Here at Brightmetrics, we’re often asked, “What are the top charts that any organization could benefit from?” And although we love that our customers are eager and ready to use our services, this request can be a little daunting for us. We cater to such different organizations in various industries with ranging company sizes, it’s […]

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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.   If your organization is running the Mitel MiVoice Connect Contact Center (formerly ShoreTel ECC), then using wrap codes to identify call types makes a granular level of clarity possible for the agent, their […]

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New Feature Release: Staff Forecasting

I think it’s safe to say that most workspaces that deliver customer service are busy… Even with the rise of alternative digital channels, most customer engagement related surveys estimate well over 60% of interactions with customers still happen over the phone.   Another interesting point to ponder is that there is a strong correlation between […]

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Let’s Talk Balancing Staffing Levels

It’s obvious when organizations are having issues with staffing levels, right? When you see employees at a retail store talking loudly about the obnoxious quote one of their ex-boyfriends posted on Twitter, you may think, “Wow, they really don’t have anything better to do?”   What about when the employees at the DMV are severely […]

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