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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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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London Calling… Again? Could Wrap Codes Help Answer: “Why?”

Wait, what? 😳 Why would London be calling (over and over and over)? Is it another call to order a new bass?     Nope, we’re not talking like “the show’s a wrap”, we’re talking Wrap as in all those productive activities your agents do after their live engagement with the customer. We’re going to […]

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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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But Really, How Do I Build that Agent % Available vs % Calls Answered Already???

You might feel like we pulled a bait-and-switch on you last week by announcing our latest feature “Insights: Staff Forecasting” 😂 (sorry… a little bit 🤷🏻‍♂️). Well, I’m here to make it right this week by showing you how you too can build out the chart that Peter uses in the highly acclaimed (and viewed) […]

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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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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)?   Sure, your team comes to work every day, clocks in on time, answer some calls, talks about how their mothers-in-law drive […]

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Now that We’ve Found [Abandonment Rate/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.   Now you’re curious… just how do I monitor my Average Queue time, my Average Abandoned Calls Queue times, and my Abandonment Rate? […]

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