Custom PureCloud Reports Simplified: Brightmetrics is a Premium App!

Its easier than ever to create custom reports on PureCloud! The Genesys 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 Gartner CCaaS Magic Quadrant! Among the superlative […]

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Brightmetrics Release: Radiance Experience

Your Brilliant Customer Engagement Insights Delivered in a Visually Stunning and Intuitively Flexible Way… If you’re a customer with Brightmetrics, you know that we’ve been serving up valuable insights into how your team is delivering service and care in their connected moments with your customers for almost 10 years.   Over time, you’ve seen us […]

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Scoreboard 🏀! Maximizing Team Performance with Gamification

We’re finishing up our gamification series and frankly shocked we’ve broken through your feed of Final Four coverage and MLB season-opening prognostications! 😳   If you’ve been with us over the past several weeks, we started out on a 3 part series: On our first blog, we talked about what you need to start your […]

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Customize My Data

When it comes to the insights you need to run your business, one size doesn’t necessarily fit all. Sure, your business phone system or contact center platform might have a ton of standard metrics that help you make data-driven decisions, but sometimes the way they choose to calculate those metrics just don’t align exactly to […]

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Reflections on the Rise of AI in Customer Experience

Regardless of whether you’re a Millennial that’s grown up acclimated to Siri ordering your Starbucks for you, or if you’re like me and grew up with some (healthy) suspicion of Skynet, the reality is that AI is busting into the customer experience scene. What’s more, it is also likely doing so with potentially major impacts […]

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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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Customer Spotlight on A.B. May

With Summer hitting full swing and temperatures peaking, some of you might be reaching for the phone to call on the services of your local HVAC repairer. Whether you’re delivering the services or you’re the one calling, everyone hopes the call is answered quickly and skilled professionals are rapidly dispatched to restore your ideal environment! […]

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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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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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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 🔍.    via GIPHY   The last time we left off, Peter was walking us through how you can use Transfer Rate and Average Handle […]

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