Managing a busy customer service operation means keeping your finger on the pulse of what’s happening right now. Who’s available? Who’s on a call? Are there enough staff members to handle the next surge of customers?
If you’re using Ring Groups, Hunt Groups, or Pickup Groups in your Mitel MiVoice Business environment, you’ve probably felt the frustration of being blind to what your group users are doing. That changes today.
What We’ve Added
Our Real-Time module now tracks users in Ring Groups, Hunt Groups, and Pickup Groups. This means you can finally see your entire team’s activity in one place, regardless of how you have configured your Mitel MiVoice Business environment.
Here’s what you can do now:
- See everyone’s status at a glance – Users in Ring, Hunt, and Pickup Groups are all available in the same chart type, with clear indicators of who’s available, on a call, busy, or away.
- Filter the way that makes sense for your team – Choose to view all members of a group or only those currently present, based on how you manage your operations.
- Get the real picture of availability – Our composite status view accounts for all devices and user types, so you know if someone is truly available or appears to be so.
- Identify and resolve issues before they escalate — Real-time visibility into call activity across Ring, Hunt, and Pickup Groups enables you to reallocate resources or intervene early to prevent missed calls or voicemail overflows.
Why This Matters
Most Mitel MiVoice Business teams don’t operate in neat silos, and some users may participate in several groups simultaneously. Your supervisors may work across multiple groups as well. Until now, you had very little visibility into group performance and customer experience.
Not anymore. Whether you’re a supervisor trying to balance workload or a manager making staffing decisions, you can now see the complete picture of your team’s activity without switching between different views or guessing about the quality of your service.
This update is beneficial for teams using Ring Groups, one of the most popular routing methods in Mitel MiVoice Business. It also offers a seamless upgrade for ShoreTel Workgroup customers transitioning to Mitel MiVoice Business, providing familiar visibility alongside enhanced real-time insights.
We’ve also added support for Hunt Groups with this release. Mitel MiVoice Business groups handle high call volumes and require just as much supervision, now made possible with complete real-time monitoring in Brightmetrics.
With visibility into all major group types, you’re no longer working with guesswork; you’re managing with clarity.
Getting Started
This feature is already included in your current Real-Time module; no additional setup is required. If you’re already using the Brightmetrics Real-Time add-on for Mitel MiVoice Business, you will see monitoring options for Ring, Hunt, and Pickup Groups in your familiar Real-Time dashboard.
Curious how it could work for your team? Explore the details at brightmetrics.com/mitel-mivoice-business or watch our full on-demand Mitel demo.
The days of flying blind with group-based call handling are over. Now, you can manage your entire team with the same confidence you would have with ACD monitoring.
