Brightmetrics Real Time Dashboard Overview

Monitor Real Time Data as it Happens! Brightmetrics ShoreTel Real Time Dashboards give you the analytics your team needs to impact the customer experience and shape business outcomes as they occur.  Monitor call center metrics in real time to enable optimal call center agent performance, adjust resources as call volume fluctuates and fix potential customer […]

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Solving Small and Medium Business Problems With Your ShoreTel Phone Analytics

  Running an SMB comes with unique challenges that are often overlooked by vendors designing solutions for larger scale. Take, for example, your business phone system. Your ShoreTel phone system is the most common point of contact for your customers. There are opportunities to leverage a ton of data about your customer experience, your employee […]

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ShoreTel Auto-Attendant Reporting

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 get a lot of requests for reporting on what […]

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Multiple-Item and Multiple-Value Charts

Most Brightmetrics users are familiar with single-item charts, which is to say charts that display a single value, potentially broken out by a dimension. For example, count of all calls taken by a workgroup, either as a single total value or perhaps broken out by exit reason, answering agent, or wait time interval. But what […]

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