New Year, New Agent Goals 🗒

As the end of the year approaches, right now is the perfect time to thoroughly and thoughtfully think about new year’s goals. Some people like to focus on personal goals. You might be interested in checking Instagram 16 instead of 20 times a day, or starting an intense yoga class at 5 am, or even […]

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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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TMI Much? Not with Brightmetrics

Managing others can be stressful. Of course, it’s rewarding to see your employees grow, change, and succeed. But, let’s face it, sometimes it’s tough being the one in charge… heavy is the head that wears the crown (and all that stuff).   via GIPHY   I’m sure you can relate. 😏   And to prove […]

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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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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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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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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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ECC Insights – Who Does It Better?

Here’s our newest video that showcases everything we can do for users of the Enterprise Contact Center and why ECC users need more than what ShoreTel delivers in their native reporting and even their add-on applications.     Successful contact center operations demand analytics that are accessible. This means that you can manipulate, change the […]

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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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Maintaining Communication with Your Community in Crisis

In October of 2017, Sonoma and Napa counties in Northern California endured devastating wildfires. The disaster spread quickly- causing casualties, consuming over 160,000 acres and over 7,000 structures. Emergency services were needed throughout the City of Santa Rosa. Not only were emergency responders, volunteers, and shelters imperative, but it became apparent that their internal and […]

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