Maximize the Power of Your Genesys Cloud with Brightmetrics
Enhance your Genesys Cloud deployment with Brightmetrics, an advanced analytics platform that turns raw data into actionable insights. Optimize your operations, boost agent productivity, and improve customer experiences while driving significant ROI.
Why Brightmetrics for Your Genesys Cloud?
Get started quickly with Brightmetrics. It’s available on the Genesys AppFoundry and integrates seamlessly with Genesys Cloud. The setup takes less than 10 minutes, allowing your team to access essential data right away—no need for extensive training or expensive third-party consulting.
Rapid Deployment: Seamless integration in under 10 minutes, minimizing downtime and accelerating your time to value.
User-Friendly: Designed for users at all technical levels, Brightmetrics offers an intuitive interface that requires no special training.
Cost-Effective: Included with your existing Genesys Cloud infrastructure—no hidden fees, no extra costs.
Brightmetrics simplifies data analysis by converting Genesys Cloud’s API outputs into clear, actionable KPIs. With a comprehensive view of your contact center’s performance, you can seamlessly integrate with your preferred BI tools, such as Tableau and Power BI, enabling easy data analysis and reporting.
Comprehensive Metrics: Track essential KPIs such as Service Level, Average Speed of Answer (ASA), Average Handle Time (AHT), Call Abandonment Rate (ABR), Agent Utilization, and hundreds more.
Tailored Analytics: Customize your data views to focus on the metrics that matter most to your business, ensuring you have the insights you need at your fingertips.
Data Integration: Simplify data management by integrating your contact center data with existing data warehouses and BI tools, preventing critical insights from slipping through the cracks.
Advanced Historical Reporting
Brightmetrics enhances your reporting capabilities with in-depth historical analysis and automated reports that keep your team aligned and informed. By diving deep into past performance data, you can uncover trends, benchmark your operations, and make strategic decisions that drive continuous improvement.
- In-Depth Historical Analysis: Use historical data to identify trends, benchmark performance, and guide your strategic planning efforts. This allows you to make data-driven decisions that improve efficiency and customer satisfaction over the long term.
- Call Recording Playback: Download and play recordings of individual calls to evaluate agent performance, identify coaching opportunities, and ensure compliance with quality standards.
- Automated Reporting: Set up automated email reports to keep stakeholders updated on critical metrics and trends, ensuring everyone can access the latest insights for timely and effective decision-making.
Advanced Drill-Through Capabilities
Brightmetrics takes your data analysis further with advanced drill-through features. This capability lets you click through high-level metrics and explore the underlying details driving performance. Whether you’re troubleshooting a sudden increase in Average Handle Time or monitoring individual agent performance, drill-throughs provide the depth of insight you need to act quickly and effectively.
Drilling into your data is simple with Brightmetrics
Granular Insights: Instantly access detailed data behind any metric—individual call records, specific agent interactions, or customer feedback.
Issue Diagnosis: Pinpoint the root causes of performance bottlenecks with comprehensive drill-throughs, allowing you to take immediate corrective action.
Agent Performance Monitoring: Track agent-level metrics and drill down to understand individual performance trends, making it easier to identify coaching needs and optimize training programs.
Example Scenarios
Performance Anomalies
If your dashboard shows a sudden spike in AHT, a drill-through allows you to analyze specific calls, identify the common factors, and address the root cause—be it a process issue, a training gap, or an external factor.
Queue Management
When facing unexpectedly high call volumes, use drill-throughs to understand the distribution of calls across queues, agent availability, and handle times. This enables you to reallocate resources dynamically and maintain service levels.
"Brightmetrics is the best analytics and reporting solution for Genesys Cloud. Great user experience, the user interface makes it easy to use and allows even our non-technical users to create their own reports and dashboards."
Henry Svendblad, CTO, Company Nurse
Customizable Dashboards
Brightmetrics provides customizable dashboards that fully visualize your contact center’s operations. These dashboards are flexible and user-friendly, making it easy to monitor the metrics that matter most and make data-driven decisions with confidence.
Pre-Built and Customizable Templates: Start with pre-built templates or design your own dashboards to track specific KPIs and SLAs.
Visual Analytics: Visualize your data using a variety of charts, graphs, and widgets, making complex information easy to understand and act on.
Team Focus: Use dashboards as wallboards to display real-time metrics, helping agents stay focused on their goals and giving managers the tools to make informed decisions.
Key Benefits:
Motivate Teams
Display critical metrics on wallboards to keep agents focused on their goals.
Operational Efficiency
Provide managers with the real-time data they need to optimize resource allocation and queue management.
Stakeholder Alignment
Ensure that all relevant stakeholders have access to the same clear and accessible data, improving communication and decision-making across the organization.
Real-Time Monitoring
In the fast-paced world of contact centers, real-time data is essential for staying ahead of the curve. Brightmetrics enhances Genesys Cloud’s native capabilities by providing live monitoring tools that help you dynamically manage call queues, track real-time agent performance, and optimize resource allocation as conditions change.
- Live Agent Metrics: Monitor real-time KPIs, such as total calls answered, transfers, exception times, and more, to ensure agents are performing at their best.
- Proactive Queue Management: Use up-to-the-minute data to dynamically adjust call queues, minimizing customer wait times and boosting satisfaction.
- Instant Data Drill-Throughs: Don’t just observe metrics—dive deeper with instant drill-throughs to investigate issues and address them before they impact your operations.
Strategic Advantages
Trend Analysis
Identify patterns and root causes of issues, enabling proactive management and long-term operational improvements.
Resource Optimization
Analyze recent forecasts and schedules to adjust staffing levels and optimize resource allocation, ensuring your team always operates at peak efficiency.
Maximize Your ROI with Brightmetrics for Genesys Cloud
Faster ROI
With its quick setup, user-friendly interface, and powerful analytics, Brightmetrics delivers faster returns on your Genesys Cloud investment.
Enhanced Customer Experience
Improve customer satisfaction by reducing wait times, enhancing agent performance, and resolving issues before they escalate.
Operational Efficiency
Streamline processes and use your resources better, allowing your contact center to handle higher volumes with the same or fewer resources.
Long-Term Growth
Leverage data-driven insights to inform your strategic planning, ensuring your business remains competitive and positioned for sustained growth.
Ready to Elevate Your Contact Center?
Unlock the full potential of your Genesys Cloud with Brightmetrics. Start making smarter decisions that lead to superior performance and strategic success.